Associate Customer Operations Manager | Scale Team

BrazilRemoteFull-timemid

OperationsCustomer Operations Manager

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Quick Summary

Key Responsibilities

Competitive compensation, with salary localized according to the candidate's country and market conditions. Stock grant opportunities, depending on role, employment status, and location.

Requirements Summary

At least 1 year of experience in a customer-facing role, such as customer support, customer operations, or customer success.

Technical Tools

OperationsCustomer Operations Manager

In this role, you will build and manage strong customer relationships while supporting account growth, product adoption, and long-term customer success. You will act as a trusted advisor, helping clients navigate operational challenges and make the most of the platform's capabilities. Working in a fast-paced, international SaaS environment, you will collaborate with cross-functional teams to deliver tailored solutions and improve the customer experience. You will combine analytical thinking, project coordination, and relationship management to identify opportunities and prevent customer churn. This is an opportunity to take ownership of meaningful projects, influence product improvements, and contribute to the growth of a global business.

Manage and develop customer relationships, ensuring a positive experience throughout the entire customer journey.
Guide clients through platform features, processes, and best practices, providing training and support tailored to their business needs.
Drive product adoption and identify opportunities for account expansion by communicating the platform's core value and capabilities.
Proactively identify customer challenges, resolve operational issues, and implement strategies to reduce churn and strengthen retention.
Act as a trusted business partner, understanding customer objectives and coordinating solutions to complex problems through effective project management.
Collaborate with Account Executives, Customer Success Managers, onboarding specialists, and support teams to improve customer outcomes and support business growth.
Represent the voice of the customer internally by sharing feedback, identifying recurring challenges, and communicating opportunities to product and revenue teams.
Analyze customer data and operational trends to develop actionable recommendations and improve account performance.

Requirements

~1 min read

At least 1 year of experience in a customer-facing role, such as customer support, customer operations, or customer success.
Previous experience in at least one of the following environments: a fast-growing startup, payroll company, top-tier consulting firm, investment banking, or private equity.
Strong relationship-building and communication skills, with the ability to remain calm and solution-oriented when handling difficult situations, criticism, or competing priorities.
Ability to manage and prioritize a high volume of customer requests while maintaining service quality and accountability.
Strong analytical and quantitative skills, with the ability to interpret complex datasets, identify trends, and translate findings into practical business recommendations.
Comfort working with data and analytical tools; advanced SQL expertise is not required.
A proactive, reliable, and self-motivated approach, with the ability to take ownership of projects and deliver measurable results in fast-paced environments.
Demonstrated professional achievements, such as delivering measurable business impact, taking on increasing responsibilities, or receiving competitive awards.
Curiosity, adaptability, resilience, and a strong interest in business growth, customer experience, and continuous improvement.
Ability to collaborate effectively with multiple stakeholders in a dynamic, international environment.