Remote · Full-time
Customer Operations & Experience Associate
We're looking for a Customer Operations & Experience Associate to help run the day-to-day customer experience — handling tickets, escalations, and outreach within the agent prompts, rules, and playbooks that are already in place. You're already fluent enough with AI agents and prompts to make sensible day-to-day adjustments yourself, escalating to the system owner only when something needs a structural fix.
What You'll Do
- Execute day-to-day onboarding, activation, and support work using AI-driven tools and workflows
- Operate as the first escalation point when existing agent rules don't have a clear path and human judgment is needed
- Support platform launches — executing onboarding and outreach
- Follow established SLA documentation and communication templates, flagging opportunities for improvement
- Surface recurring problems and propose an automated solution to address the trend
- Represent the customer voice in day-to-day interactions, escalating conflicts you can't resolve yourself
What Success Looks Like (12 Months)
- You reliably meet SLA and communication standards on your personal tickets and escalations
- You've built a track record of sound judgment on escalations agents can't resolve
- You've contributed onboarding and outreach work across several platform launches
- You consistently surface recurring problems and propose solutions, some of which have been implemented team-wide
- You're emerging in your judgment and systems thinking, owning workstreams and agent design independently
Who This Role Is For
- You operate through an AI-first mindset
- You want hands-on ownership of your own queue and workflows
- You thrive in early-stage, high-ownership environments
- You value operational rigor, efficiency, and attention to detail
- You actively look for ways to automate and improve how work gets done
- You enjoy being close to customers and real problems
- You grow through experience, feedback, and increasing scope
Requirements
- Already fluent with AI agents/prompts and using AI in your own workflows
- Some experience in a customer-facing or operational role
- High customer empathy
- Strong organizational skills, with the ability to manage multiple concurrent tickets and threads
- Comfort learning and working across multiple platforms and tools
- Strong written and verbal communication skills
- Availability to travel 3–4 days per quarter for a company offsite
Pluses
- Experience in fintech or SaaS, particularly embedded finance or spend management
- Early-stage company experience
In your application, please include a workflow you've automated with AI — what it does, what you tried, and what worked.
We look forward to hearing from you.
Email jobs@capitalos.com with your LinkedIn/CV.
We look forward to hearing from you.
Email jobs@capitalos.com with your LinkedIn/CV.
We know that amazing people come from all backgrounds and encourage you to apply even if your experience doesn't exactly match the description.
CapitalOS provides equal employment opportunities to all applicants for employment. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.