[Hiring] Customer Operations Lead @Covalent Networks

Role Description

As a Customer Operations Lead, you will play a critical role in scaling how Covalent supports its customers and users. You will initially focus on strengthening our Support operation while becoming a subject matter expert on the Covalent platform.

As you develop deep product and customer expertise, the role will expand into strengthening the feedback and quality loop between Customer-facing teams and Product/Engineering, followed by broader ownership of customer operations and scalable support programs.

This position is remote with potential for occasional travel based on business needs.

What You'll Do

• Strengthening and scaling Covalent's Support operation.
• Actively respond to customer Support tickets, providing timely, and high-quality resolutions.
• Manage day-to-day Support operations, including:
  • Queue health
  • Workflows
  • Prioritization
  • SLAs
  • Escalations
  • Continuous improvement
• Use Support trends and customer feedback to identify opportunities to improve processes and the overall customer experience.
• Identify opportunities for automation and AI-assisted tooling to reduce repetitive work, improve response times, and increase team leverage.
• Assist with API requests, customer data pulls, and reporting needs.
• Mentor and support other Support team members, with the opportunity to assume broader functional and people-management responsibilities as the function scales.

Product Feedback & Quality

• Validate reported customer issues through expected-behavior and initial QA testing before escalation to Engineering.
• Help establish clear criteria and workflows for distinguishing:
  • Bugs
  • Product gaps
  • Feature requests
  • Configuration issues
  • User education needs
• Capture, organize, and elevate recurring customer and Support feedback to Product and Engineering.
• Coordinate structured customer feedback and beta-testing activities when appropriate.
• Serve as a senior escalation point for complex customer and technical issues.
• Partner with Product and Engineering on bugs, customer-impacting issues, and release readiness.

Customer Operations

• Centralize appropriate Support and operational activities currently handled at the individual account or CSM level.
• Support complex customer configuration, site/location, user, and account-level operational requests.
• Identify opportunities to transition repetitive customer needs into scalable, centralized, or self-service experiences.
• Help ensure customer-facing teams have the information and resources needed to effectively support new and existing functionality.

Qualifications

• 5+ years of experience in Customer Support, Customer Experience, Customer Operations, Technical Support, or a related customer-facing technology role.
• Experience owning or improving Support processes, workflows, escalations, or customer-facing operations within a SaaS environment.
• Demonstrated ability to identify operational problems and build scalable processes to solve them.
• Experience supporting complex enterprise customers and navigating high-priority customer escalations.
• Strong technical aptitude and the ability to learn complex SaaS products, troubleshoot issues, and communicate effectively with technical and non-technical stakeholders.
• Experience working cross-functionally with Product and Engineering teams on customer issues, bugs, or product feedback.
• Strong analytical skills and comfort using Support and customer data to identify trends and opportunities for improvement.
• Excellent written and verbal communication skills.
• High EQ and demonstrated ability to build credibility and trust with customers and internal stakeholders.
• Independent, solution-oriented approach with comfort operating in a fast-paced startup environment.
• Experience with SaaS Support, ticketing, product analytics, or issue-tracking platforms. Our current technical stack includes Zendesk, Jira, and Pendo.
• Experience supporting customers in regulated or complex industrial environments is a plus.
• Given the industries we serve, this position must meet Export Control compliance requirements, therefore a “US Person” as defined by 22 C.F.R. § 120.15 is required.

Benefits

• Becoming an early, high impact contributor to a growing customer organization.
• Working with company leadership and a highly collaborative cross-functional team.
• Opportunities for professional development and career growth.
• Competitive salary & benefits.
• The base salary range for this position is $80,000–$100,000.
• Remote work initiatives:
  • Home office stipend
  • L&D program
  • Monthly team-building activities