CS Operations Specialist

Execution & delivery

‍• Own day-to-day CS Operations execution across CRM, ticketing, and automation systems, picking up operational load so the senior engineer can stay focused on platform and strategy work

• Manage and triage support requests and approval workflows from CS, Implementation, and Sales teams

• Build ad-hoc reports and dashboards to answer data questions from CS Leadership, coordinating with the engineer on more complex builds

• Act as first reviewer and QA tester for new internal tools and dashboards built by the team

Operations & hygiene

• Maintain and improve a library of operational workflows and automations, catching broken automations, missing fields, and stale records early

• Keep CRM and operational data clean and consistent across systems

• Document processes and keep documentation up to date as systems and scope evolve

Scope & communication

• Ask the "what", "who", and "why" before any work begins, define scope clearly and push back on requests that are vague, misaligned, or technically over-scoped

• Communicate clearly with CS stakeholders, explain what's being built, why, and what the tradeoffs are, without over-complicating the technical detail

• Participate in intake conversations with CS, Sales, and Implementation teams to align on deliverables and timelines before execution starts

• 2+ years in CS Ops, RevOps, Sales Ops, Solutions Engineering, or a technical Customer Success role, with real exposure to cross-functional stakeholder management

• Demonstrated experience defining scope on incoming requests, pushing back when needed, and aligning stakeholders before work begins

• Good logical thinking, able to structure a problem, identify what's missing, and reason through tradeoffs before jumping to a solution

• Clear communicator, can explain technical work in plain language without dumbing it down or drowning people in detail

• Comfortable with ambiguity in cross-functional work; process-first mindset with documentation discipline

• Bilingual: English + Spanish

• Hands-on experience with a major CRM, Salesforce preferred; HubSpot or similar acceptable

• Experience with a ticketing platform, Zendesk preferred; Intercom, Freshdesk, or similar acceptable

• Intermediate SQL, comfortable with SELECTs, JOINs, aggregations, and window functions

• Experience with a low-code automation platform, n8n, Zapier, Make.com, or similar

• Comfortable with REST APIs and webhooks

• Daily use of LLM tools (Claude / ChatGPT / similar) for productivity

• Notion (or equivalent) for structured documentation; Slack fluency; spreadsheets for daily analysis

Nice to have

• BI tools (Looker / Metabase / Tableau)

• Python scripting

• Git basics

• Fintech / payroll / B2B SaaS background

• Fully remote culture: Work from anywhere in the world. 🌍
• Competitive compensation: Aligned with your experience, cost of living and market. 💸
• Global payment flexibility: We support payouts in multiple currencies so you can get paid wherever you are. 💳
• Access to coworking spaces worldwide: Connect, collaborate, or work in inspiring environments anytime. 🏢
• Freedom & Results culture: Autonomy, ownership, trust, and clear outcomes. 🎯
• Unlimited PTO: With a mandatory minimum to help you truly disconnect. 🏝️
• Quarterly recognition programs: Including our Workation for Pinnacle Award winners. 🏆
• Learning & development opportunities: Exposure to cutting-edge AI tools. 🤖
• Work-life flexibility: With async collaboration and a global distributed team. ⏱️