Customer Operations Lead

Experience: 4.00 + years

Salary: Confidential (based on experience)

Expected Notice Period: 7 Days

Shift: (GMT+05:30) Asia/Kolkata (IST)

Opportunity Type: Remote

Placement Type: Full Time Contract for 12 Months(40 hrs a week/160 hrs a month)

(*Note: This is a requirement for one of Uplers' client - Fast Growing startup based out of New York)

What do you need for this opportunity?

Must have skills required:

AI Tools, Startup, Zoho, Communication with stakeholders, Customer Operations, Customer Success, operational thinking, SMB, US Market

Fast Growing startup based out of New York is Looking for:

Customer Operations Lead (IC) –

We are building the operating system for modern bakeries — powering everything from custom orders and online sales to POS, kitchen operations, payments, delivery, and customer engagement.

We work with some of the top bakery businesses in America and have a strong product-market fit in a large underserved SMB market.

We are looking for a highly accountable senior individual contributor to help build and improve how customers experience as we scale.

This is a high-ownership operational role for someone who enjoys solving real business problems, building structure in fast-moving environments, and working closely with founders and SMB business owners.

You will work directly with founders and customers to help shape how a vertical SaaS company scales customer operations, adoption, retention, and long-term customer trust.

Why This Role Matters

We sit at the center of real-world bakery operations — orders, production, staff workflows, customer communication, payments, delivery, and day-to-day execution.

As we scale, customer experience cannot rely on chaos, heroics, or constant founder involvement.

This role will help build the operational structure, execution quality, and customer systems that allow the company to scale while maintaining strong customer trust and retention.

Our customers run fast-moving operational businesses where small execution issues can create real business impact. Attention to detail, structured thinking, sound judgment, and calm execution matter deeply in this role.

What You’ll Own

Own customer operations across onboarding, activation, adoption, support, retention, and operational health
Become a trusted operational partner to bakery owners, managers, and staff
Drive successful go-lives and help customers fully adopt the platform in daily operations
Identify operational friction, workflow gaps, and customer pain points early
Improve workflows, systems, and customer experience through structured thinking and execution
Maintain visibility into customer health, operational risks, and funnel performance
Work cross-functionally with founders, product, engineering, and operations teams
Represent the voice of the customer internally while balancing customer needs, scalability, and business priorities
Identify patterns in customer behavior, operational inefficiencies, and product friction to help improve execution quality at scale

Communication

You should be able to quickly adjust how you communicate depending on the audience — founders, bakery owners, managers, front-of-house staff, kitchen teams, or internal product and engineering teams.

You simplify complexity, communicate clearly under pressure, and help customers feel confident during operationally stressful situations.

What Makes This Role Unique

Work directly with founders on operational and strategic decisions
Influence how a fast-growing vertical SaaS company scales
Build deep relationships with SMB business owners across the U.S.
Gain exposure across customer success, operations, product, and growth
Operate with high ownership, autonomy, and accountability
Help shape systems and processes, not just execute tasks
Be trusted with meaningful operational responsibility early

Who This Role Is For

You enjoy solving messy operational problems
You think in systems, processes, and outcomes
You are calm under pressure and highly execution-focused
You combine empathy with strong operational judgment
You naturally identify patterns, inefficiencies, and risks
You are structured, practical, and detail-oriented
You value ownership and accountability over hierarchy
You thrive in fast-moving startup environments with ambiguity and constant learning
You prefer deep operational impact over managing large teams

Requirements

Experience working at a SaaS company serving SMB businesses in the U.S.
Strong customer-facing operational experience in a fast-moving environment
Exceptional communication and relationship-building skills
Ability to adapt communication style based on the audience
Strong operational judgment, prioritization, and problem-solving ability
Ability to make practical, sound decisions in fast-moving situations
Comfortable learning complex SaaS workflows and operational systems quickly
Strong instinct for simplifying operational complexity
Experience in early-stage or high-growth startup environments preferred
Comfortable using AI and automation tools to improve execution quality and efficiency

What Success Looks Like

Customers successfully adopt and trust the platform in daily operations
Onboarding and go-live execution become predictable and scalable
Customer friction and operational risks are surfaced early
Customer activation, retention, and operational health improve consistently
Processes become more scalable without losing customer trust or personalization
You become a trusted operational leader internally and advisor externally

How to apply for this opportunity?

Step 1: Click On Apply! And Register or Login on our portal.
Step 2: Complete the Screening Form & Upload updated Resume
Step 3: Increase your chances to get shortlisted & meet the client for the Interview!

About Uplers:

Our goal is to make hiring reliable, simple, and fast. Our role will be to help all our talents find and apply for relevant contractual onsite opportunities and progress in their career. We will support any grievances or challenges you may face during the engagement.

(Note: There are many more opportunities apart from this on the portal. Depending on the assessments you clear, you can apply for them as well).

So, if you are ready for a new challenge, a great work environment, and an opportunity to take your career to the next level, don't hesitate to apply today. We are waiting for you!