Customer Operations & Experience Associate

We're looking for a Customer Operations & Experience Associate to help run the day-to-day customer experience — handling tickets, escalations, and outreach within the agent prompts, rules, and playbooks that are already in place. You're already fluent enough with AI agents and prompts to make sensible day-to-day adjustments yourself, escalating to the system owner only when something needs a structural fix.

What You'll Do

• Execute day-to-day onboarding, activation, and support work using AI-driven tools and workflows
• Operate as the first escalation point when existing agent rules don't have a clear path and human judgment is needed
• Support platform launches — executing onboarding and outreach
• Follow established SLA documentation and communication templates, flagging opportunities for improvement
• Surface recurring problems and propose an automated solution to address the trend
• Represent the customer voice in day-to-day interactions, escalating conflicts you can't resolve yourself

What Success Looks Like (12 Months)

• You reliably meet SLA and communication standards on your personal tickets and escalations
• You've built a track record of sound judgment on escalations agents can't resolve
• You've contributed onboarding and outreach work across several platform launches
• You consistently surface recurring problems and propose solutions, some of which have been implemented team-wide
• You're emerging in your judgment and systems thinking, owning workstreams and agent design independently

Who This Role Is For

• You operate through an AI-first mindset
• You want hands-on ownership of your own queue and workflows
• You thrive in early-stage, high-ownership environments
• You value operational rigor, efficiency, and attention to detail
• You actively look for ways to automate and improve how work gets done
• You enjoy being close to customers and real problems
• You grow through experience, feedback, and increasing scope

Requirements

• Already fluent with AI agents/prompts and using AI in your own workflows
• Some experience in a customer-facing or operational role
• High customer empathy
• Strong organizational skills, with the ability to manage multiple concurrent tickets and threads
• Comfort learning and working across multiple platforms and tools
• Strong written and verbal communication skills
• Availability to travel 3–4 days per quarter for a company offsite

Pluses

• Experience in fintech or SaaS, particularly embedded finance or spend management