Customer Ops Associate

Metaview; San Francisco (CA); Hybrid; USD 60,000 - 80,000; Full time

Benefits offered by this job

High compensation including cash and equity

Great co-workers and collaborative environment

Learning opportunities in AI

Job summary

Metaview is looking for a Customer Ops Associate in San Francisco to tackle technical issues and enhance customer support operations. You'll own escalated problems, diagnose issues using logs, and partner with teams to optimize our tools and processes.

This role requires 1-3 years in similar roles, strong problem-solving abilities, and the capacity to communicate effectively with both technical and non-technical stakeholders. Remote work is allowed within PST hours.

Qualifications

• 1-3 years in a customer-facing technical support role at a B2B software company.
• Experience in troubleshooting technical issues and collaborating with diverse teams.
• Clear written and verbal communication skills.

Responsibilities

• Take ownership of escalated technical issues and resolve them quickly.
• Diagnose issues using internal logs and tools.
• Design internal workflows to improve efficiency.

Skills

Customer-facing technical support

SQL

Problem-solving

Communication

Collaboration with teams

Job description

How we work

We operate with one core principle: velocity. In practice, this means we:

• Optimize everything we do around accelerating rate of learning.
• Do truly great work.
• Communicate openly and directly, and with full context.

All while maintaining a hard‑earned reputation for craft and quality.

The role:

After incredible success in building out our tech Ops function last year, we’re now growing again. As a Customer Ops Associate, you’ll become the go‑to expert on how Metaview actually works under the hood – digging into logs, spotting patterns, and turning one‑off problems into scalable solutions. You’ll work closely with our Customer Success, Sales, Engineering teams, and you’ll have real ownership over the internal tools and processes that make troubleshooting faster and more self‑serve over time.

Key ownership areas:

• Take end‑to‑end ownership of escalated technical issues, ensuring they’re investigated and resolved quickly.
• Use internal logs and tooling to diagnose issues, identify root causes, and clearly distinguish between configuration, customer‑environment, and product problems.
• Design and maintain lightweight internal tools and workflows that make recurring investigations faster and more self‑service for the CS team.
• Create and continuously improve internal documentation so that both humans and AI‑powered tools can reliably surface the right answers.
• Partner with Account Managers on key enterprise accounts, joining calls when needed to guide customers through technical troubleshooting.
• Collaborate with Engineering to provide clear, well‑scoped, and context‑rich bug reports that accelerate prioritisation and fixes.

What you bring:

• 1-3 years in a customer‑facing technical support, solutions, or similar role at a B2B software company.
• Comfort digging into logs, systems, and documentation to get to root causes.
• Experience translating ambiguous customer issues into clear, structured problem statements and next steps.
• Demonstrated ability to collaborate closely with Customer Success, Sales and Engineering, providing crisp, context‑rich escalations.
• SQL experience and basic coding proficiency; familiarity with low‑code / internal tooling or a strong interest in building simple tools and automations to reduce manual work.
• Clear, concise written and verbal communication, especially when explaining complex issues to non‑technical stakeholders.
• High ownership mindset: you’re hands‑on, proactive, and motivated by improving the underlying system—not just closing tickets.
• Ability to work to PST hours. It’s important you’re available for our US customers but we don’t require you to be based in our SF office.

What we offer:

• The best co‑workers you’ll ever have, in an environment that fosters cohesion, collaboration, and performance.
• Supreme rate‑of‑learning as we re‑orient how the world works with AI.
• High compensation, through cash and equity.
• All the benefits you’d expect and more.