Senior Remote Customer Operations Leader

Covalent; Northern (KY); Hybrid; USD 80,000 - 100,000; Full time

Benefits offered by this job

Remote work initiatives

Home office stipend

L&D program

Monthly team-building activities

Competitive salary & benefits

Job summary

Covalent is seeking a Customer Operations Lead to scale our Support operation and become a subject matter expert on the Covalent platform. You will gradually expand to Product feedback and broader customer operations, partnering with Product and Engineering to improve customer experience.

The role is remote with occasional travel based on business needs, offering an opportunity to impact enterprise customers and build scalable, centralized support programs as Covalent grows.

Qualifications

• 5+ years in Customer Support, Customer Experience, or related customer-facing tech role.
• Experience owning or improving Support processes, workflows, or escalations within a SaaS environment.
• Strong technical aptitude and ability to learn complex SaaS products and communicate with technical/non-technical stakeholders.

Responsibilities

• Actively respond to customer Support tickets with timely resolutions.
• Manage day-to-day Support operations, including queue health, workflows, SLAs, escalations, and continuous improvement.
• Use feedback to identify opportunities to improve processes and customer experience.
• Identify automation opportunities to reduce repetitive work and improve response times.
• Mentor and support other Support team members as the function scales.

Skills

Customer support

Customer operations

Cross-functional collaboration

Analytical skills

Communication

Problem solving

Tools

Zendesk

Jira

Pendo

Job description

Covalent is seeking a Customer Operations Lead to scale our Support operation and become a subject matter expert on the Covalent platform. You will gradually expand to Product feedback and broader customer operations, partnering with Product and Engineering to improve customer experience.

The role is remote with occasional travel based on business needs, offering an opportunity to impact enterprise customers and build scalable, centralized support programs as Covalent grows.