Product Operations & Customer Engagement Associate

Job Description

About the Role

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MeeBoss is looking for a Product Operations & Customer Engagement Associate to join our Product Team.

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This role sits at the intersection of product operations, customer engagement, customer insights, and retention. You will work closely with our business customers and end users to understand how they use MeeBoss, identify friction points and unmet needs, and turn those insights into opportunities to improve product adoption, customer value, and retention.

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Rather than simply responding to customer inquiries, you will proactively build relationships with customer accounts and users, understand their workflows and behaviors, and help the Product Team identify ways to increase adoption, engagement, and long-term retention. You will pay particular attention to account health, feature adoption, declining engagement, and signals that may indicate retention risk or expansion opportunities.

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You will also help build the operational processes that connect customer feedback with Product, Engineering, and Business teams — ensuring that customer insights consistently inform product decisions.

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As MeeBoss grows, this role will evolve into a more strategic position with increasing ownership across product operations, customer insights, account engagement, product adoption, and retention initiatives.

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What You'll Do

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Product Operations

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- Support day-to-day product operations and help improve internal workflows.

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- Manage and organize customer feedback, feature requests, and product issues.

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- Build and maintain systems for tracking customer insights and recurring product needs.

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- Identify patterns across customer feedback and usage behavior.

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- Partner with Product and Engineering teams to prioritize and follow up on customer issues.

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- Help improve processes for product launches, feature rollouts, and customer communication.

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- Track customer feedback after new features are released and help evaluate their impact.

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Customer Engagement & Insights

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- Build strong relationships with business customers and develop a deep understanding of how their teams use MeeBoss.

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- Proactively reach out to customer accounts and end users to understand their workflows, goals, challenges, and product needs.

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- Conduct customer interviews and follow-up conversations.

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- Identify recurring pain points, feature requests, and usability issues.

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- Understand why customers adopt, continue using, expand usage of, reduce usage of, or stop using the product.

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- Translate customer conversations into clear and actionable product insights.

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- Represent the voice of the customer in discussions with Product, Engineering, and Business teams.

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Product Adoption & Retention

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- Identify opportunities to improve customer onboarding and product activation.

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- Help customers discover and adopt features that create long-term value.

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- Monitor account health and feature adoption to identify engagement trends, retention risks, and opportunities to deepen product usage.

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- Identify accounts with declining engagement and proactively understand the reasons behind changes in usage.

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- Support initiatives designed to increase product adoption, engagement, and retention.

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- Analyze customer behavior and engagement patterns to identify opportunities and risks.

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- Help define and track customer health signals, including activation, feature adoption, engagement, and retention indicators.

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- Support re-engagement efforts for at-risk or inactive customers and identify opportunities to expand usage within healthy accounts.

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- Partner with the Product Team to understand whether new features are improving customer behavior and retention.

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- Develop ideas and experiments that strengthen the overall customer journey and increase product stickiness.

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Customer Experience

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- Serve as a key point of contact between customer accounts and the Product Team.

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- Respond to customer questions and product-related inquiries in a timely and thoughtful manner.

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- Triage customer-reported issues and coordinate with internal teams when needed.

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- Ensure customers receive clear follow-up and communication when issues are resolved or product improvements are released.

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- Identify opportunities to improve the overall customer experience through better processes, communication, and product design.

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What We're Looking For

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- Excellent written and verbal communication skills.

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- Strong curiosity about customers, user behavior, and how products are used in the real world.

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- Ability to build relationships and communicate effectively with customers.

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- Strong analytical and problem-solving skills.

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- Ability to identify patterns across qualitative and quantitative information.

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- Strong organizational skills and attention to detail.

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- Comfortable working across Product, Engineering, Business, and Customer-facing teams.

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- Proactive mindset and willingness to take ownership of ambiguous problems.

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- Genuine interest in improving product adoption, customer experience, and retention.

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Nice to Have

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- Experience in product operations, customer success, customer engagement, customer experience, or product management.

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- Experience working with B2B or SaaS products.

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- Experience conducting customer interviews or user research.

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- Familiarity with CRM platforms such as HubSpot.

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- Experience using spreadsheets, dashboards, or analytics tools.

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- Familiarity with product analytics and customer engagement metrics.

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- Experience using AI tools to improve customer operations, research, or analysis.

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What Success Looks Like

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In this role, success means developing a strong understanding of our customers and helping MeeBoss turn that understanding into better products, healthier customer accounts, and stronger long-term relationships.

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You will help us:

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- Understand why customers use MeeBoss and where they experience friction.

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- Identify opportunities to increase product adoption and engagement.

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- Identify changes in account health and surface customer needs before they become retention problems.

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- Create stronger feedback loops between customers and the Product Team.

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- Improve the customer journey from onboarding through long-term usage.

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- Increase feature adoption, customer retention, and long-term product stickiness.

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Over time, you will take increasing ownership of the systems, insights, and initiatives that help MeeBoss better understand and retain its customers.