Customer Operations Associate

Lette; Ireland; On-site; EUR 35,000 - 48,000; Full time

Job summary

Lette is seeking a Customer Operations Associate to join our team in Ireland. You will be the first point of contact for customers, supporting across onboarding, adoption, and ongoing success, while digging deeper to identify the real root causes of issues and driving improvements with Product and Engineering.

You will engage across support channels, own tickets end-to-end, and help evolve our support docs as the team grows, all while delivering empathetic, clear communication.

Qualifications

• Fast, clear thinking and ability to act in new situations.
• Root-cause instincts with experience diagnosing problems.
• Self-directed problem-solving with good judgment.
• Excellent written and verbal communication with empathy.
• Organized and detail-oriented, able to juggle multiple threads.
• Curious and eager to learn our product in depth.

Responsibilities

• Respond to customer questions and issues across channels, resolving them quickly.
• Support onboarding and drive adoption and retention.
• Dig past symptoms to root cause; work with Product and Engineering to fix it.
• Own tickets end-to-end - investigate, resolve, or escalate with context.
• Partner with product and engineering to surface bugs and process gaps.
• Help build and improve support docs and FAQs as the team grows.

Skills

Quick thinking

Root-cause instincts

Self-directed problem solving

Communication

Organized & detail-oriented

Curious to learn product

Tools

Intercom

Job description

Lette is hiring a Customer Operations Associate to work across support, success, and experience. We're looking for someone who thinks quickly, gets to the root of a problem rather than patching the symptom, and can work through ambiguous situations on their own. You'll be a first point of contact for our customers and a first line of insight for our product and tech teams. This role can grow into any opportunity, it is yours to drive.

WHAT YOU'LL DO

• Respond to customer questions and issues across channels, resolving them clearly and quickly.
• Support customers through onboarding and beyond, helping drive adoption and retention.
• Dig past the symptom on recurring or tricky issues to find and flag the actual root cause. Work with Product and Engineering to fix it, not just patch it.
• Own tickets end-to-end - investigate, resolve, or escalat with the right context, without needing to be chased.
• Partner with product and engineering to surface bugs, gaps, and process breakdowns.
• Help build and improve our support processes, docs, and FAQs as the team grows.

WHAT WE'RE LOOKING FOR

• Quick, clear thinking - you can size up a new situation and act on it, rather than waiting to be told exactly what to do
• Root-cause instincts - some experience diagnosing problems (support, helpdesk, QA, technical troubleshooting, or similar) and a habit of asking “why is this actually happening?”
• Self-directed problem solving - comfortable making judgment calls independently, while knowing when an issue needs to be escalated
• Strong written and verbal communication, with genuine empathy for the person on the other end
• Organized and detail-oriented, able to juggle several open threads at once
• Curious, and motivated to learn our product in depth

NICE TO HAVE

• Experience with support tools such as Intercom, or similar.
• Experience dealing with customers.
• Experience working in a startup or fast-moving environment.

WHAT THE PROCESS IS

• 30 minute initial interview with the Hiring Manager
• Take home task (expected completion time of 1hr 30 minutes max)
• 45 minute interview with a Founder & another member of the team
• 45 minute interview with the Hiring Manager to discuss the role and the take home task