Customer Operations & Support Specialist - B2B SaaS - Early-Stage Equity Opportunity

Coda Search is proud to partner with a fast-growing, venture-backed B2B SaaS company serving compliance teams at financial services firms to find a Customer Operations & Support specialist for their expanding post-sale team. This role is based in Manhattan and is on-site. Location: New York, NY (On-Site) Base Salary: $100,000 -- $120,000 Variable: $10,000 -- $15,000 OTE: Up to $135,000 Equity: Stock options included Benefits: Full medical, dental, and vision coverage; 6% 401(k) match, unlimited PTO; L&D budget. Schedule: Standard business hours What's in it for you?

• Infrastructure ownership from day one:

This is a foundational hire. You are not joining an established ops function -- you are building it. The systems and automations you put in place will define how the CS team scales.

• Direct visibility:

You report to the CS Manager and work daily alongside Account Managers, engineers, and the Scaled CSM. Your work is visible and your contributions have a direct impact on revenue retention.

• Strong comp for an ops role:

Base up to $120K, OTE up to $135K, plus equity in a well-capitalized company with demonstrated ARR growth.

• Genuine product to work with:

The platform serves a growing base of financial services clients and replaces fragmented legacy compliance stacks. You will be supporting a product customers actually rely on. What will your day look like?

• Own the tier-1 ticket queue:

Resolve, triage, and escalate support requests across all customer segments. Hold a first-response SLA under two hours.

• Treat tickets as signals:

Systematically capture and tag customer insights from tickets, call notes, and CRM data. Deliver weekly synthesis to CS leadership and bi-weekly theme reports to the product and engineering team.

• Build toward deflection:

Maintain and expand the FAQ library and routing logic to reduce ticket volume over time. The goal is a continuously declining tickets-per-account ratio, not just faster responses.

• Design and own automations:

Identify high-frequency manual work across the CS team and build automations that eliminate it. Treat this as a discipline, not a side project.

• Inherit and evolve CS infrastructure:

Take ownership of CS operational tooling from the engineering team within the first 90 days, including health scoring, reporting, and escalation triggers.

• Support the broader team:

Provide project management and triage support for the CS team to protect Account Manager focus time. Who are you?

• You have the experience base:

Roughly 3-5 years in Customer Success Operations, Support, or Customer Operations at a B2B SaaS company. Team lead or operational crossover experience is a strong plus.

• You think in systems:

You do not close tickets -- you ask why they keep opening. You identify root causes and design solutions that eliminate whole categories of issues.

• You know the tooling:

HubSpot admin experience is strongly preferred. Familiarity with Pylon, Outreach, and CS platforms like Gainsight, Catalyst, or Vitally moves you to the top of the list.

• You are data-fluent:

You can build reports, interpret product telemetry, and use data to prioritize your work and communicate impact.

• You are built for ambiguity:

You thrive without a fully established playbook. You are excited to build structure where little exists, not waiting for it to be handed to you.

• Bonus profile:

A former CSM or AM who has crossed over into support and ops is a particularly strong fit here. Application & Contact Information Apply directly on LinkedIn or email [email protected] referencing "Customer Operations & Support -- SaaS" and a brief note on your relevant experience. Related Terms customer operations, customer success operations, CS ops, support operations, B2B SaaS, tier-1 support, HubSpot admin, customer health scoring, ticket triage, automation, systems thinker, Pylon, Outreach, Gainsight, Catalyst, Vitally, customer success, CSM, account management, fintech, compliance SaaS, RegTech, financial services, New York, hybrid, Series A, startup, CRM hygiene, product telemetry, reporting, ticket deflection, escalation management, post-sale operations