[Remote] Customer Success & Professional Services Operations

Note: The job is a remote job and is open to candidates in USA. FutureFit AI is a company dedicated to helping people secure better jobs more efficiently, particularly those facing barriers to opportunity. They are seeking a Customer Success Operations Associate to enhance customer experience by becoming an expert in their product, testing workflows, and supporting customer-facing delivery. The role involves understanding customer needs and translating insights into actionable steps for various teams.

Responsibilities

• Learn the product end to end and stay current as it evolves, becoming the internal expert on how it actually behaves in customers' hands
• Bring customer context into internal conversations so decisions are grounded in real usage, real workflows, and real constraints, not assumptions
• Test new and existing functionality through the lens of the people who use it, surfacing issues, friction, and edge cases before they reach customers
• 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
• Support customer-facing delivery through implementation tasks, workflow guidance, training preparation, documentation, and lightweight troubleshooting
• Help create guides, FAQs, templates, internal notes, and other resources that make support more scalable and reduce repeated one-off questions
• 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
• Work closely with Customer Success, Product, and Build to make sure customer feedback, product issues, and implementation learnings are shared clearly and followed through

Skills

• Experience in customer success, professional services, product operations, QA, or a closely adjacent role at a SaaS company
• A genuine QA mindset: you notice what is off, you reproduce it, and you document it cleanly
• Strong product curiosity and excitement to become deeply fluent in how a platform works
• Customer empathy and an ability to think through how real users experience software, especially users facing barriers to opportunity
• Technical literacy to work fluently alongside engineers and product managers, read a roadmap, and reason about how features fit together
• High agency and strong written communication: you move issues forward yourself rather than waiting to be told
• Exposure to workforce development, government, or other mission-driven SaaS
• Familiarity with structured QA or bug-tracking workflows and tools
• Comfort writing lightweight scripts or queries to reproduce and investigate issues

Benefits

• Remote (North America)
• Remote (Canada)
• Remote (US)
• For candidates living in Toronto, our office is conveniently located at 325 Front St West (a short walk from Union Station). You are welcome to come in on a hybrid schedule.
• Although this role is remote, you may be expected to travel up to once per quarter for offsites and team gatherings.

Company Overview