Customer Success & Operations Lead

Puck; San Francisco (CA); Hybrid; USD 80,000 - 90,000; Full time

Job summary

Puck is seeking a sharp, detail-oriented Operations Analyst to join our growing team. This foundational role places you among our first ops hires, giving you ownership and direct impact on how we serve customers and scale internal processes.

This hybrid role sits at the intersection of Customer Success and Product Quality, ensuring the platform is bug-free while helping customers achieve their hiring goals.

Qualifications

• 1–4 years of experience in a SaaS environment (Customer Success, Support Ops, or QA).
• Analytical mindset: you enjoy digging into data to find the why behind issues.
• Technical curiosity: comfortable with logs, Chrome DevTools, and API basics.
• Strong communication: explain bugs to non-technical customers and requirements to developers.

Responsibilities

• Serve as the primary onboarding and high-level support contact for key accounts.
• Monitor account health and usage patterns to proactively identify struggling customers.
• Translate customer pain into structured product feedback for the engineering team.
• Build and maintain playbooks for onboarding, renewals, and escalations.
• Drive measurable customer satisfaction by transforming operational problems into automation and AI workflows.
• Audit customer-facing interactions against defined quality standards and own UAT.
• Design and deploy production-ready AI tools and automated playbooks to reduce bugs and increase reliability.
• Maintain internal knowledge bases and beta test new technologies to improve operations.

Skills

Analytical mindset

Technical curiosity

Communication

Startup grit

Job description

Role Overview

We’re looking for a sharp, detail-oriented Operations Analyst to join our growing team. This is a foundational role — you’ll be one of our first ops hires, which means you’ll have real ownership and direct impact on how we serve our customers and scale our internal processes.

This is a unique hybrid role designed for someone who loves solving puzzles and advocating for the user. You will sit at the intersection of Customer Success and Product Quality, ensuring our platform is bug‑free while helping our customers achieve their hiring goals.

You won’t just be managing tickets; you will be the primary feedback loop that helps us decide what to build next and ensures that what we ship is rock solid.

Core Responsibilities

Customer Success & Insights

• Serve as the primary point of contact for technical onboarding and high‑level support for our key accounts.


• Monitor account health and usage patterns to proactively identify struggling customers.


• Translate “customer pain” into structured product feedback for the engineering team.


• Build and maintain playbooks for onboarding, renewals, and escalations.


• Drive measurable customer satisfaction by transforming vague operational problems into technical solutions leveraging automation and AI workflows.

Quality Assurance (QA)

• Audit customer‑facing interactions (support tickets, emails, calls) against defined quality standards


• Own the User Acceptance Testing (UAT) process for all new feature releases.


• Develop and maintain QA scorecards and reporting frameworks


• Reproduce and document bugs reported by users, providing clear steps for the engineering team to fix them.


• Design and deploy production‑ready AI tools and automated playbooks that drive down bugs and increase reliability.

Operational Excellence

• Maintain our internal and external knowledge bases (FAQs, “How‑to” guides, and feature release notes).


• Beta test new technologies that can improve and streamline our operations.

Qualifications

• 1–4 years of experience in a SaaS environment (Customer Success, Support Ops, or QA).


• Analytical Mindset: You enjoy digging into data to find the “why” behind a problem.


• Technical Curiosity: You don’t need to code, but you should be comfortable using Chrome DevTools, looking at logs, and understanding API basics.


• Communication: You can explain a complex technical bug to a non‑technical customer and a business requirement to a developer.


• Startup Grit: You are comfortable wearing multiple hats and building processes from scratch.

About Puck

Puck is a company that moves beyond job descriptions to highlight the teams behind open roles. We add mini‑podcasts to job descriptions. By building better profiles of candidates and employers, we help match people to people, not just resumes to job descriptions. Choosing a job or hiring for one is up there with the most important decisions we make. We started Puck to build a better way to hire. To help people find new opportunities, start a conversation and find their people. 28% of Americans are actively searching for a new job right now. Our experienced founding team is working to make that search better.

This role is hybrid in downtown San Francisco.

$80,000 – $90,000 yearly