Customer Operations Associate

Outset; New York (NY); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Founders exposure

Equity compensation

Competitive cash compensation

Job summary

Outset in New York is seeking a Customer Operations Associate to partner with Customer Success, GTM and engineering teams, guiding customers through the platform, coordinating research logistics, and unlocking full value of our AI-powered interview tools.

You will review study content, assist with participant recruitment, troubleshoot questions, build help content, and relay customer insights to inform the product roadmap. This role offers high impact and growth opportunities.

Qualifications

• Experience in consulting, market research, research operations, or adjacent fields.
• 1‑2+ years of experience managing customer relationships.
• Excellent communication skills and adaptability.
• Proactive, problem‑solving mindset with ownership.
• Experience developing product/technical expertise.
• Strong organizational skills with multiple priorities.

Responsibilities

• Review study content and assist with participant recruitment.
• Provide hands-on research support and respond to questions.
• Collaborate with external partners to ensure smooth execution.
• Build and maintain help center content and improve docs.
• Share customer insights to inform the product roadmap.
• Develop processes and systems to optimize internal workflows, including automation and AI.

Skills

Customer relationships

Research operations

Communication

Problem solving

Product/technical expertise

Organization

Job description

Outset invented a better way to do research: AI-powered user interviews.

Global brands like Hubspot, Microsoft, Uber and Nestle use Outset to achieve deeper, qualitative insights about their users at unprecedented speed and scale.

The research industry is massive (>$140B and growing) and ripe for disruption. Incumbents are outdated, slow, and burdened by high-cost services. That’s our opportunity.

Outset is backed by top Silicon Valley investors and raised a $30M Series B in December 2025—less than six months after our Series A—led by Radical Ventures with participation from M12 (Microsoft’s venture arm), 8VC, Y Combinator, and Adverb Ventures.

The raise follows a breakout year, with our business growing 8x as enterprise customers across industries adopt our category, AI‑moderated research, as the new standard for understanding people.

We’re a tight-knit team serving some of the world’s largest enterprises

As a Customer Operations Associate, you’ll work closely with our Customer Success Managers and broader GTM and engineering teams to ensure our customers succeed in their research. You’ll become our customers’ go-to partner, helping them navigate the platform, manage research logistics, and unlock the full value of our tools. This is a high-impact role with tons of room for ownership, learning, and growth.

Responsibilities

• Support customer research success by reviewing study content, assisting with participant recruitment, and providing hands‑on research support

• Act as a trusted product advisor, responding to questions, troubleshooting issues, and helping customers make the most of our platform

• Collaborate with external partners (e.g., vendors assisting with study participant recruitment) to ensure smooth research execution

• Contribute to product knowledge by building and maintaining help center content and improving internal documentation

• Advocate for our users and inform our product roadmap by sharing customer insights and feedback with the Outset team

• Develop process and systems to optimize our internal workflows, including incorporation of automation and AI

Qualifications

• Experience in consulting, market research, research operations (including expert networks/ participant recruitment), social science research, or adjacent fields

• 1‑2+ years of experience successfully managing customer relationships (e.g., consulting, market research, project management, account management, etc.)

• Excellent communication skills, with experience adapting communication to relevant audiences

• A proactive, problem‑solving mindset and a passion for helping customers succeed - when you see a problem that needs to be solved, you take ownership

• Experience developing strong product expertise and/or technical expertise

• Strong organizational skills and experience managing multiple priorities or workstreams in parallel

Benefits

• Daily collaboration with founders, shaping the core product vision.

• Exposure to and collaboration with design and research leaders at top global brands.

• Competitive cash and equity compensation. Actual compensation packages are based on various factors unique to each candidate, including skill set, depth of experience, and certifications.

Outset is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, free from discrimination based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability, or any other protected class.