Customer Operations • Lead

Who you are

You have a strong background in operations management, ideally with experience in customer service or support roles — you've successfully built and optimized workflows that enhance service delivery and customer satisfaction. Your expertise in automation tools like Slack, Zapier, and Make allows you to streamline processes and improve efficiency across teams.

You thrive in fast-paced environments and enjoy collaborating with cross-functional teams — your ability to communicate effectively with Product, Engineering, and Customer Success teams ensures that customer needs are met promptly and accurately. You are detail-oriented and have a knack for documenting processes and creating operational playbooks that guide team members in handling common scenarios.

You are data-driven and understand the importance of translating customer feedback into actionable insights — your analytical skills help you quantify the impact of feature requests and prioritize them effectively. You are passionate about building systems that not only solve immediate issues but also prevent future problems, turning one-off firefighting into repeatable processes.

Desirable

Experience in the financial services industry is a plus, as it gives you a deeper understanding of the complexities involved in loan servicing and customer operations. Familiarity with AI technologies and their application in operational workflows can set you apart as a candidate who can contribute to Salient's mission of modernizing financial operations.

What you'll do

As the first operations hire at Salient, you will play a crucial role in scaling the company's customer operations as it grows from 20 to 50+ enterprise customers. You will triage customer requests across various support channels, ensuring that they are routed to the appropriate teams with the necessary context for rapid resolution. Your ability to build workflows using tools like Slack, Zapier, and Make will be essential in automating handoffs, notifications, and status updates, thereby enhancing the overall customer experience.

You will document operational playbooks for common scenarios, such as data questions, bugs, feature requests, and compliance issues — this documentation will serve as a valuable resource for your team and help maintain consistency in service delivery. Partnering closely with Engineering, you will translate customer feedback into structured feature requests that highlight their quantified business impact, ensuring that the product evolves in line with customer needs.

Your role will also involve collaborating with various teams to ensure alignment and efficiency in operations — you will work closely with Product and Customer Success teams to ensure that customer interactions are seamless and that feedback loops are established for continuous improvement. You will be instrumental in creating a culture of operational excellence within the company, where processes are continuously refined and optimized.

What we offer

At Salient, you will be part of a dynamic team that is at the forefront of integrating AI into financial operations. We offer a competitive benefits package that includes medical, dental, and vision coverage, as well as a generous 401(k) plan. You will enjoy an in-person office culture in San Francisco, where collaboration and teamwork are highly valued. Join us in building the future of financial operations and make a significant impact in a rapidly growing industry.