Customer Operations & Growth Lead

About the Role

We’re hiring a Customer Operations & Growth Lead to help manage onboarding, customer experience, retention, and expansion at a fast-growing fintech startup.

This is a demanding, high-intensity role in a rapidly scaling company. Candidates should expect long hours (~70 hours/week), constant customer interaction, and a fast-moving environment with high ownership and accountability. A typical day may involve 100+ outbound warm customer calls, onboarding and implementation conversations, customer support, and cross-selling additional products to existing customers.

This is not a traditional support role, and it is not a pure sales role. We are looking for commercially minded operators who are highly personable, intellectually sharp, and thrive in fast-paced environments.

What You’ll Own

• End-to-end customer onboarding and experience
• Customer communication across phone, email, and chat
• Retention and expansion initiatives tied to revenue growth
• Operational workflows, tooling, and internal processes
• Cross-functional coordination between customers, product, and GTM teams
• Building scalable systems for a rapidly growing customer base

What You’ll Do

• Guide SMB customers through onboarding, implementation, and ongoing product adoption
• Build trusted relationships with business owners and operators across the country
• Identify operational bottlenecks and proactively improve internal processes
• Troubleshoot nuanced customer issues with speed, judgment, and ownership
• Drive product adoption and uncover expansion opportunities organically through customer engagement
• Work closely with product and leadership teams to surface customer feedback and influence priorities
• Help design how customer operations scales as the company grows
• Operate effectively in an environment with constant change, evolving priorities, and imperfect information

Who You Are

• 1–7+ years of experience across sales, account management, customer success, operations, consulting, or related GTM functions
• Must have started in a customer-facing sales role and later transitioned into account management, customer success, onboarding, or customer operations
• Strong commercial instincts combined with operational discipline and problem-solving ability
• Comfortable owning customer relationships while navigating ambiguity and fast-moving priorities
• Strong communicator with excellent judgment and executive presence
• Intellectually curious, resourceful, and highly accountable
• Able to build trust quickly with customers and internal stakeholders
• Energized by fast-paced startup environments and high growth
• Polished, personable, and highly organized
• Comfortable handling a high volume of customer interaction daily

Strongly Preferred

• Experience at a startup, high-growth company, consulting firm, or demanding client-facing environment
• Exposure to fintech, SaaS, banking, payments, or SMB customers
• Demonstrated track record of high performance academically and/or professionally
• Evidence of leadership, initiative, or exceptional extracurricular achievement

Why This Role

This is an opportunity to join a company at a critical stage of growth and help define the customer experience from the ground up.

You’ll work directly with leadership, influence how the business scales, and have meaningful ownership from day one.