Customer Operations Lead

Salient•San Francisco, CA

1d•Onsite

About The Position

We’re building the AI infrastructure powering the future of financial operations - starting with automating the most painful and complex workflows in loan servicing. Backed by a16z and Y Combinator, with $65M raised in Series A funding. 8-figure ARR < 2 years already serving > 20% of the auto lending industry, and processing millions of real customer calls and transactions daily. Fully deployed with major financial institutions - not just PoCs. We are expanding into new financial services segments! In-person office culture in San Francisco, CA. We're fully integrated with our customers, own the full stack, and are moving fast to bring modern AI into regulated industries where precision, reliability, and performance matter most. Why We're Hiring We're scaling from 20 to 50+ enterprise customers. As our first operations hire, you'll build the systems and processes that let us deliver exceptional service at scale. You'll own workflows, automations, and processes that keep Product, Engineering, and Customer Success aligned as we serve the largest auto lenders in America. Turn one-off firefighting into repeatable systems.

Requirements

2 - 4 years in operations at high-growth B2B tech companies
Hands-on experience with automation tools (Slack Workflow Builder, Zapier, Make, Retool)
Exceptional organization - you juggle multiple requests across teams without dropping balls
Bias for action - you ship scrappy v1 solutions fast
Clear written communication-you distill technical issues for non-technical audiences

Nice To Haves

Early operations hire experience building from scratch
Fintech, lending, or regulated industry background
Technical fluency-can read API docs and talk with engineers
Financial services workflow knowledge

Responsibilities

Triage customer requests across support channels-route to Product, Engineering, or CS with context for rapid resolution
Build workflows (Slack, Zapier, Make) to automate handoffs, notifications, and status updates
Document operational playbooks for common scenarios (data questions, bugs, feature requests, compliance)
Translate customer feedback into structured feature requests with quantified business impact
Partner with Engineering to build internal tooling that eliminates manual work
Run weekly cross-functional sync-surface blockers and align teams on priorities
Build dashboards tracking volume, resolution time, and capacity to spot bottlenecks early
Create customer-facing documentation, release notes, and launch communications