Customer Operations & Experience Associate

CapitalOS

Actively Hiring

Money orchestration for B2B platforms

Top 10% of responders

CapitalOS is in the top 10% of companies in terms of response time to applications

Responds within two weeks

Based on past data, CapitalOS usually responds to incoming applications within two weeks

Top 10% of responders

CapitalOS is in the top 10% of companies in terms of response time to applications

Responds within two weeks

Based on past data, CapitalOS usually responds to incoming applications within two weeks

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Customer Operations & Experience Associate

• $75k – $130k • 0.05% – 0.15%
• |Remote ( Everywhere )
• |2 years of exp
• |Full Time

Posted: today• Recruiter recently active

Hires remotely in

Everywhere

Remote Work Policy Remote only

Company Location

New York City •

San Francisco

Visa Sponsorship Not Available

Preferred Timezones Pacific Time, Eastern Time

RelocationNot Allowed

Skills

• AI

• Technical Support

• Written communication

• Hiring contact

• Nir Dremer

• CEO • 4 years

• San Francisco Bay Area

About the job

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