Uplers
Website:
uplers.com
Job details:
Experience: 4.00 + years
Salary: Confidential (based on experience)
Expected Notice Period: 7 Days
Shift: (GMT+05:30) Asia/Kolkata (IST)
Opportunity Type: Remote
Placement Type: Full Time Contract for 12 Months(40 hrs a week/160 hrs a month)
(*Note: This is a requirement for one of Uplers' client - Fast Growing startup based out of New York)
What do you need for this opportunity?
Must have skills required:
AI Tools, Startup, Zoho, Communication with stakeholders, Customer Operations, Customer Success, operational thinking, SMB, US Market
Fast Growing startup based out of New York is Looking for:
Customer Operations Lead (IC) –
We are building the operating system for modern bakeries — powering everything from custom orders and online sales to POS, kitchen operations, payments, delivery, and customer engagement.
We work with some of the top bakery businesses in America and have a strong product-market fit in a large underserved SMB market.
We are looking for a highly accountable senior individual contributor to help build and improve how customers experience as we scale.
This is a high-ownership operational role for someone who enjoys solving real business problems, building structure in fast-moving environments, and working closely with founders and SMB business owners.
You will work directly with founders and customers to help shape how a vertical SaaS company scales customer operations, adoption, retention, and long-term customer trust.
Why This Role Matters
We sit at the center of real-world bakery operations — orders, production, staff workflows, customer communication, payments, delivery, and day-to-day execution.
As we scale, customer experience cannot rely on chaos, heroics, or constant founder involvement.
This role will help build the operational structure, execution quality, and customer systems that allow the company to scale while maintaining strong customer trust and retention.
Our customers run fast-moving operational businesses where small execution issues can create real business impact. Attention to detail, structured thinking, sound judgment, and calm execution matter deeply in this role.
What You’ll Own
- Own customer operations across onboarding, activation, adoption, support, retention, and operational health
- Become a trusted operational partner to bakery owners, managers, and staff
- Drive successful go-lives and help customers fully adopt the platform in daily operations
- Identify operational friction, workflow gaps, and customer pain points early
- Improve workflows, systems, and customer experience through structured thinking and execution
- Maintain visibility into customer health, operational risks, and funnel performance
- Work cross-functionally with founders, product, engineering, and operations teams
- Represent the voice of the customer internally while balancing customer needs, scalability, and business priorities
- Identify patterns in customer behavior, operational inefficiencies, and product friction to help improve execution quality at scale
Communication
You should be able to quickly adjust how you communicate depending on the audience — founders, bakery owners, managers, front-of-house staff, kitchen teams, or internal product and engineering teams.
You simplify complexity, communicate clearly under pressure, and help customers feel confident during operationally stressful situations.
What Makes This Role Unique
- Work directly with founders on operational and strategic decisions
- Influence how a fast-growing vertical SaaS company scales
- Build deep relationships with SMB business owners across the U.S.
- Gain exposure across customer success, operations, product, and growth
- Operate with high ownership, autonomy, and accountability
- Help shape systems and processes, not just execute tasks
- Be trusted with meaningful operational responsibility early
Who This Role Is For
- You enjoy solving messy operational problems
- You think in systems, processes, and outcomes
- You are calm under pressure and highly execution-focused
- You combine empathy with strong operational judgment
- You naturally identify patterns, inefficiencies, and risks
- You are structured, practical, and detail-oriented
- You value ownership and accountability over hierarchy
- You thrive in fast-moving startup environments with ambiguity and constant learning
- You prefer deep operational impact over managing large teams
Requirements
- Experience working at a SaaS company serving SMB businesses in the U.S.
- Strong customer-facing operational experience in a fast-moving environment
- Exceptional communication and relationship-building skills
- Ability to adapt communication style based on the audience
- Strong operational judgment, prioritization, and problem-solving ability
- Ability to make practical, sound decisions in fast-moving situations
- Comfortable learning complex SaaS workflows and operational systems quickly
- Strong instinct for simplifying operational complexity
- Experience in early-stage or high-growth startup environments preferred
- Comfortable using AI and automation tools to improve execution quality and efficiency
What Success Looks Like
- Customers successfully adopt and trust the platform in daily operations
- Onboarding and go-live execution become predictable and scalable
- Customer friction and operational risks are surfaced early
- Customer activation, retention, and operational health improve consistently
- Processes become more scalable without losing customer trust or personalization
- You become a trusted operational leader internally and advisor externally
How to apply for this opportunity?
- Step 1: Click On Apply! And Register or Login on our portal.
- Step 2: Complete the Screening Form & Upload updated Resume
- Step 3: Increase your chances to get shortlisted & meet the client for the Interview!
About Uplers:
Our goal is to make hiring reliable, simple, and fast. Our role will be to help all our talents find and apply for relevant contractual onsite opportunities and progress in their career. We will support any grievances or challenges you may face during the engagement.
(Note: There are many more opportunities apart from this on the portal. Depending on the assessments you clear, you can apply for them as well).
So, if you are ready for a new challenge, a great work environment, and an opportunity to take your career to the next level, don't hesitate to apply today. We are waiting for you!
Click on Apply to know more.