Customer Operations Associate

Job Description

Customer Operations Associate | Outset

The Tone:
This role is with Outset, a company that has developed AI-powered user interviews to provide deep qualitative insights for global brands. Outset is disrupting the massive research industry, offering a modern solution to outdated and slow incumbents. As a Customer Operations Associate, you will play a crucial part in ensuring customer success with the platform, acting as a direct partner to help them navigate the tools and achieve their research goals. This is a high-impact position offering significant opportunities for ownership, learning, and professional growth within a tight-knit team.

The TL;DR
• Role: Early Career
• Pay: $115000–$130000 yearly
• Team: Works closely with Customer Success Managers and broader GTM and engineering teams.
• Mission: Ensure customers succeed in their research by helping them navigate the platform and unlock its full value.

What You’ll Actually Do
• Customer Support: Support customer research success by reviewing study content, assisting with participant recruitment, and providing hands-on research support.
• Product Advising: Act as a trusted product advisor, responding to questions, troubleshooting issues, and helping customers make the most of our platform.
• Partner Collaboration: Collaborate with external partners to ensure smooth research execution, particularly with vendors assisting with study participant recruitment.
• Knowledge Management: Contribute to product knowledge by building and maintaining help center content and improving internal documentation.
• Product Advocacy: Advocate for our users and inform our product roadmap by sharing customer insights and feedback with the Outset team.

The Must-Haves
• Background: Early Career professional with core domain knowledge in consulting, market research, research operations (including expert networks/participant recruitment), social science research, or adjacent fields.
• Experience: 1-2+ years of experience successfully managing customer relationships, demonstrated in areas such as consulting, market research, project management, or account management.
• Skills: Excellent communication skills, with experience adapting communication to relevant audiences; a proactive, problem-solving mindset and a passion for helping customers succeed; experience developing strong product expertise and/or technical expertise; strong organizational skills and experience managing multiple priorities or workstreams in parallel.