Client Services Operations Associate

We are looking for a Client Services Operations Associate to join an operator-led acquirer of software businesses focused on long-term value creation and preserving the legacy of acquired companies. As the first hire in this role, you will own the systems and processes supporting the Support, Implementation, and Technical Services teams. Your work will involve managing and optimizing tools like Zendesk and Rocketlane, defining and tracking key performance metrics, and streamlining workflows related to projects, tickets, and client onboarding. This is a remote position with an expectation of some overlap with North American business hours to ensure the Client Services department delivers exceptional experiences to a growing customer base.

Key Responsibilities

- Manage and optimize Client Services systems by administering Zendesk and Rocketlane to support workflows across all teams.
- Build automations, triggers, and dashboards to improve visibility and operational efficiency.
- Maintain data integrity and ensure alignment across Client Services, CRM, and DevOps platforms.
- Facilitate feedback loops between Client Services and other departments to reduce delivery times and enhance collaboration.
- Define and monitor key metrics such as project profitability, time-to-value, risk levels, and team capacity.
- Develop clear, actionable reports for leadership to support strategic decision-making.
- Identify trends and bottlenecks to drive continuous improvement in service delivery and performance.
- Maintain capacity and utilization models to assist with staffing and resource planning.
- Standardize and document Client Services processes, including improving client onboarding workflows and communication channels.
- Create and maintain internal Standard Operating Procedures (SOPs) and onboarding documentation.
- Streamline handoffs between teams to ensure consistent, high-quality client experiences.
- Collaborate with Product, Engineering, and Sales teams to provide insights into product roadmaps and planning.

Required Qualifications

- 2 to 4 years of experience in client success or customer experience system administration, preferably within a SaaS environment.
- Hands-on experience managing Zendesk and Rocketlane platforms.
- Strong communication, organizational, and problem-solving skills.
- Proficiency in Excel for performance reporting and data analysis.
- Familiarity with CRM systems such as HubSpot or Salesforce, and DevOps tools like Azure and Jira.
- A proactive, systems-oriented mindset focused on improving team workflows and client value delivery.

Other Details

- Experience: 2-4 years
- Work Hours: Requires overlap with US time zones
- Job Type: Full-time
- Compensation: Rs140,000 per month
- Work Location: Remote, with US business hours overlap

This opportunity is offered through a leading technical recruitment firm specializing in connecting IT talent with software houses and product companies worldwide. The firm supports over 300 employers globally, including major SaaS companies and competitive startups, operating across multiple countries.

If you are motivated to enhance client services operations and thrive in a dynamic, remote environment, this role provides a unique chance to make a meaningful impact within a growing organization.