Operations Generalist
Skills
About the Role
You will build and run scalable customer operations and internal systems. You will lead customer support efforts, design automations and escalation frameworks, and coordinate incident response with engineering and external partners. You will own cross-functional projects, manage service providers, contracts, invoices and SLAs, implement documentation, dashboards and workflows, and support product launches and financial monitoring. You will be expected to exercise judgment, operate independently, and build systems rather than only manage tickets.
Requirements
- 3+ years of experience in fast-paced environments, ideally fintech crypto or startups
- Experience working directly with founders and executives
- Ability to create processes from scratch and operate independently
- Strong communication across technical and non-technical stakeholders
- Curiosity about technical systems and product mechanics
Responsibilities
- Lead and develop the customer success function
- Design scalable support processes, automations and escalation frameworks
- Leverage AI and tooling to deliver efficient high-quality support
- Monitor KPIs and continuously raise service standards
- Coordinate incident response with engineering and external partners
- Establish structured feedback loops between users and product
- Own cross-functional projects and execution across Product GTM Partnerships and Finance
- Identify operational gaps and implement solutions proactively
- Manage service providers, contracts, invoices and SLAs
- Implement and maintain internal documentation dashboards and workflows
- Support product launches and growth initiatives
- Monitor budgets burn revenue and financials when required
Benefits
- Flexible and remote work schedules
- Dedicated Friday afternoons for research or internal projects
- State-of-the-art equipment and necessary tools