Operations & Customer Success
Hybrid (San Francisco, CA / New York, NY / Remote (US))$50k - $75kFull-timePosted 11mo ago
About the role
Role focused on building and scaling Pilot AI's operations and customer success functions, working directly with the founder to establish processes, drive customer-focused initiatives, and ensure compliant, efficient operations.
Responsibilities
- Triage existing and potential customer requests efficiently and project manage those requests through to resolution while ensuring a high level of customer satisfaction
- Be the voice of the customer, translating learnings from customers and market research into actionable requirements and inputs for go-to-market strategies and the product roadmap
- Become a product expert and understand the Pilot AI vision in order to effectively communicate with customers and team members
- Assist in managing relationships with business customers and vendors, ensuring effective collaboration and service delivery
- Help onboard new users to the Pilot AI platform
- Support customer interactions and inquiries, providing excellent service and escalating issues as needed
- Oversee projects related to system integrations, API enhancements, and new product integrations with customers and end-users
- Manage new customer success initiatives
- Create and document success deliverables and account management practices
- Identify and implement scalable processes and tools to automate yourself out of as much execution work as possible in order to scale the business efficiently while maintaining a high quality of experience for our customers
- Explore and implement ways to eliminate menial or rote tasks through automation, AI or efficient delegation
- Develop and maintain internal operational documentation, training materials, and standard operating procedures (SOPs) in service of company goals and to support onboarding or training new team members or contractors
- Monitor KPIs to track effectiveness of operational initiatives and provide data-driven recommendations for improvements
- Identify bottlenecks to company progress and drive collaborative processes for brainstorming, decision making and planning required to bring solutions to life
- Facilitate efficient, collaborative processes for OKR and project planning
- Develop and optimize operational processes tailored to our product and our customers
- Collaborate closely with cross-functional teams to gather and analyze data, providing insights to support decision-making and process improvements
- Execute to keep the business working like a well oiled machine
- Understand the business in-and-out to be proactive about solving emerging problems
- Assist in day-to-day operations related to our product and our business, ensuring seamless integration and functionality for our customers
- Ensure compliance with regulations, privacy laws and other industry-specific requirements
- Solve really hard problems with clear framing, a deep understanding of our business, product, the customer and have creative options, a clear recommendation, and prioritization conversations with cross-functional stakeholders and senior leaders
- Participate in strategic planning initiatives, working closely with the founder to set goals, develop operational strategies, and execute plans
- Maintain an up-to-date roadmap, tracking in-progress and planned work by partnering closely with the CEO and CTO, gathering required inputs and facilitating key prioritization decisions
- Stay abreast of industry trends and news that affects the business
- Work closely with the compliance and engineering teams to prioritize and implement customer-driven improvements and new features
Qualifications
- Flexibility and ability to work autonomously in a demanding and ambiguous environment
- Demonstrate a start-up mindset, being adaptable, resourceful, and proactive in problem-solving
- Comfortable with ambiguity, context-switching, and a fast-paced environment
- A proactive mindset, with the ability to take ownership of tasks and seek opportunities for process improvement
- Adaptability, flexibility and willingness to learn and take on new challenges in a fast-paced startup environment
- Excellent communication and time management skills
- Strong analytical skills, with the ability to gather, analyze, and interpret data effectively
- Excellent organizational and time management skills, with a keen attention to detail
- Strong interpersonal and collaboration skills, with the ability to effectively communicate and work with internal teams and external business customers
- Organization and Process
- Passion for organization, project management, and process efficiency
- Ability to balance details with big-picture thinking in service of higher-level objectives
- Structured and logical decision-making skills, with an ability to prioritize ruthlessly
- Strong opinions on tool usage and processes needed to achieve goals effectively
- Excellent at breaking down problems into smaller pieces to roadmap for engineering and other teams
- Strong technical mindset to spec and deliver on product/process improvements
- Systems thinking: understand how various components interact to produce a desired outcome
- Natural problem solver who takes ownership to drive resolutions for customers and teammates
- Extreme Ownership: care about the details and hold yourself to the highest standard of work product
- Desire to create a category-defining business
- Relevant experience in biz/product/sales operations at a fast-paced tech company, business operations or management consulting
- Customer-centric mindset with experience supporting business customers and gathering feedback for product improvements
- Detail-Oriented, Scrappy, Trusted Partner
- Detail-oriented and exceptionally well organized
- Scrappy and hands-on, willing to do what it takes
- A Trusted Partner with teammates
- Flexibility and agility to meet changing business and customer needs
- Deadline-driven and deadline-obsessed
Skills
Required:Customer Relationship ManagementOperational Process DevelopmentProject ManagementData Analysis
Nice to have:Automation & AI Integration
Last updated May 6, 2026. Interested? Apply on the company site.
About Paragon AI
Turns your sales calls into CRM data, automatically.
Paragon AI is a tool for sales representatives which automatically turns call recordings into structured information that directly updates the CRM. Instead of spending hours going over call recordings to pull out key information to populate the CRM, sales representatives can focus their time doing what they do best and sales leaders can rest assured that pipeline data is up to date.
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