Remote Customer Operations Lead: Scale Support & Product Feedback

Covalent | Workforce Operations

United States

On-site

USD 80,000 - 100,000

Full time

4 days ago

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Benefits offered by this job

Home office stipend

L&D program

Monthly team-building activities

Competitive salary & benefits

Job summary

Covalent | Workforce Operations is seeking a Customer Operations Lead to scale our Support operations and become a subject matter expert on the Covalent platform. Remote role with potential travel, the position offers growth into broader customer operations, product feedback, and cross-functional collaboration with Product and Engineering.

You will respond to tickets, manage workflows, and mentor teammates while driving automation and improvements in a fast-paced startup environment.

Qualifications

5+ years of experience in customer-facing technology roles such as Customer Support, Customer Experience, Customer Operations, or Technical Support.
Experience owning or improving Support processes, workflows, or customer-facing operations within a SaaS environment.
Ability to identify operational problems and build scalable processes.

Responsibilities

Actively respond to customer Support tickets with timely, high-quality resolutions.
Manage day-to-day Support operations: queue health, workflows, SLAs, escalations, and continuous improvement.
Identify opportunities to improve processes and overall customer experience using feedback and trends.
Collaborate with Product and Engineering on bugs, feature requests, and release readiness.
Support complex customer configuration and scalable, centralized experiences.