Senior Customer Operations Analyst

Summary

Join Form3's Customer Experience team as a hands-on, high-impact Customer Success Manager. You will manage live customer accounts, lead service reviews, and collaborate cross-functionally to ensure exceptional client experiences. This role demands expertise in managing complex queries, driving continuous improvement, and working effectively in a fast-paced, remote-first environment. The ideal candidate possesses 4+ years of customer-facing operational experience within SaaS or fintech, proven ability to manage live customer queries, and experience delivering formal service reviews. Strong communication and cross-functional collaboration skills are essential. Form3 offers a dynamic work environment and is committed to diversity and inclusion.

Requirements

• 4+ years’ experience in a customer-facing operational role within a SaaS or fintech environment
• Proven ability to manage live customer queries, including triage, resolution, and escalation
• Experience delivering formal Service Reviews or QBRs
• Strong written and verbal communication skills with the ability to clearly explain complex issues
• Cross-functional collaboration experience, particularly with Product, Engineering, and Sales
• Comfortable working in a remote-first, fast-paced scale-up environment

Responsibilities

• Own and manage a portfolio of live customer accounts, ensuring timely, high-quality responses to queries and support tickets
• Lead and deliver quarterly and monthly Service Reviews, partnering with Account Managers and Product teams
• Maintain deep product and domain knowledge to support customer needs
• Identify and escalate operational bottlenecks or recurring issues, collaborating with Product and Engineering for resolution
• Act as an escalation point for high-priority or sensitive customer issues
• Contribute to the continuous improvement of internal CX processes, documentation, and tooling

Preferred Qualifications

• Experience in payments, banking, or regulated financial services
• Previous experience supporting API-based SaaS platforms
• Involvement in managing support SLAs, reporting, or customer health metrics
• Experience contributing to or managing knowledge bases or CX tooling