Operations Specialist (customer ops focus)

## About the Role

We're seeking a proactive and detail-oriented Operations Specialist to build and streamline core operational processes across our growing startup. You'll be the operational backbone that enables our small team to scale efficiently, with a primary focus on supporting our Customer Success team through tool implementation, process design, workflow automation, and hands-on operational support across customer accounts. This is a remote role that requires US east coast time zone availability.

## About Resonate

Resonate AI is the leading provider of AI patient capture for dental practices. Resonate AI helps dental practices capture new patients from missed calls using AI agents before they go elsewhere. The team is comprised of industry veterans that bring experience from Microsoft, SpaceX, and OpenAI, among others. We are currently experiencing rapid growth and working to capitalize on a multi-million dollar pipeline. Resonate AI is headquartered in San Francisco, CA, with employees in California, New York, and globally.

## Key Responsibilities

### Customer Success Operations

- Support the Customer Success team with account onboarding logistics, including intake coordination, configuration tracking, and launch readiness checklists
- Build and maintain implementation trackers, health dashboards, and reporting templates that give CSMs real-time visibility into account status
- Prepare data for customer-facing deliverables such as ROI reports, QBR decks, and performance summaries
- Monitor and triage incoming customer issues across Intercom and Slack, ensuring tickets are routed, tracked, and resolved within SLA
- Maintain accurate records of customer interactions, open issues, and account milestones across internal systems

### Systems & Tools Implementation

- Design, configure, and implement operational tools including HubSpot, Notion, Intercom, and others as needed
- Build self-service process documentation and resources that reduce manual overhead
- Create standardized templates and workflows that minimize non-repeatable work
- Ensure seamless integration between tools to create efficient operational workflows

### Process Design & Optimization

- Identify operational bottlenecks across customer success, sales, and product workflows
- Design, implement, and manage end-to-end processes that enable the team to execute with speed and quality
- Build AI-first systems and automated workflows to reduce manual operational work
- Create scalable processes that support rapid customer growth without proportional operational overhead

## Ideal Candidate

- 2+ years experience in ops, customer success support, project management, or a similar role
- Systems Thinker: Ability to design scalable processes from scratch
- AI-first mindset: Instinctively looks for opportunities to automate, scale, and reduce manual work through intelligent systems
- Analysis: Extreme attention to detail and analytical decision-making skills
- Self-starter: Comfortable working independently, taking ownership, and driving projects to completion
- Technically adept: Proficiency with modern SaaS tool stack and ability to quickly learn new platforms (e.g., Intercom, Notion, Linear, Google Sheets, Google Docs, etc.)
- Strong communicator: Excellent English written and verbal communication skills (C1 Advanced to C2 Mastery)
- Hungry to learn: Excited to engage in multiple areas and wear different hats
- Obsession for growth: Desire to work in a fast-paced environment, continuously learn, and master your craft
- Available to work multi-hour overlap with US east coast time zone (GMT-4/-5)
- Bonus: Prior startup experience in an operational or "get things done" role
- Bonus: Familiarity with customer success workflows, account health tracking, or support tooling