Operations Lead
Puck is a company dedicated to enhancing the hiring process by creating better profiles of candidates and employers. They are seeking an Operations Analyst to take ownership of customer success and product quality, ensuring a seamless experience for customers while driving operational excellence. This role involves technical onboarding, quality assurance, and maintaining operational workflows.
Responsibilities
- Serve as the primary point of contact for technical onboarding and high-level support for our key accounts
- Monitor account health and usage patterns to proactively identify struggling customers
- Translate "customer pain" into structured product feedback for the engineering team
- Build and maintain playbooks for onboarding, renewals, and escalations
- Drive measurable customer satisfaction by transforming vague operational problems into technical solutions leveraging automation and AI workflows
- Audit customer-facing interactions (support tickets, emails, calls) against defined quality standards
- Own the User Acceptance Testing (UAT) process for all new feature releases
- Develop and maintain QA scorecards and reporting frameworks
- Identify patterns in product issues or service gaps and translate them into actionable recommendations
- Own the feedback loop between QA findings and team training
- Manually test new builds to ensure they meet our "Talent Brand" standards before they reach the customer
- Reproduce and document bugs reported by users, providing clear steps for the engineering team to fix them
- Design and deploy production-ready AI tools and automated playbooks that drive down bugs and increase reliability
- Maintain our internal and external knowledge bases (FAQs, "How-to" guides, and feature release notes)
- Build and maintain dashboards that track product quality metrics and customer satisfaction
- Streamline the "Support-to-Engineering" pipeline to ensure bugs are prioritized by business impact
- Beta test new technologies that can improve and streamline our operations
Skills
- 1–4 years of experience in a SaaS environment (Customer Success, Support Ops, or QA)
- Analytical Mindset: You enjoy digging into data to find the 'why' behind a problem
- Technical Curiosity: You don't need to code, but you should be comfortable using Chrome DevTools, looking at logs, and understanding API basics
- Communication: You can explain a complex technical bug to a non-technical customer and a business requirement to a developer
- Startup Grit: You are comfortable wearing multiple hats and building processes from scratch
Company Overview