Customer Operations Lead

hace 4 días

Cali, Valle del Cauca, Colombia Ottomatik A tiempo completo

Hi there We are South and our client is looking for a Customer Operations Lead

Note To Applicants

  • Eligibility: This position is open to candidates residing in Latin America.
  • Application Language: Please submit your CV in English. Applications submitted in other languages will not be considered.
  • Professional Presentation: We encourage you to showcase your professional experience by including a Loom video in the application form. While this is optional, candidates who provide a video presentation will be given priority.
  • Note: If you're hired for this role, you may be asked to update your LinkedIn profile :)

About The Role
Our client operates a healthcare marketplace that connects nurse practitioners and physician assistants with collaborating physicians. They are looking for a Customer Operations Lead to own day-to-day customer support and billing operations.

This role goes beyond ticket handling. You will be responsible for resolving complex customer issues, managing billing workflows in Stripe, improving internal SOPs, and ensuring a high-trust experience for clinicians using the platform.

What Success Looks Like

  • Customers receive accurate and timely resolutions without founder involvement
  • Billing changes are executed correctly the first time
  • SOPs continuously improve and reduce repeat questions
  • Escalations are thoughtful, well-reasoned, and rare

Responsibilities

  • Own inbound customer support across email and messaging channels
  • Manage Stripe billing actions, including subscription changes, cancellations, corrections, and refunds
  • Investigate and resolve edge-case issues related to billing, contracts, and account setup
  • Draft, maintain, and improve internal SOPs for customer support and billing workflows
  • Communicate clearly and professionally with customers about sensitive issues (billing, errors, timelines)
  • Join customer calls when needed to resolve complex situations
  • Proactively identify process gaps and suggest operational improvements

Qualifications

  • 2+ years of experience in customer operations, customer support, or business operations
  • Strong written and spoken English; comfortable joining customer calls
  • Prior experience with Stripe, subscriptions, or SaaS billing workflows
  • High attention to detail with a zero-tolerance mindset for billing errors
  • Strong problem-solving skills and ability to reason through ambiguous situations
  • Ability to work independently and ask thoughtful clarifying questions
  • Experience in healthcare, SaaS, or regulated industries is a plus

If this opportunity sounds good to you,
send us your resume

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