Customer Operations Associate

About Gigs At Gigs, we're building the operating system for mobile services—a platform that lets tech companies embed global connectivity into their products effortlessly. Just as Stripe lets any business add a payment button in seconds, Gigs empowers platforms to weave in connectivity—bridging the traditional world of telecom with modern tech. From fintechs launching mobile services to HR platforms offering work phone plans, we automate provisioning and remove telecom complexity. Our team of around 90 people across the US and Europe, backed by nearly $100 million in funding from Ribbit Capital, Google, and Y Combinator. As one of the fastest-growing tech companies, bringing together early-stage engineers, product builders, and business athletes from companies like Stripe, Airbnb, and Shopify. We’re tackling deep technical and regulatory challenges to make connectivity truly seamless. If you’re driven by curiosity, creativity, and the chance to shape the future of telecom, we’d love to hear from you. The Role The Support Operations Associate will play a crucial role in preparing both Gigs and our enterprise customers for successful support operations at launch. You'll collaborate with Customer Success, Implementation, Support, Product teams, and customer stakeholders to ensure a seamless support experience from day one. What You Will Do Execute the support readiness workstream during customer onboardings, ensuring all milestones are met and dependencies are tracked. Create and maintain training materials, documentation, and knowledge base articles for internal support teams and customer support staff. Conduct support readiness assessments and training sessions for customer teams prior to launch. Develop and maintain launch checklists, runbooks, and simulation exercises to ensure all parties are prepared for go-live. Gather customer feedback during onboarding and collaborate with product and support teams to address gaps. Support implementation managers by providing expertise on support tooling, processes, and best practices. Identify opportunities to streamline and improve the support enablement process as Gigs scales. Contribute to knowledge sharing across our three-tier support model (BPO self-service, internal escalation, technical/network). What We Are Looking For 3+ years of experience in Support Operations, Customer Enablement, or Implementation roles at a SaaS or telecom company. Proven ability to manage complex projects with multiple stakeholders and dependencies. Strong written and verbal communication skills; able to create clear, concise documentation and deliver effective training. Experience configuring and using customer support platforms and knowledge management tools. Detail-oriented mindset with a passion for process improvement and documentation. Ability to translate customer requirements into actionable support workflows. Customer-focused approach and excellent problem-solving abilities. Adaptability to work in a fast-paced, rapidly evolving environment. Bonus: Experience with B2B2C support models or in regulated industries. Before You Apply... The truth is, what we're building isn't easy. We expect a lot, and operate with urgency and ownership. This won’t be the right place for everyone, and that’s okay. This role probably isn't a fit if: You need a lot of structure, or layers of process to do your best work You prefer to specialize narrowly and wait for direction rather than taking initiative You’re uncomfortable making decisions with imperfect information or wearing multiple hats You’re looking for a “big company” setup — we’re still building many things for the first time But if you’re excited by the idea of building from zero, working with passion, and leaving your mark on something that matters — we’d love to meet you. Work at Gigs At Gigs, we know that different work styles and teams thrive in different environments. Some work best remotely, while others rely on in-person collaboration to spark creativity and drive execution. We’re remote-friendly by design, but we also offer hubs for those who need the energy and focus that only in-person collaboration can bring. Gigs Pads: Our hubs in San Francisco, London, Amsterdam, and Berlin are vibrant spots where Gigsters connect, collaborate, and create together. Gigs Republic: Twice a year, our entire company comes together to strengthen bonds, align on big ideas, and share experiences that fuel our culture and ignite growth. What We Offer At Gigs, we believe in rewarding excellence. We offer competitive compensation and stock options because we see you as a true partner in our growth. We also provide stipends for your home office or work setup, a budget for learning and development to fuel your career, and of course, a free phone and international data plan Want to learn more about our benefits, hubs, and what it’s like to work at Gigs? Check out our Careers page. #J-18808-Ljbffr Crane Venture Partners