Customer Operations Lead

Job Description

Job Description

About the Role

We're a fast-growing, early-stage AI/ML infrastructure company building the platform for creating, managing, and scaling Reinforcement Learning (RL) environments — used by frontier AI labs, data suppliers, and enterprise buyers to train and evaluate cutting-edge models.

We're looking for a Customer Operations Lead to own the human layer of our customer experience — the high-judgment, relationship-driven work that AI shouldn't (or can't) handle. You'll serve as the implementation counterpart to our GTM Engineers, driving successful customer activation and engagement across a technically sophisticated customer base.

What You'll Do

• Own customer-facing workflows that require human touch — building trust, clarifying context, and moving things forward.

• Serve as the human-in-the-loop layer across our customer segments, including data suppliers, frontier AI labs, and enterprise buyers.

• Resolve contract, onboarding, and platform blockers by coordinating with the right internal stakeholders.

• Identify recurring customer issues, feedback, and learnings — and turn them into improved processes, platform enhancements, and communications.

• Build lightweight systems and tools that streamline operational workflows and make problem resolution faster and easier over time.

• Manage many concurrent customer threads simultaneously with strong follow-through and attention to detail.

• Jump into customer conversations when escalation or nuanced judgment is needed.

What We're Looking For

Dealbreakers (must-haves):

• Experience owning and managing customer operations systems and processes for customer activation and engagement.

• Proven ability to resolve complex customer issues (e.g., contract, onboarding, platform blockers) by coordinating across internal teams.

• Experience building lightweight tools or systems to streamline operational workflows and problem resolution.

Required:

• Direct customer engagement experience — you know how to build trust, clarify context, and advance stalled issues.

• Analytical mindset: able to synthesize recurring feedback into actionable process and product improvements.

• Comfortable managing multiple concurrent operational tasks or customer issues without dropping threads.

• Demonstrated use of AI tools to enhance personal or team productivity.

Nice to Have:

• Early-stage startup experience; comfort working independently in unstructured, fast-paced environments.

• Experience working with technical customers (e.g., engineers, ML researchers, data teams).

• Familiarity with Reinforcement Learning concepts — you know what environments, evals, reward signals, and benchmarks are.

• Background in consulting, business operations, or implementation roles.

Location

This role has flexible location options:

• San Francisco, CA — on-site (preferred for US-based candidates)

• Singapore — on-site for Southeast Asia-based candidates

• Europe or other regions — fully remote as an independent contractor

Visa sponsorship is available.

Compensation & Benefits

• Salary range: $100,000 – $150,000 USD annually (for US-based, full-time roles)

• Early-stage equity opportunity

• High-impact, high-autonomy role at a company building critical infrastructure for the next generation of AI