Customer Operations Associate

About Metaview

Metaview is a forward-thinking AI company revolutionizing recruitment. We develop AI agents that empower top companies to speed up hiring processes with enhanced accuracy. Our technology automates repetitive tasks while augmenting human efforts at organizations including Brex, Affirm, Deel, ElevenLabs, and Airtable. Founded by alumni from Uber and Palantir, we've secured over $50 million from prominent investors, with Google Ventures leading our Series B round. Our rapid growth rate of 5x annually and glowing customer feedback underline our innovation, which has drawn coverage from Fortune, Forbes, TechCrunch, and The Times.

Work Philosophy

Our operations center around one principle: velocity. We focus on:

• Maximizing the speed of learning in all activities.
• Delivering outstanding work quality.
• Maintaining transparent, context-aware communication.

Role Overview

Following successful expansion of our technical operations last year, we are scaling our team. As a Customer Operations Associate, you will become the internal expert on Metaview's platform, identifying and resolving complex technical challenges by analyzing logs and data patterns. Collaborating closely with Customer Success, Sales, and Engineering, you will own the enhancement and maintenance of internal tools and processes that improve troubleshooting efficacy and allow more autonomous support.

Responsibilities

• Fully manage escalated technical problems from investigation to resolution, ensuring quick turnaround.
• Analyze internal logs and tools to diagnose root causes, differentiating issues related to configuration, customer environments, and product defects.
• Develop and upkeep streamlined internal tools and workflows that speed up recurring issue investigations and empower the Customer Success team to be more self-sufficient.
• Continuously update internal documentation to reliably provide answers for both human staff and AI-based tools.
• Collaborate with Account Managers on important enterprise client interactions, supporting technical troubleshooting calls as needed.
• Work with Engineering by preparing detailed, well-contextualized bug reports that aid in prioritizing and resolving issues effectively.

Required Qualifications

• Between 1 and 3 years experience in customer-facing technical support or solutions roles within a B2B software environment.
• Proficient at investigating logs, system data, and documentation to discover root problems.
• Adept at converting unclear customer challenges into structured issue definitions and actionable plans.
• Proven collaboration skills with Customer Success, Sales, and Engineering teams, producing concise, context-rich escalations.
• Experience with SQL and basic programming, plus an enthusiasm for creating simple tools or automations to reduce manual workload.
• Strong verbal and written communication abilities, capable of explaining complex technical matters in accessible terms.
• A proactive, hands-on approach with a strong sense of ownership focused on systemic improvements rather than just fixing immediate tickets.
• Physical presence in the San Francisco office for at least three days weekly is necessary.

Benefits

• Opportunity to work with outstanding colleagues in a culture promoting teamwork, support, and high performance.
• Rapid professional growth and learning as we transform global workflows with AI.
• Competitive salary and equity packages.
• Comprehensive benefits exceeding industry standards.