Customer Operations Specialist

Customer Operations specialist (Early-Stage Startup) Location: New York City Work Type: Full-Time, Onsite Compensation: $120,000–$200,000 Experience: 1–7+ years Role Overview We’re hiring a Customer Operations Lead to take full ownership of customer experience and revenue expansion at a fast-growing, early-stage startup . This is not a mature, process-heavy environment. You will be operating in a company that is still actively defining how things should work. The right person is comfortable with ambiguity, moving quickly, and building systems where none exist yet. You will be the first dedicated owner of customer operations , responsible for execution today and scalability tomorrow. What You Will Own End-to-end customer experience and satisfaction Customer workflows, tooling, and operational processes Direct customer communication across multiple channels Expansion and retention initiatives tied to revenue growth The foundation for a future customer operations function What You’ll Do Design and improve customer workflows to deliver fast, reliable, high-quality support Serve as the primary point of contact for customers via phone, email, and chat Identify gaps in tooling, process, or communication and fix them without waiting for direction Improve onboarding, engagement, and retention in a constantly evolving product environment Drive expansion opportunities through product adoption and customer education Work closely with product and marketing teams to ensure customer feedback influences priorities Operate with flexibility — including occasional evenings or weekends — when the business requires it Help shape how customer operations scales as the company grows Who You Are 1–7+ years experience in customer success, customer operations, account management, solutions, or sales Prior experience in a startup or early-stage company is strongly preferred Comfortable wearing multiple hats and shifting priorities Confident working without rigid structure or constant supervision Strong communicator who builds trust quickly with customers Commercially minded with experience supporting growth and retention High ownership mentality — you see problems and take action What This Role Requires Comfort with fast change, incomplete information, and evolving processes Willingness to be hands‑on and accountable for outcomes Ability to balance customer advocacy with business priorities Interest in building something from the ground up, not inheriting a finished system Competitive salary and equity Relocation assistance available Company‑provided technology setup Health, dental, and vision coverage Meals provided while onsite This Role Is Not a Fit If You Prefer clearly defined processes and slow decision‑making Expect a strictly 9–5 role Need heavy direction or layered management Are looking for a fully built customer success organization #J-18808-Ljbffr Arcadia