Remote Customer Operations Lead: Elevate Support & Feedback

Covalent Networks; United States; Remote; USD 80.000 - 100.000; Vollzeit

Benefits dieser Stelle

Early impact

Leadership exposure

Career development

Competitive salary

Home office stipend

L&D program

Team-building

Zusammenfassung

Covalent Networks is hiring a Customer Operations Lead for a remote, US-based role. You will strengthen the day-to-day Support operation and grow into broader customer operations and product feedback responsibilities.

Ideal candidates have 5+ years in customer support/operations in SaaS, strong cross-functional collaboration, and comfort with data-driven process improvements. This role includes exposure to product/engineering teams and potential travel.

Qualifikationen

• Strong analytical skills and ability to use data to improve processes.
• Excellent written and verbal communication with customers and teams.
• High emotional intelligence and trust-building with stakeholders.
• Independent, solution-oriented approach in a fast-paced startup.
• Experience with SaaS support, ticketing, product analytics, or issue-tracking tools.

Aufgaben

• Actively respond to customer support tickets with timely resolutions.
• Manage day-to-day support operations, SLAs, escalations and workflows.
• Identify opportunities to automate or streamline processes and improve CX.
• Assist with API requests, data pulls, and reporting needs.
• Coach and mentor support team members as the function scales.
• Validate issues, classify bugs vs. feature requests, and relay feedback to Product/Engineering.
• Coordinate structured customer feedback and beta-testing activities.

Tools

Zendesk

Jira

Pendo

Jobbeschreibung

Covalent Networks is hiring a Customer Operations Lead for a remote, US-based role. You will strengthen the day-to-day Support operation and grow into broader customer operations and product feedback responsibilities.

Ideal candidates have 5+ years in customer support/operations in SaaS, strong cross-functional collaboration, and comfort with data-driven process improvements. This role includes exposure to product/engineering teams and potential travel.