Remote Customer Operations Lead - Scale Support & Feedback

Covalent | Workforce Operations; Washington (District of Columbia); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Early impact role

Cross-functional collaboration

Professional development

Competitive salary

Remote work stipend

Job summary

Covalent builds workforce operations software for major manufacturers and helps scale support for enterprise customers. This role focuses on strengthening Covalent's Support operation, gaining product expertise, and expanding into customer operations and program scalability.

The position emphasizes proactive problem-solving, cross-functional collaboration, and long-term impact in a fast-growing startup environment, with remote work and periodic travel as needed.

Qualifications

• 5+ years in Customer Support, CX, Operations, or related tech roles.
• Experience owning or improving Support processes in a SaaS environment.
• Ability to identify operational problems and build scalable processes.

Responsibilities

• Actively respond to customer Support tickets with timely resolutions.
• Manage day-to-day Support operations: queue health, workflows, SLAs, escalations, continuous improvement.
• Identify opportunities to improve processes and customer experience from trends and feedback.
• Explore automation and AI tooling to reduce repetitive work and speed responses.
• Mentor teammates and potentially take on broader People-management responsibilities as needed.
• Coordinate product feedback and beta-testing with Product/Engineering.

Skills

5+ years experience

Remote work

Strong communication

Cross-functional collaboration

Technical troubleshooting

Data analysis

Customer support tooling

Zendesk

Jira

Pendo

Tools

Zendesk

Jira

Pendo

Job description

Covalent builds workforce operations software for major manufacturers and helps scale support for enterprise customers. This role focuses on strengthening Covalent's Support operation, gaining product expertise, and expanding into customer operations and program scalability.

The position emphasizes proactive problem-solving, cross-functional collaboration, and long-term impact in a fast-growing startup environment, with remote work and periodic travel as needed.