Remote Part-Time Customer Success & Support Ops Lead

Ethos; New York (NY); On-site; USD 83,000 - 124,000; Part time

Job summary

Ethos is seeking experienced customer success and support operations leaders to help train their latest language model on professional documents, spreadsheets, and slide decks. This is a fully remote role with flexible, 5–20 hours per week and an ASAP start.

You will lead teams to build, evaluate, and refine AI-generated outputs, translate data into executive-ready decks, and develop playbooks for onboarding, adoption, and escalation.

Qualifications

• 4+ years owning customer success or support operations for a B2B SaaS or services organization, including ownership of health-score models and renewal forecasting.
• Ability to translate messy support and usage data into quarterly business review decks and escalation runbooks trusted by executives and customers.
• Expert-level document, spreadsheet, and slide craftsmanship, with excellent written communication and attention to detail.

Responsibilities

• Lead customer success and support operations teams to train AI models on professional documents, spreadsheets, and slide decks.
• Create and refine health-score dashboards, renewal risk scorecards, and quarterly business review decks.
• Develop escalation runbooks, onboarding and adoption playbooks, and voice-of-customer synthesis briefs.

Skills

4+ years owning customer success

support operations leadership

health-score models

renewal forecasting

data-to-decks storytelling

document craftsmanship

spreadsheet craftsmanship

slide craftsmanship

excellent written communication

Job description

Ethos is seeking experienced customer success and support operations leaders to help train their latest language model on professional documents, spreadsheets, and slide decks. This is a fully remote role with flexible, 5–20 hours per week and an ASAP start.

You will lead teams to build, evaluate, and refine AI-generated outputs, translate data into executive-ready decks, and develop playbooks for onboarding, adoption, and escalation.