Customer Operations Lead

About the Role

This is a hands-on operational role at an early-stage AI/ML infrastructure company building the platform for reinforcement learning environments and post-training data. You'll own the human-in-the-loop layer of customer activation and engagement - serving as the implementation counterpart to GTM Engineers and the critical connective tissue between the platform and its customers, including data suppliers, frontier AI labs, and enterprise buyers.
What You'll Do

• Own customer-facing work that requires human judgment and cannot or should not be automated with AI.
• Drive successful customer activation and engagement across a diverse set of technical customers.
• Jump into customer conversations when a human touch is needed to build trust, clarify context, or unblock progress.
• Resolve contract, onboarding, and platform blockers by coordinating with the right internal teams.
• Analyze recurring customer issues and feedback, turning them into improved processes, platform updates, and communications.
• Build lightweight systems and tools to streamline operational workflows and make future problem resolution faster.
• Manage many concurrent customer threads simultaneously with strong attention to detail and follow-through.

What We're Looking For

• 3-10 years of experience in customer operations, business operations, consulting, or a similar role.
• Proven ability to own and manage end-to-end customer operations systems for activation and engagement.
• Experience resolving complex customer issues (contracts, onboarding, platform blockers) by coordinating cross-functionally.
• Strong judgment in customer-facing situations - knowing when to help, when to push back, and when to escalate.
• Demonstrated experience using AI tools to enhance personal or team productivity.
• Comfortable operating in unstructured, fast-paced early-stage startup environments with minimal supervision.
• Experience working directly with technical customers.
• Familiarity with Reinforcement Learning concepts such as environments, evals, and benchmarks is a plus.

Compensation & Benefits

Salary range: $100,000 - $150,000 USD annually. Visa sponsorship is available.
Location

On-site in San Francisco, CA . Candidates based in Southeast Asia (Singapore) or elsewhere, particularly Europe, may be considered as fully remote independent contractors.