CX Operations Lead — Equity & Customer Impact

Pazau, Inc.; New York (NY); Hybrid; USD 150,000 - 185,000; Full time

Benefits offered by this job

Equity in Pazau

Health insurance

401(k) with 4% match

Learning stipend of $2,000/year

4 weeks PTO + company-wide week off

Parental leave 16 weeks

Job summary

Pazau, Inc. is seeking an CX Operations Lead in New York to own procedures, routing, QA and reporting for Pazau's customer support. You will also serve as the in-house customer zero for new Agent features and help shape the support experience for 2,100 customers.

The base salary range is $150,000 – $185,000, with equity included in offers. Experience in CX strategy and hands-on tool configuration will be highly valued in this leadership role.

Qualifications

• 5+ years in support operations, workforce management or CX strategy.
• Hands-on experience configuring helpdesk or contact-center tools, not only managing people.
• Strong analytical skills and comfort with SQL or large spreadsheets.
• Ability to read transcripts and extract actionable insights.

Responsibilities

• Own Pazau's Procedures, routing, QA and reporting for customer support.
• Design routing, SLAs and escalation paths for chat, email and voice for 2,100 customers.
• Run QA with Pazau Insights and translate contact drivers into product feedback with metrics.
• Test new features and author internal playbooks used by customers.

Skills

SQL

Analytical thinking

Helpdesk tools

Tools

Helpdesk tools

Job description

Pazau runs its own support on Pazau. Our customers are support leaders, so our support team has to be the best reference we have. As CX Operations Lead, you'll own the Procedures, routing, QA and reporting behind Pazau's own customer support. You'll also be our in-house customer zero for every new Agent feature.

The base salary range for this role is $150,000 – $185,000. Final offers depend on level and location, and every offer includes equity.

What you'll do

• Own Pazau's own Procedures and Actions, and push our internal resolution rate from 71% toward 80%
• Design routing, SLAs and escalation paths across chat, email and voice for 2,100 customers
• Run QA with Pazau Insights, and turn contact drivers into product feedback with clear numbers attached
• Dogfood new features before they reach customers, and write the internal playbooks our customers later adopt

What you'll bring

• 5+ years in support operations, workforce management or CX strategy
• Hands-on experience configuring helpdesk or contact-center tools, not only managing people who do
• Strong analytical skills. You're comfortable in SQL or at least a very large spreadsheet
• A habit of reading transcripts, not just dashboards

Nice to have

• Experience with AI agents or chatbots in production
• Support operations in B2B SaaS
• Knowledge of Snowflake or Looker
• Medical, dental and vision for you and your dependents, with 100% of premiums covered
• Equity in Pazau, with a 10-year exercise window after you leave
• 16 weeks of fully paid parental leave for every parent
• 401(k) with a 4% match
• $2,000 a year for learning, plus conference travel when you're speaking
• Four weeks of paid time off, plus a company-wide week off at the end of December
• Recruiter call (30 min). We walk through the role, compensation and timeline, and answer your questions first.
• Hiring manager conversation (45 min). A conversation about work you're proud of and the problems this team owns.
• Operations case (60 min). We'll share an anonymized export of our support data and ask what you'd change first, and how you'd measure it.
• Final interviews (3–4 hours, virtual or on-site). Three or four conversations with the people you'd work with every day, including one cross-functional partner.
• Founder conversation and references. A 30-minute conversation with Amara or Lukas, then two references you choose.

Most candidates go from first call to offer in three to four weeks. You'll hear back from us within three business days after every stage, and every candidate who reaches final interviews gets written feedback.

Sound like your next job?

We reply to every application within five business days.