Customer Success & Operations Lead

We're looking for a sharp, detail-oriented Operations Analyst to join our growing team. This is a foundational role — you'll be one of our first ops hires, which means you'll have real ownership and direct impact on how we serve our customers and scale our internal processes. 

This is a unique hybrid role designed for someone who loves solving puzzles and advocating for the user. You will sit at the intersection of Customer Success and Product Quality, ensuring our platform is bug-free while helping our customers achieve their hiring goals.

You won't just be managing tickets; you will be the primary feedback loop that helps us decide what to build next and ensures that what we ship is rock solid.

1. Customer Success & Insights

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  Serve as the primary point of contact for technical onboarding and high-level support for our key accounts.

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  Monitor account health and usage patterns to proactively identify struggling customers.

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  Translate "customer pain" into structured product feedback for the engineering team.

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  Build and maintain playbooks for onboarding, renewals, and escalations.

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  Drive measurable customer satisfaction by transforming vague operational problems into technical solutions leveraging automation and AI workflows.

2. Quality Assurance (QA)

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  Audit customer-facing interactions (support tickets, emails, calls) against defined quality standards

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  Own the User Acceptance Testing (UAT) process for all new feature releases.

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  Develop and maintain QA scorecards and reporting frameworks

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  Reproduce and document bugs reported by users, providing clear steps for the engineering team to fix them.

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  Design and deploy production-ready AI tools and automated playbooks that drive down bugs and increase reliability.

3. Operational Excellence

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  Maintain our internal and external knowledge bases (FAQs, "How-to" guides, and feature release notes).

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  Beta test new technologies that can improve and streamline our operations.

Puck is a company that moves beyond job descriptions to highlight the teams behind open roles. We add mini-podcasts to job descriptions. By building better profiles of candidates and employers, we help match people to people, not just resumes to job descriptions. Choosing a job or hiring for one is up there with the most important decisions we make. We started Puck to build a better way to hire. To help people find new opportunities, start a conversation and find their people. 28% of Americans are actively searching for a new job right now. Our experienced founding team is working to make that search better.

This role is hybrid in downtown San Francisco.