Client Operations Lead: Scale Support, Ops & Product

Slope; San Francisco (CA); On-site; USD 110,000 - 150,000; Full time

Job summary

Monaco is building an AI-native revenue platform. We seek a Client Operations hire to own customer support, client operations, and product operations, acting as the connective tissue across EPD, GTM, and the customer lifecycle.

You will tackle hard customer questions, drive strategic work for high-growth customers, and help scale core processes as Monaco grows. This role emphasizes quality, speed, and cross-functional impact in a fast-moving startup.

Qualifications

• Exceptional written and verbal communication – explain product to customers and bugs to engineers.
• Strong operational instincts with a track record of building processes where none existed.
• High ownership and comfort operating across multiple functions at once.
• Technical enough to work closely with EPD and understand product mechanics.
• Relentless work ethic and an extremely high bar for quality.
• Comfort operating in ambiguity at an early-stage company and building the processes to scale.

Responsibilities

• Answer how-to questions and resolve customer issues quickly and completely, owning them through to resolution
• Coordinate with EPD on bugs - reproduce, triage, and escalate issues, and close the loop with customers when fixes ship
• Turn recurring questions into documentation, playbooks, and product feedback so the same issue never has to be solved twice
• Own the more strategic and complex work we execute on behalf of customers, ensuring it's delivered at a consistently high standard
• Build repeatable processes and quality controls for customer-facing operational work as volume scales
• Partner with Launch Operations and FDAEs to support customers across the entire lifecycle, from onboarding through renewal and expansion
• Serve as the conduit between EPD, GTM, and the customer on internal projects
• Help ship new features and migrate functionality, coordinating rollouts across teams and customers
• Gather customer feedback on new features and iterate quickly, delivering fast, high-signal feedback loops back to EPD

Skills

Communication

Operational excellence

Ownership

Technical fluency

Ambiguity tolerance

Fast learner

Tools

CRM tools

Zendesk

Intercom

Job description

Monaco is building an AI-native revenue platform. We seek a Client Operations hire to own customer support, client operations, and product operations, acting as the connective tissue across EPD, GTM, and the customer lifecycle.

You will tackle hard customer questions, drive strategic work for high-growth customers, and help scale core processes as Monaco grows. This role emphasizes quality, speed, and cross-functional impact in a fast-moving startup.