Associate, Operations & Customer Success

Tempus AI•Chicago, IL

1d•$67,000 - $83,000

About The Position

The Associate, Operations & Customer Success plays a hybrid support and operations role focused on both delivering a strong customer experience and improving the systems that support it. This person will provide frontline support to Lens users while also driving operational efficiency through workflow automation, account and user monitoring, reporting, and process improvement. Reporting into the Operations team, this role will partner regularly with Product and client-facing teams to streamline workflows, surface engagement trends, and help inform business strategy through operational insights.

Requirements

1–3 years of experience in operations, customer success, support, business operations, or a related role
Strong organizational skills with the ability to manage multiple workstreams and prioritize effectively
Excellent written and verbal communication skills
Analytical mindset with interest in metrics, reporting, and identifying trends in account or user behavior
Comfort with process improvement and a willingness to identify and implement automation opportunities
Technical curiosity and willingness to learn new systems and tools
Experience using or willingness to work in tools such as Jira, Looker, Slack, Salesforce, and similar platforms
Customer-focused, proactive, and detail-oriented approach

Nice To Haves

Experience with documentation, help centers, or knowledge base maintenance is a plus

Responsibilities

Own key aspects of the Lens account and user lifecycle, including account setup, user provisioning and deprovisioning, and ongoing account maintenance
Serve as a frontline support resource for internal and external Lens users, managing and triaging requests across Slack, email, and Salesforce
Provide timely support to clients and account teams, particularly where there is no dedicated Solution Architect or SciTech coverage
Monitor and respond to inquiries in #lens-support, ensuring questions and issues are addressed or escalated appropriately
Monitor accounts, users, and engagement metrics to identify trends, risks, and opportunities for follow-up or process improvement
Build and improve reporting on active accounts, user activity, support trends, and engagement patterns to help inform team priorities and business strategy
Identify, recommend, and help implement workflow improvements and automation opportunities to increase efficiency and reduce manual work
Work behind the scenes in tools such as Jira, Looker, Slack, and related systems to investigate issues, support reporting, and improve operational workflows
Partner closely with Product and client-facing teams to share user feedback, flag engagement trends, and improve the effectiveness of support and account operations
Help maintain the Lens Help Center and related documentation to ensure resources remain accurate, useful, and up to date
Track user feedback and support themes to help improve internal processes, product visibility, and the overall customer experience