Head of Customer Operations

About Us

Every 10 minutes globally, approximately 18 million interactions take place between consumers and businesses. Historically, these communications have been hindered by lengthy wait times, impersonal automated menus, repeated clarifications, and often unhelpful guidance. Today, most customers cannot simply express their issues naturally when interacting with companies. Artificial intelligence is transforming this landscape, enabling businesses to engage with customers through conversational AI at scale. Sectors including energy, telecommunications, and insurance are poised to adopt AI agents extensively, leading to a surge in customer conversations in the coming years.

At telli, we address the challenges emerging from this transformation. Our AI-driven voice agents are already in use by prominent B2C companies such as Sky, helping deliver improved customer experiences. While developing the initial voice agent is straightforward, optimizing it for meaningful results for customers and businesses is complex. telli offers solutions to build, deploy, and enhance AI voice agents at scale, aiming to become a leading software company in this domain. Our compact team thrives on solving difficult problems across engineering, product, and go-to-market areas, leveraging AI capabilities extensively. We value ownership, humility, and a collaborative, low-ego culture.

Key Responsibilities

• Establish and lead telli's customer deployment and success operations.
• Create and maintain the most effective deployment system in the industry for enterprise clients.
• Develop a scalable support and coverage framework to serve thousands of customers.
• Advance our proprietary customer operations tools and systems.
• Define and refine deployment playbooks and success standards as the company grows.
• Act as the main liaison between customer operations and the product and engineering teams.
• Manage and nurture telli’s expanding customer base, scaling to thousands of clients.
• Drive revenue retention and growth through renewals, upselling, and cross-selling, capitalizing on opportunities to expand contracts substantially.
• Ensure rapid onboarding and conversion from pilot to paying customer.
• Maintain high customer satisfaction and retention rates, targeting an NPS above 80.
• Develop and sustain strong relationships with key enterprise clients.
• Recruit, onboard, and lead a high-performing deployment, success, and account management team.
• Set clear goals, provide consistent feedback, and empower teams to meet objectives.
• Serve as a role model and establish strong leadership within the team.

Candidate Profile

• Minimum of five years' experience in dynamic, commercially driven environments such as top-tier consulting or high-growth startups/scaleups.
• Proven leadership in sales, customer success, deployment, account management, product management, or customer operations, preferably in a fast-growing B2B software context.
• Strong understanding of AI and product capabilities, with the ability to engage technically with engineering teams and influence product direction based on customer needs.
• Commercially minded with fluency in revenue metrics, net revenue retention, expansion, and customer retention strategies.
• Exceptional leadership skills capable of hiring, developing, and motivating high-performing teams.
• High sense of ownership and urgency, proactively overcoming obstacles without waiting for guidance.
• Excellent project management and communication skills with senior stakeholders and enterprise clients.
• Data-driven approach and deep knowledge of AI within commercial functions.
• Experience building operational functions from the ground up, comfortable with creating processes and structures from scratch.

Potential Misfit Indicators

• Preference for purely strategic work without engagement in details.
• Reliance on instinct rather than data for managing operations.
• Desire for strictly 9 to 5 hours or fully remote work setups without flexibility.
• Lack of previous team leadership experience.
• No prior revenue responsibility.

Benefits

• Competitive compensation package including above-market salary and equity.
• Unrestricted access to AI tools that enhance productivity.
• Subscription to urban sports gym facilities.
• Complimentary dinners at the office.
• Frequent team off-site events to build culture and collaboration.