Remote · Full-time
Customer Operations & Experience Manager (IC)
We're looking for a Customer Operations & Experience Manager to own the customer funnel end-to-end — onboarding through activation, support, and payments. That includes the financial accuracy underneath it — ensuring account balances and funds reconcile correctly across our systems. You'll own the design of the AI agents running all of this, in partnership with engineering as the agent layer takes on more of the day-to-day.
This is a senior IC role for someone who wants full ownership of a function, is trusted to make judgment calls that used to require founder involvement, and is comfortable operating close to both the operational and financial mechanics of the business.
What You'll Do
- Monitor and maintain funnel performance across onboarding, activation, and support, keeping SLAs and CSAT on target
- Design prompts, escalation rules, and evals for agents
- Own FBO reconciliation and reserve balancing across platforms, including routing and compliance nuances
- Support new platform launches, leading onboarding, outreach, and demos
- Formalize and maintain support SLA documentation and standardized communication templates across partner platforms
- Turn recurring problems and escalations into permanent fixes — tools, rules, or process changes
- Represent the customer voice internally, balancing customer needs against company and compliance constraints
What Success Looks Like (12 Months)
- Customers trust the experience — communication is reliable, SLAs are met, CSAT holds, even as volume grows
- FBO reconciliation and reserve balance processes run clean, with discrepancies routinely caught and resolved
- A growing share of interactions is resolved autonomously by agents built on prompts and logic you helped design
- Support SLA documentation and communication standards are in place and holding across all partner platforms
- Risks are surfaced and resolved before they compound
- You are the trusted owner of the operational and financial reality of the customer experience
Who This Role Is For
- You want full ownership of a function, not people management
- You thrive in early-stage, high-ownership environments
- You value operational rigor, efficiency, and attention to detail
- You enjoy being close to customers and real problems, and are comfortable designing the systems that handle them
- You grow through experience, feedback, and increasing scope
- You have a bias toward automation and systematic solves over repeated manual fixes
Requirements
- Proven experience owning customer-facing or operational workflows end-to-end
- High customer empathy, paired with the judgment to weigh it against compliance and business requirements
- Track record building tools, automations, or frameworks that replace manual, one-off work
- Experience designing prompts, escalation rules, or evals for AI agents, in partnership with engineering
- Strong written and verbal communication skills
- Availability to travel 3–4 days every 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.