Work Arrangement:
- Fully Remote.
Job Type:
- Full-Time.
Work Schedule:
- Monday to Friday.
- Full US Eastern Time (ET) overlap required.
Locations:
- Latin America.
Role Overview:
Our client is hiring an Operations & Project Manager to support Customer Success operations and onboarding execution across a growing SaaS organization. This role will serve as the operational backbone of the Customer Success team, ensuring workflows, onboarding processes, support requests, and internal systems are executed with accuracy and consistency. You will collaborate cross-functionally with Product, Engineering, Business Operations, and Customer Success teams to maintain operational excellence and improve customer-facing processes. The role is highly execution-focused and ideal for someone who thrives in structured, process-driven environments with multiple moving parts. You will help build scalable systems, improve operational visibility, and support seamless onboarding and customer support experiences. This opportunity is best suited for someone who is proactive, detail-oriented, analytical, and comfortable owning operational workflows in a fast-paced SaaS environment.
Your Impact:
You will help streamline customer support and onboarding operations by ensuring workflows are executed accurately and efficiently across the organization. Your work will directly contribute to improved customer onboarding experiences, stronger SLA performance, cleaner operational processes, and increased cross-functional alignment. You will play a key role in maintaining operational visibility, reducing manual inefficiencies, and helping scale internal systems that support customer success operations. Your contributions will improve process consistency, enhance knowledge management, and support the company’s ability to deliver high-quality customer experiences at scale.
Core Responsibilities:
Customer Support Operations – 30%:
- Own and manage the Customer Success inbox and ticketing workflows.
- Triage, categorize, and prioritize inbound requests accurately.
- Track customer-related tasks from intake through completion.
- Maintain SLA adherence and ensure timely resolution of requests.
- Coordinate internal execution support for Customer Success operations.
Onboarding & Implementation Support – 25%:
- Support onboarding and implementation workflows for new customers.
- Execute onboarding-related tasks including setup, configuration, and tracking.
- Maintain onboarding timelines, checklists, and operational deliverables.
- Coordinate smooth handoffs between onboarding, Customer Success, and operations teams.
- Ensure onboarding workflows are executed consistently and efficiently.
Knowledge Base Management – 15%:
- Build and maintain customer-facing help center documentation and FAQs.
- Create and update process documentation, tutorials, and support resources.
- Monitor knowledge base usage and identify content gaps.
- Collaborate with Product and Customer Success teams to maintain content accuracy.
- Improve self-service resources to reduce recurring support requests.
Core Operations Execution – 20%:
- Execute day-to-day operational workflows supporting customer accounts.
- Perform high-accuracy data entry, validation, and quality assurance checks.
- Monitor operational data integrity and proactively resolve issues.
- Maintain operational tracking systems and workflow visibility.
- Ensure operational documentation remains organized and up to date.
Process Improvement & Cross-Functional Collaboration – 10%:
- Document workflows and develop scalable SOPs.
- Identify operational inefficiencies and recommend process improvements.
- Partner with Engineering and Operations teams to reduce manual work.
- Surface recurring customer feedback, bugs, and workflow issues.
- Support cross-functional initiatives that improve operational efficiency.
Requirements:
Must-Haves (Required):
- 5–8 years of experience in Operations, Project Management, Customer Success Operations, or similar process-driven roles.
- Strong experience managing structured workflows and multiple concurrent workstreams.
- Experience working within SaaS, startup, or high-growth environments.
- Exceptional attention to detail and execution accuracy.
- Strong organizational, prioritization, and problem-solving skills.
- Excellent written and verbal English communication skills.
- Ability to work independently in fast-paced, remote environments.
- Strong ownership mindset with proactive follow-through.
- Comfortable handling repetitive, execution-heavy operational work.
- Experience collaborating cross-functionally with technical and non-technical stakeholders.
Nice-to-Haves (Preferred):
- Experience supporting Customer Success or Support teams.
- Familiarity with onboarding and implementation workflows.
- Experience working with ticketing systems such as Intercom.
- Exposure to process automation initiatives and workflow optimization.
- Experience partnering with Engineering, Product, or Operations teams.
- Familiarity with knowledge base management and customer enablement resources.
Tools Proficiency:
Must-Haves (Required):
- Google Workspace.
- Slack.
- Loom.
- Linear.
- Project management and workflow tracking tools.
- Documentation and knowledge management tools.
Nice-to-Haves (Preferred):
- Intercom.
- Automation tools and workflow systems.
- Customer onboarding platforms.
- Analytics or reporting tools.
