Remote Customer Operations Lead

Covalent Networks; United States; Remote; USD 80,000 - 100,000; Full time

Benefits offered by this job

Early impact role

Collaborative cross-functional team

Professional development opportunities

Competitive salary and benefits

Remote work stipend

Job summary

Covalent Networks is seeking a Customer Operations Lead to scale our Support operations, become a platform subject matter expert, and drive end-to-end customer experience improvements. You’ll help define processes, mentor teammates, and partner with Product and Engineering on issues and releases.

You’ll work in a fully remote environment with potential travel as needed and will help shape scalable, data-driven customer operations across complex enterprise customers.

Qualifications

• 5+ years of experience in Customer Support, Customer Experience, Customer Operations, Technical Support, or related role.
• Experience owning or improving Support processes, workflows, escalations, or customer-facing operations within a SaaS environment.
• Demonstrated ability to identify operational problems and build scalable processes to solve them.
• Experience supporting complex enterprise customers and navigating high-priority customer escalations.
• Strong technical aptitude and ability to learn complex SaaS products, troubleshoot issues, and communicate with technical and non-technical stakeholders.
• Experience working cross-functionally with Product and Engineering teams on customer issues, bugs, or product feedback.
• Strong analytical skills and comfort using Support and customer data to identify trends and opportunities for improvement.
• Excellent written and verbal communication skills.
• High EQ and ability to build credibility with customers and stakeholders.
• Independent, solution-oriented in a fast-paced startup environment.
• Experience with SaaS Support, ticketing, product analytics, or issue-tracking platforms (Zendesk, Jira, Pendo).
• Experience supporting customers in regulated or complex industrial environments is a plus.
• U.S. Person export control compliance requirement.

Responsibilities

• Actively respond to customer Support tickets with timely, high-quality resolutions.
• Manage day-to-day Support operations, including queue health, workflows, SLAs, escalations, and continuous improvement.
• Use support trends and feedback to identify opportunities to improve processes and the customer experience.
• Identify opportunities for automation and AI-assisted tooling to reduce repetitive work and speed responses.
• Assist with API requests, data pulls, and reporting needs.
• Mentor and support other Support team members, with potential for broader responsibilities as the function scales.
• Validate reported issues through expected behavior and initial QA testing before escalation to Engineering.
• Capture and elevate recurring customer feedback to Product and Engineering.
• Coordinate structured customer feedback and beta-testing activities when appropriate.
• Serve as a senior escalation point for complex issues and partner with Product/Engineering on bugs and releases.
• Centralize Support and operational activities to scale customer operations across accounts.

Skills

Customer Support

SaaS

Process Improvement

Cross-functional Collaboration

Technical Troubleshooting

Data Analytics

Communication

Tools

Zendesk

Jira

Pendo

Job description

Covalent Networks is seeking a Customer Operations Lead to scale our Support operations, become a platform subject matter expert, and drive end-to-end customer experience improvements. You’ll help define processes, mentor teammates, and partner with Product and Engineering on issues and releases.

You’ll work in a fully remote environment with potential travel as needed and will help shape scalable, data-driven customer operations across complex enterprise customers.