Customer Ops Associate

Who you are

• 1–3 years in a customer-facing technical support, solutions, or similar role at a B2B software company
• Comfort digging into logs, systems, and documentation to get to root causes,
• Experience translating ambiguous customer issues into clear, structured problem statements and next steps
• Demonstrated ability to collaborate closely with Customer Success, Sales and Engineering, providing crisp, context-rich escalations
• SQL experience and basic coding proficiency; familiarity with low-code / internal tooling or a strong interest in building simple tools and automations to reduce manual work
• Clear, concise written and verbal communication, especially when explaining complex issues to non-technical stakeholders
• High ownership mindset: you’re hands-on, proactive, and motivated by improving the underlying system—not just closing tickets
• Ability to work within the SF office - our team is there at least 3 days a week

What the job involves

• After incredible success in building out our tech Ops function last year, we're now growing again. As a Customer Ops Associate, you'll become the go-to expert on how Metaview actually works under the hood - digging into logs, spotting patterns, and turning one-off problems into scalable solutions
• You'll work closely with our Customer Success, Sales, Engineering teams, and you'll have real ownership over the internal tools and processes that make troubleshooting faster and more self-serve over time
• Take end-to-end ownership of escalated technical issues, ensuring they’re investigated and resolved quickly
• Use internal logs and tooling to diagnose issues, identify root causes, and clearly distinguish between configuration, customer-environment, and product problems
• Design and maintain lightweight internal tools and workflows that make recurring investigations faster and more self-service for the CS team
• Create and continuously improve internal documentation so that both humans and AI-powered tools can reliably surface the right answers
• Partner with Account Managers on key enterprise accounts, joining calls when needed to guide customers through technical troubleshooting
• Collaborate with Engineering to provide clear, well-scoped, and context-rich bug reports that accelerate prioritisation and fixes

Benefits

• Competitive salary
• Meaningul equity