CX Ops Specialist

Together AI; San Francisco (CA); Hybrid; USD 140,000 - 180,000; Full time

Benefits offered by this job

Health insurance

Equity

Competitive benefits

Job summary

Together AI, the AI Native Cloud, is hiring a CX Operations Specialist in San Francisco. You will be the first hire in a new function, balancing support work with building automation that speeds the whole Customer Experience team.

You’ll own billing, refunds, and monthly credit reporting while partnering with Commerce, Billing, and Finance. Based at our SF headquarters with a hybrid work model, you’ll transform repeatable processes into reliable agent workflows, and grow into ownership over QA

Qualifications

• Experience in a customer-facing support or operations role.
• Ability to design automated workflows from repeatable steps.
• Comfort using a terminal and reading JSON responses.
• Strong written communication and empathy to explain technical terms to customers.
• Experience owning a ticket queue and meeting response targets.
• Ability to manage multiple workstreams and switch context frequently.

Responsibilities

• Own billing and account support: triage, respond, and resolve, or route to the right team
• Process refunds, investigate disputed charges, and resolve payment declines, changes, and credits
• Handle account setup, including SSO configuration for identity providers
• Manage monthly reporting of customer credit requests, supporting forecasting and contract-aligned reports
• Build and maintain agent skills that automate repeatable steps of billing and credit work
• Work with Commerce on product delivery, credit deposits, order fulfillment, and endpoints
• Raise friction in billing workflows and turn it into clear requirements
• Agree on priorities with manager based on hours saved and error reduction

Skills

Customer-facing support

Problem solving

Attention to detail

Multitasking

Empathy

Written communication

Tools

Zendesk

Pylon

Command line

Job description

As a CX Operations Specialist, you’re the first point of contact for customers’ billing and account needs, and you build the automation that makes the whole Customer Experience team faster. You’ll resolve billing disputes, handle account and SSO setup, and own monthly credit and renewal reporting. You’ll work closely with Commerce, Billing, and Finance as well as directly with customers. In this role, empathy and clear communication matter as much as the technical work.

This is a role where you’ll spend roughly half your time on support and reporting and the other half building. You’ll find the repeatable, rules-based steps in the work, starting with refund request triage, and turn them into agent skills and workflows that produce accurate, reliable results. You’ll also partner with Commerce and engineering to turn friction in support-side billing workflows into clear requirements.

You will be the first hire in a new function on a growing team. As the day-to-day gets automated, there’s room to grow into ownership of areas like RCA deliverables, CSAT, and renewals, or to go deeper as a technical tools and automation specialist.

This role is based out of our SF headquarters and hybrid.

Responsibilities

• Own billing and account support: triage, respond, and resolve, or route to the right team
• Process refunds, investigate disputed charges, and resolve payment declines, payment-method changes, negative balances, and credit-limit issues
• Handle account setup, including SSO configuration for common identity providers (Okta, Azure AD, Google Workspace), and diagnose common failures
• Manage monthly reporting of customer credit requests, supporting forecasting and detailed customer reports checked against contract terms
• Build and maintain agent skills that automate repeatable steps of billing and credit work, starting with refund request triage
• Work with the Commerce team on product delivery, credit deposits, order fulfillment, and endpoint reservations, using internal systems and command-line tools
• Raise friction in support-side billing workflows and help turn it into clear requirements
• Agree on priorities with your manager based on hours saved and error reduction

Requirements

• Experience in a customer-facing support, customer success, billing support, program management, or operations role, or equivalent projects. We care more about what you’ve built and the problems you’ve solved than the number of years.
• A knack for breaking problems into core pieces and turning recurring patterns into clear rules and steps that an automated workflow can follow
• Comfort working in a terminal: running commands, reading curl or HTTP requests, and interpreting JSON error responses
• Strong written communication and genuine empathy, with the ability to explain billing and technical concepts to non-technical customers
• Attention to detail with numbers: you check totals, reconcile sources, and catch discrepancies
• Experience owning a ticket queue in a support platform (Pylon, Zendesk, Intercom, or similar) and working to response and resolution targets
• A strong sense of ownership and a habit of documenting what you learn and fixing root causes instead of repeating the same fix
• Ability to manage multiple workstreams and switch context frequently

Preferred Qualifications

• Golang or Rust development experience
• Experience building and managing cloud-native services (e.g., AWS, Google Cloud Platform)
• Strong understanding of Linux system and networking fundamentals, including TCP/IP, kernel operations, memory, and file system management
• Familiarity with Open Compute Project (OCP) technologies (OpenBMC, Coreboot, Linuxboot, etc.)

If you don’t meet every requirement but believe you’d be a great fit, we’d still love to hear from you. We’re looking for part support, part PM, part engineer.

About Together AI

Together AI, the AI Native Cloud, is purpose-built for AI engineers. AI application developers get high-performance inference that scales reliably, fine-tuning and reinforcement learning for creating frontier-level specialized models, and pre-training at massive scale for fully custom intelligence, all around a marketplace of leading open models that teams can run, adapt, and own. Trusted by Cursor, Decagon, ElevenLabs, Salesforce, and Zoom, Together serves 400+ trillion tokens a month.

Compensation

We offer competitive compensation, startup equity, health insurance and other competitive benefits. The US base salary range for this full-time position is: $140K - $180K + equity + benefits. Our salary ranges are determined by location, level and role. Individual compensation will be determined by experience, skills, and job-related knowledge.

Together AI is an Equal Opportunity Employer and is proud to offer equal employment opportunity to everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, and more.

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