Customer Operations Associate

About the Role

Lette is seeking a Customer Operations Associate to support our customer success, support, and experience teams. The ideal candidate is proactive in problem-solving, able to identify root causes rather than temporary fixes, and capable of navigating ambiguous challenges independently. This position serves as the primary liaison for customers and provides valuable insights to our product and engineering divisions. It offers ample growth potential driven by the individual’s initiative.

Responsibilities

• Respond promptly and clearly to customer inquiries and concerns across multiple communication channels.
• Guide customers through onboarding processes and ongoing support to encourage product adoption and retention.
• Identify underlying issues on complex or recurring problems, collaborating with product and engineering teams to implement permanent solutions rather than temporary patches.
• Manage support tickets thoroughly from initial investigation to resolution or appropriate escalation without requiring follow-up prompts.
• Collaborate with product and engineering teams to identify bugs, workflow gaps, and process failures.
• Contribute to the development and enhancement of support documentation, FAQs, and customer service processes as the team expands.

Candidate Profile

• Quick and clear thinking capable of assessing new situations and taking initiative without detailed instructions.
• Experience in diagnosing problems, such as in support, helpdesk, quality assurance, or technical troubleshooting, with a mindset of seeking the real cause behind issues.
• Autonomous problem-solving skills coupled with sound judgment for when to escalate concerns.
• Excellent written and verbal communication skills with sincere empathy for customers.
• Highly organized and detail-oriented, capable of managing multiple concurrent issues effectively.
• A strong desire to thoroughly learn and understand the product.

Preferred Qualifications

• Experience using support platforms like Intercom or similar tools.
• Prior customer service experience.
• Familiarity with startup environments or fast-paced workplaces.

Recruitment Process

• Initial 30-minute interview with the Hiring Manager.
• Completion of a take-home assignment expected to take up to 90 minutes.
• 45-minute interview with a Founder and another team member.
• Final 45-minute interview with the Hiring Manager to review the role and discuss the take-home task.