Customer Operations Associate

Summary

Join Momos, a rapidly growing AI startup, as a Customer Operations Associate and play a pivotal role in providing exceptional service to our users. You will handle day-to-day operations, providing support during US hours and resolving customer issues efficiently. This role involves collaborating with cross-functional teams, managing tickets, and identifying process improvements. You will work closely with US and APAC teams, focusing on proactive communication and exceeding customer expectations. The ideal candidate possesses 1-2 years of customer support experience, strong communication skills, and a proactive mindset. This position offers a remote-friendly work culture with excellent benefits.

Requirements

• 1–2 years of experience in customer support, primarily via email or ticketing systems
• Strong operator mindset and a track record of tackling challenging scenarios
• Proactive mindset, eager to learn, and committed to continuous professional development
• Excellent interpersonal skills, maintaining a positive demeanor, and outstanding communication abilities
• Ability to work independently and stay organized in a remote work environment
• Passionate about working with customers and dedicated to exceeding their goals

Responsibilities

• Provide First-Line Customer Support
• Communicate and promote alignment between cross-functional teams
• Be involved in processes & tasks such as: ○ First-touch responses and proactive customer communication. ○ Management of tickets across internal and external channels
• Work closely with US teammates and APAC Customer Ops team
• Regular communication with the team to identify weak points or process gaps
• Meet or exceed First Response Time targets
• Maintain a high level of quality support
• Maintain or improve the company’s CSAT score

Benefits

• Private medical insurance
• Flexible paid time off and remote-friendly work culture
• Fast-tracked career growth opportunities
• Participation in industry conferences and global events
• Global travel medical insurance and discretionary team trips
• Collaborative and international team culture