Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowPosted 30 days ago

Customer Operations Lead

Workable (global search)108,016 open roles

Where
United States
Work mode
Remote
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowCustomer Operations LeadWorkable (global search) · United States

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Workable (global search)'s own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

7.9% of postings close within 7 days. Measured by our own scanner across the market. Workable (global search) postings stay open a median of 7 days.

Share of postings closed within
  1. 1.6%1 day
  2. 3.6%3 days
  3. 7.9%7 days
  4. 14.9%14 days
  5. 34.0%30 days
This job: posted 30 days ago

Workable (global search) median: 7 days open

The posting

Covalent builds workforce operations software for some of the world’s largest and most advanced manufacturers. Our platform helps industrial companies understand the capabilities of their workforce, develop and qualify people for critical work, and deploy the right people to the right jobs. We work with leading aerospace, defense, and industrial organizations to solve complex workforce challenges across hundreds of operations worldwide.

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.

We are looking for a proactive operator and problem solver who can improve how things work today as Covalent continues to scale.

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

What You'll Do

This role is designed for growth. Your initial focus will be strengthening and scaling Covalent's Support operation. As you demonstrate strong performance, sound judgment, and deep product and customer expertise, you will have the opportunity to expand your scope across product feedback, customer experience, and broader customer operations.

Support Operations & Customer Experience

Your initial priority will be strengthening and scaling the day-to-day 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, and 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, and 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.

Requirements

  • 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. “US Person” includes a US Citizen, lawful permanent resident, refugee, or asylee.

Benefits

Our team is passionate about helping people gain in-demand skills that drive economic independence. To do so, we provide purpose-built software for technical training and workforce analytics in industrial environments. Our platform facilitates on-the-job learning and evaluations, validating proficiency for skilled workers. In joining us, you will be a part of that effort. We are early, scrappy, and will do what it takes to make our vision a reality. We’re backed by top-tier VC’s who share this mission with us.

Perks:

  • 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. Compensation within the range will be determined based on the candidate’s relevant experience, skills, and demonstrated ability to take on the scope and responsibilities of the role.
  • Remote work initiatives:
  • Home office stipend
  • L&D program
  • Monthly team-building activities
From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against Workable (global search)'s own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on Workable (global search)'s form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    Workable (global search)'s answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.