Customer Operations Associate

Outset; San Francisco, Northern (CA, KY); Hybrid; USD 115,000 - 130,000; Full time

Job summary

Outset is transforming qualitative research with AI-powered interviews. As a Customer Operations Associate, you’ll partner with Customer Success Managers to guide enterprise customers through the platform, coordinate study logistics, and unlock full value from our tools.

You’ll become the go-to contact for customers, respond to questions, troubleshoot issues, and help teams scale their research programs with clarity and speed.

Qualifications

• Experience in consulting, market research, or adjacent fields.
• 1-2+ years managing customer relationships.
• Excellent communication, adaptable to audiences.
• Proactive problem-solving mindset with ownership.
• Developed product or technical expertise.
• Strong organization and multi-tasking skills.

Responsibilities

• Support customer research success by reviewing study content and assisting with recruitment.
• Act as a trusted product advisor, troubleshooting and maximizing platform value.
• Collaborate with external partners to ensure smooth study execution.
• Contribute to product knowledge with help center content and documentation.
• Advocate for users and inform the product roadmap with feedback.
• Develop processes to optimize workflows, including automation and AI.

Skills

Customer relationships

Communication

Problem solving

Product knowledge

Technical aptitude

Organizational skills

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 Incumbents are outdated, slow, and burdened by high-cost services.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.

Qualifications

• 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

Compensation Range: $115K - $130K