Remote · Full-time
Customer Operations & Experience Manager (IC)
We're looking for a Customer Operations & Experience Manager (Individual Contributor) to own the day-to-day execution and visibility of our customer experience as we scale.
This is a hands-on, front-line role for someone who wants to be close to customers, deeply involved in operations, and accountable for making sure the customer funnel—from onboarding through activation and ongoing support—flows smoothly and meets company KPIs.
You'll work closely with founders and senior team members, executing existing playbooks, surfacing friction and risk early, and collaborating on how we continuously improve and scale how we serve customers.
All our positions are full-time — we're looking for people ready to grow with us for the long run.
What You'll Do
- Own front-line customer operations across onboarding, activation, support, and payments
- Handle customer communication hands-on with consistency, clarity, and empathy
- Ensure SLAs are met and expectations are clearly set
- Maintain visibility into funnel health and performance against KPIs
- Surface risks, customer dissatisfaction, and execution issues early
- Execute outreach and activation workflows collaboratively
- Use AI and tools to improve productivity, communication quality, and analysis
- Represent the customer voice internally and balance customer needs with company constraints
What Success Looks Like (12 Months)
- Customer communication and SLAs are reliable and trusted
- Leadership has clear, ongoing visibility into the customer funnel
- Risks and issues are surfaced early
- Funnel performance meets company KPIs
- Playbooks improve based on real execution insight
- You are trusted to own the operational reality of the customer experience
Who This Role Is For
- You want hands-on ownership, not people management
- You thrive in early-stage, high-ownership environments
- You value operational rigor, efficiency, and clarity
- You enjoy being close to customers and real problems
- You grow through experience, feedback, and increasing scope
Requirements
- Experience in customer-facing or operational roles
- Strong written and verbal communication skills
- High customer empathy
- Comfort owning workflows end-to-end as an IC
- Ability to use AI and tools to increase productivity
- Availability to travel 3–4 days every quarter for a company offsite
Pluses
- Experience in fintech or SaaS
- Early-stage company experience
- Familiarity with operational metrics and funnels
Interested? Email jobs@capitalos.com with your LinkedIn/CV.
We look forward to hearing from you.
Interested? Email jobs@capitalos.com with your LinkedIn/CV.
We look forward to hearing from you.
We know that amazing people come from all backgrounds and encourage you to apply even if your experience doesn't exactly match the description.
CapitalOS provides equal employment opportunities to all applicants for employment. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.