CX Ops Specialist

About the Role

As a CX Operations Specialist, you're the first point of contact for customers' billing and account needs, and you build the automation that makes the whole Customer Experience team faster. You'll resolve billing disputes, handle account and SSO setup, and own monthly credit and renewal reporting. You'll work closely with Commerce, Billing, and Finance as well as directly with customers. In this role, empathy and clear communication matter as much as the technical work.

This is a role where you'll spend roughly half your time on support and reporting and the other half building. You'll find the repeatable, rules-based steps in the work, starting with refund request triage, and turn them into agent skills and workflows that produce accurate, reliable results. You'll also partner with Commerce and engineering to turn friction in support-side billing workflows into clear requirements.

You will be the first hire in a new function on a growing team. As the day-to-day gets automated, there's room to grow into ownership of areas like RCA deliverables, CSAT, and renewals, or to go deeper as a technical tools and automation specialist.

This role is based out of our SF headquarters and hybrid.

Responsibilities

• Own billing and account support: triage, respond, and resolve, or route to the right team
• Process refunds, investigate disputed charges, and resolve payment declines, payment-method changes, negative balances, and credit-limit issues
• Handle account setup, including SSO configuration for common identity providers (Okta, Azure AD, Google Workspace), and diagnose common failures
• Manage monthly reporting of customer credit requests, supporting forecasting and detailed customer reports checked against contract terms
• Build and maintain agent skills that automate repeatable steps of billing and credit work, starting with refund request triage
• Work with the Commerce team on product delivery, credit deposits, order fulfillment, and endpoint reservations, using internal systems and command-line tools
• Raise friction in support-side billing workflows and help turn it into clear requirements
• Agree on priorities with your manager based on hours saved and error reduction

Requirements

• Experience in a customer-facing support, customer success, billing support, program management, or operations role, or equivalent projects. We care more about what you've built and the problems you've solved than the number of years.
• A knack for breaking problems into core pieces and turning recurring patterns into clear rules and steps that an automated workflow can follow
• Comfort working in a terminal: running commands, reading curl or HTTP requests, and interpreting JSON error responses
• Strong written communication and genuine empathy, with the ability to explain billing and technical concepts to non-technical customers
• Attention to detail with numbers: you check totals, reconcile sources, and catch discrepancies
• Experience owning a ticket queue in a support platform (Pylon, Zendesk, Intercom, or similar) and working to response and resolution targets
• A strong sense of ownership and a habit of documenting what you learn and fixing root causes instead of repeating the same fix
• Ability to manage multiple workstreams and switch context frequently

Preferred Qualifications

• Golang or Rust development experience
• Experience building and managing cloud-native services (e.g., AWS, Google Cloud Platform)
• Strong understanding of Linux system and networking fundamentals, including TCP/IP, kernel operations, memory, and file system management
• Familiarity with Open Compute Project (OCP) technologies (OpenBMC, Coreboot, Linuxboot, etc.)

Additional information

If you don't meet every requirement but believe you'd be a great fit, we'd still love to hear from you. We're looking for part support, part PM, part engineer.

Compensation

We offer competitive compensation, startup equity, health insurance and other competitive benefits. The US base salary range for this full-time position is: $140K - $180K + equity + benefits. Our salary ranges are determined by location, level and role. Individual compensation will be determined by experience, skills, and job-related knowledge.

Application Policy

Please read each role carefully and apply to the position best suited to you. Candidates are limited to 6 applications within a 90-day period, and applications beyond that limit will be automatically rejected. You may apply to additional roles 90 days after your last application.