Customer Operations Lead

Job Description

Job Description

We are looking for a Customer Operations Lead to own the customer-facing work that cannot or should not be automated with AI. You will own the systems around successful customer activation and engagement, acting as the implementation counterpart to Client's GTM Engineers. In practice this means being the human-in-the-loop layer across both sides of Client's marketplace: data suppliers (vendors) and frontier labs and enterprises (buyers).

The work leans toward vendors (there are far more vendors than buyers) and toward education: many vendors are non-technical (think a small accounting shop that has never worked with AI), so a large share of the job is patiently explaining what client does, how the platform works, and how the bidding and project process works.

This is deliberately not a "customer service" role or a closing role, and, unlike client's GTM Engineers, it does not require prior RL knowledge. Critically, the role is not purely reactive: because you will be the most hands-on with vendors and buyers, you are expected to turn recurring issues into better processes, platform improvements, and lightweight systems over time. You may also run some demos.

A customer-ops or consulting-minded operator with sharp judgment in customer-facing situations, who can juggle many small threads without dropping any and turn recurring friction into better process.

Details
Location: San Francisco, CA
Employment: Full-time, Onsite/Hybrid
Seniority: 0-5 years experience
Equity: Competitive equity
Delivery owner: Not specified
Visa & work authorization: None Available

About the Company
Our client is building the infrastructure to create RL training data and evaluations for frontier AI agents, plus a marketplace to sell them to frontier labs. The platform is used by frontier labs, Fortune 500 companies, and startups. Client has raised $16M from top VCs (Series A led by Standard Capital, founded by a former YC partner) and was part of YC's W25 batch. The team is roughly 15 people and includes four International Olympiad medalists (IOI, ILO, IPhO), serial AI startup founders, and researchers who have published at venues such as ICLR and NeurIPS. The company has eight figures in funding and high revenue growth and is scaling profitably and quickly.

What You'll Own
Own the human-in-the-loop layer of client's operations across customers: data suppliers (vendors) and frontier labs and enterprises (buyers)
Jump into customer conversations when a human touch is needed to build trust, clarify context, or move things forward
Resolve contract, onboarding, and platform blockers by working with the right internal owners
Turn recurring customer issues, feedback, and learnings into better processes, platform, and communications
Build lightweight systems that streamline workflows or make resolving problems easier the next time they occur
Your Background (Must-Have)
Experience in customer operations, business operations, consulting, or a similar role
Demonstrated judgment in customer-facing situations: knowing when to be helpful, when to push back, and when to escalate
Comfortably managing many small but important threads at once
Close attention to detail and strong follow-through
Has used AI tools to improve their own productivity
Nice to have
Early-stage startup experience with the ability to work independently in fast-paced environments
Experience working with technical customers
Familiarity with RL (you know what environments, evals, and benchmarks are)
Thrives in unstructured problem spaces
Roughly 1.5 to 2 years of consulting, ideally followed by about a year at a startup (a strong entry-into-GTM path)
Interview process
1. Pending approval - candidate awaiting initial approval
2. Application review
3. First round - initial screen
4. Second round - take home
5. Third round - work trial
6. Offer
7. Hired
What Client Offers
Competitive compensation
100% covered medical, dental, and vision insurance from Blue Shield of CA (US employees)
Lunch and dinner provided in office
Company-wide holiday break from Christmas Eve to New Year's Day, plus PTO and paid holidays
Equinox membership
401k
Commuter benefits (US employees)
Unlimited access to ChatGPT, Claude Code, Cursor, and other AI tools
Visa sponsorship and relocation support