Ops-Driven Customer Success 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

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.