Customer Operations Associate

Lette is hiring a Customer Operations Associate to work across support, success, and experience. We're looking for someone who thinks quickly, gets to the root of a problem rather than patching the symptom, and can work through ambiguous situations on their own. You'll be a first point of contact for our customers and a first line of insight for our product and tech teams. This role can grow into any opportunity, it is yours to drive.

WHAT YOU'LL DO

• Respond to customer questions and issues across channels, resolving them clearly and quickly.
• Support customers through onboarding and beyond, helping drive adoption and retention.
• Dig past the symptom on recurring or tricky issues to find and flag the actual root cause. Work with Product and Engineering to fix it, not just patch it.
• Own tickets end-to-end - investigate, resolve, or escalat with the right context, without needing to be chased.
• Partner with product and engineering to surface bugs, gaps, and process breakdowns.
• Help build and improve our support processes, docs, and FAQs as the team grows.

WHAT WE'RE LOOKING FOR

• Quick, clear thinking - you can size up a new situation and act on it, rather than waiting to be told exactly what to do
• Root-cause instincts - some experience diagnosing problems (support, helpdesk, QA, technical troubleshooting, or similar) and a habit of asking "why is this actually happening?"
• Self-directed problem solving - comfortable making judgment calls independently, while knowing when an issue needs to be escalated
• Strong written and verbal communication, with genuine empathy for the person on the other end
• Organized and detail-oriented, able to juggle several open threads at once
• Curious, and motivated to learn our product in depth

NICE TO HAVE

• Experience with support tools such as Intercom, or similar.
• Experience dealing with customers.
• Experience working in a startup or fast-moving environment.

WHAT THE PROCESS IS

• 30 minute initial interview with the Hiring Manager
• Take home task (expected completion time of 1hr 30 minutes max)
• 45 minute interview with a Founder & another member of the team
• 45 minute interview with the Hiring Manager to discuss the role and the take home task