Customer Experience & Operations Lead
Customer Experience & Operations Lead
Remote | Full-time | Flexible | Education Startup
Hey! We’re growing fast and need help.
The client runs an e-commerce education company that helps people launch profitable brands on Amazon, Shopify, and TikTok.
Their current offer is a course + community, with 1:1 coaching, live calls, and step-by-step systems that work.
But here's the thing:
They’re dropping the ball on onboarding, support, and community. And we want to make it world-class. That’s where you come in.
The Role: Customer Experience & Ops Lead
Your job is simple (but not easy):
Make sure every student gets results and feels supported.
From the moment they join, you’ll guide them through a smooth onboarding, make sure support is fast and helpful, and turn the community into a place where people feel excited, motivated, and seen.
You’ll have full ownership of the student experience. You’ll work closely with our coaching team and founders, but this is your lane to lead.
What you’ll actually do:
Onboarding
- Create a smooth, structured onboarding experience (emails, checklists, welcome calls, etc.)
- Make sure students know what to do next and don’t get lost
- Build in check-ins, nudges, and accountability to keep people moving
Support
- Take over all support (email/Slack/DMs) and build a proper system around it
- Create FAQs and resources so people can get help fast
- Track what people are asking, and use it to improve things
Community
- Turn the community into a valuable part of the program (not just a chat thread)
- Coordinate check-ins, challenges, shoutouts, and engagement loops
- Make sure no student falls through the cracks
Ops & Feedback
- Collect feedback, spot patterns, and help us improve the course/program
- Work with coaches and the content team to close gaps in the student journey
- Build systems and SOPs that scale as we grow
This might be for you if:
- You’ve done customer success, coaching ops, or program management in an online education business (or similar), Must Have
- You care deeply about helping people win
- You’re proactive and figure things out without being told
- You love building systems and improving the way things work
- You’re not afraid to get your hands dirty — but can also think big picture
- You’re great with tools (Notion, Zapier, Airtable, Slack, Intercom, etc.)
Bonus points if:
- You’ve worked in an edtech business, coaching program, or bootcamp
- You know the E-com world (Amazon, Shopify, etc.)
- You’ve led community or support teams before
- You can write a great onboarding email, or troubleshoot a broken Zap
What’s in it for you:
- Full ownership over a key part of the business
- A small, smart team that moves fast and genuinely cares
- Remote, flexible hours — work when/where you want
- Real career growth and upside as we scale
- The chance to help thousands of people change their lives
How to apply:
Please send us your CV and a 2 minute introduction video of yourself, highlighting your experience in the role and send it to [email protected]
Customer Experience & Operations Lead
Remote | Full-time | Flexible | Education Startup
Hey! We’re growing fast and need help.
The client runs an e-commerce education company that helps people launch profitable brands on Amazon, Shopify, and TikTok.
Their current offer is a course + community, with 1:1 coaching, live calls, and step-by-step systems that work.
But here's the thing:
They’re dropping the ball on onboarding, support, and community. And we want to make it world-class. That’s where you come in.
The Role: Customer Experience & Ops Lead
Your job is simple (but not easy):
Make sure every student gets results and feels supported.
From the moment they join, you’ll guide them through a smooth onboarding, make sure support is fast and helpful, and turn the community into a place where people feel excited, motivated, and seen.
You’ll have full ownership of the student experience. You’ll work closely with our coaching team and founders, but this is your lane to lead.
What you’ll actually do:
Onboarding
- Create a smooth, structured onboarding experience (emails, checklists, welcome calls, etc.)
- Make sure students know what to do next and don’t get lost
- Build in check-ins, nudges, and accountability to keep people moving
Support
- Take over all support (email/Slack/DMs) and build a proper system around it
- Create FAQs and resources so people can get help fast
- Track what people are asking, and use it to improve things
Community
- Turn the community into a valuable part of the program (not just a chat thread)
- Coordinate check-ins, challenges, shoutouts, and engagement loops
- Make sure no student falls through the cracks
Ops & Feedback
- Collect feedback, spot patterns, and help us improve the course/program
- Work with coaches and the content team to close gaps in the student journey
- Build systems and SOPs that scale as we grow
This might be for you if:
- You’ve done customer success, coaching ops, or program management in an online education business (or similar), Must Have
- You care deeply about helping people win
- You’re proactive and figure things out without being told
- You love building systems and improving the way things work
- You’re not afraid to get your hands dirty — but can also think big picture
- You’re great with tools (Notion, Zapier, Airtable, Slack, Intercom, etc.)
Bonus points if:
- You’ve worked in an edtech business, coaching program, or bootcamp
- You know the E-com world (Amazon, Shopify, etc.)
- You’ve led community or support teams before
- You can write a great onboarding email, or troubleshoot a broken Zap
What’s in it for you:
- Full ownership over a key part of the business
- A small, smart team that moves fast and genuinely cares
- Remote, flexible hours — work when/where you want
- Real career growth and upside as we scale
- The chance to help thousands of people change their lives
How to apply:
Please send us your CV and a 2 minute introduction video of yourself, highlighting your experience in the role and send it to [email protected]