Customer Success & Professional Services Operations

FutureFit AI is dedicated to helping people secure better jobs faster and more affordably, particularly those facing barriers to opportunity. They are looking for a Customer Success Operations Associate who will become an expert in their product, support customer-facing delivery, and enhance the overall customer experience by documenting insights and issues. This role involves significant interaction with the product and customers to ensure a seamless user experience.

Responsibilities:

• Product fluency: Learn the product end to end and stay current as it evolves, becoming the internal expert on how it actually behaves in customers' hands
• Voice of the customer: Bring customer context into internal conversations so decisions are grounded in real usage, real workflows, and real constraints, not assumptions
• Customer-minded QA: Test new and existing functionality through the lens of the people who use it, surfacing issues, friction, and edge cases before they reach customers
• Structured issue triage: Own clear, reproducible bug reports and route them with the right priority and context, so Build can act quickly and Customer Success is no longer carrying this load
• Professional services support: Support customer-facing delivery through implementation tasks, workflow guidance, training preparation, documentation, and lightweight troubleshooting
• Reusable customer resources: Help create guides, FAQs, templates, internal notes, and other resources that make support more scalable and reduce repeated one-off questions
• Cross-customer learning: Work across customers, regions, and use cases to notice patterns in where customers are getting stuck, what workflows need more support, and where the product experience can be clearer
• Internal coordination: Work closely with Customer Success, Product, and Build to make sure customer feedback, product issues, and implementation learnings are shared clearly and followed through