Customer Operations Specialist

Wicket; United States; Hybrid; USD 70,000 - 90,000; Full time

Job summary

A biometric software provider in the United States is seeking a Customer Success professional. This role focuses on the success of customers with high-level service and support. Responsibilities include guiding new customers through deployment processes and ensuring smooth operations. Ideal candidates will have over 5 years of experience in customer success or related roles. This position offers a flexible schedule, with an option for remote work, but travel is expected. The ideal candidate will possess strong technical know-how along with excellent communication skills.

Qualifications

• 5+ years in a client-facing Customer Success role.
• Hands-on experience with deployment activities.
• Understanding of IT networking and software development.

Responsibilities

• Provide feedback on day-to-day operations.
• Guide new customers through deployment.
• Collaborate with teams to ensure smooth operations.

Skills

Customer service mindset

Technical support

Client-facing experience

Communication

Organization

Technology aptitude

Education

Bachelor's degree in a technology-related field

Tools

iOS hardware and software

Deployment tools

Job description

Wicket is a biometric software provider that enables sensational event experiences for fans, guests, and staff at live events and facilities. Its privacy‑first facial authentication platform is based on patented AI technology that is integrated with ticketing, credentialing, access control, and payment systems. Wicket’s platform has been deployed or is in the process of being deployed at more than 150 stadiums and venues, facilitating more than six million frictionless, secure entrances.

Job Overview

You will function as a key member of a team, responsible for the day‑to‑day success of Wicket’s existing customers, as well as having a heavy focus on building and supporting rapid onboarding and new deployments. You will be responsible for ensuring that each customer that you manage is receiving the highest level of service and support and that Wicket products and services are deployed and maintained flawlessly.

This is an opportunity to work directly alongside industry veterans, and this position will offer immediate and direct contact and responsibilities with our key customers. The role has the option to be remote first, but proximity to our offices in Doylestown, PA and Cambridge, MA along with key team members in Atlanta, GA will also be considered.

Key Attributes

• Ownership - Wicket is a small, fast‑moving company, and you will be expected to operate at a high level with significant autonomy.
• Highly organized - You will have an opportunity to work with multiple top‑tier customers and will be expected to provide excellent individualized attention as well as a strong focus on the important details.
• Strong communicator - You will be handling day‑to‑day communications, feedback, and deliveries for our clients, and you will be expected to provide prompt, clear, and professional communication.
• Technology aptitude - Wicket is a cutting‑edge technology company; you will need to quickly learn the Wicket product stack and become a subject‑matter expert with the various technologies and verticals where Wicket operates.
• Startup mentality - Wicket is a small, lean organization that allows us to move quickly and attack opportunities faster and more efficiently than our competitors. This requires a “get it done” mentality; we are proud that everyone at Wicket takes accountability for their work, collaborates effectively across the team and with our customers, and checks their ego at the door.
• Travel—While some projects can be coordinated and managed remotely, others will require on‑site assistance, especially for initial rollouts or key project expansions. Given the nature of the sports and live events industry, this will require weekend and evening work and travel. Expected travel at approximately 25%.
• Flexible schedule—This is not a Monday to Friday, 9‑5 job. We provide technology and services to some of the world’s largest sports and entertainment venues and teams, and we work when they do.

Responsibilities

• Work directly with existing customers to provide prompt, accurate and reliable feedback on the day‑to‑day operations of their Wicket deployments.
• Help guide new customers through the entire deployment process. You will be the go‑to source for getting them up and operational.
• Provide technical support for both clients and the Wicket team.
• Assist the Wicket Sales and Operations team with pushing new deployments and expansion of existing customers.
• Collaborate with the Wicket Product team to provide key customer feedback to help ensure development is informed by real‑world input.
• Operate as the liaison between the customer and the other Wicket teams to ensure the smooth operation of all Wicket products.

Requirements

• 5+ years of demonstrated performance in a client‑facing Customer Success, Deployments, Operations, Live Events or related role.
• Experience working with both hardware and software products, ideally in spaces such as access control, ticketing, payments, and/or concessions.
• Hands‑on experience working on customer‑facing deployment activities.
• Understanding of IT networking, iOS hardware and software products, app and software development are key skills.
• A very strong customer service mentality.
• Either a bachelor’s degree or a college degree in a technology‑related field is preferred.

Equal Employment Opportunity Statement

Wicket is an equal opportunity employer and is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, and related medical conditions), sexual orientation, gender identity or expression, national origin, ancestry, age, disability, medical condition, genetic information, marital status, military or veteran status, or any other status protected by applicable federal, state, or local law.