Customer Ops Associate

About Metaview: Metaview is a market-leading AI powerhouse focused entirely on reshaping global corporate recruiting. We engineer advanced, highly precise AI agents that eliminate administrative toil and augment human talent workflows for world-class companies like Brex, Affirm, Deel, ElevenLabs, and Airtable. Founded by veteran tech leaders after scaling infrastructure networks at Uber and Palantir, Metaview has secured over $50 million from elite venture funds, including a recent Series B round led by Google Ventures. Growing at an explosive 5x YoY velocity and covered extensively across Fortune, Forbes, TechCrunch, and The Times, we operate with a core principle of maximum learning rate and velocity to fundamentally re-engineer how corporate work gets done.

Position Overview

We are seeking a highly autonomous, systems-fluent, and technology-forward Customer Ops Associate to join our expanding global Operations vertical under a permanent, full-time remote layout synchronized to US Pacific Standard Time (PST) hours. In this high-leverage technical customer support seat, you will become the definitive under-the-hood authority on how Metaview’s AI agents perform—digging deep into internal logs, isolating hidden pattern anomalies, and turning isolated tickets into automated, self-serve operational pipelines. Shifting completely away from non-regulated administrative data transcription loops, entry-level text entry grids, or simple copy-paste helpdesk protocols, you will run an active multi-tenant data diagnostic, programmatic bug isolation, and custom low-code automation laboratory. Partnering directly next to distributed Engineering, Customer Success, Account Management, and Sales divisions, you will maintain full technical ownership over escalated problems start-to-finish. This position requires a technical support specialist with 1–3 years of enterprise B2B SaaS history who handles data fields fluidly natively using Technical Support, SQL, and Customer Support primitives, translates ambiguous anomalies into well-scoped technical bug tracking, and embraces a high-craft execution focus.

Key Responsibilities

• Technical Incident Lifecycle Governance: Take comprehensive end-to-end ownership of escalated technical support tickets, driving root-cause diagnostics through system logs to ensure fast resolutions natively utilizing Technical Support paradigms.
• Under-the-Hood Log Triage: Analyze internal metadata, transaction logs, and orchestration pipelines to clearly isolate errors between baseline product constraints, configuration mistakes, or customer-specific client environments.
• Low-Code Asset Customization: Design, calibrate, and deploy lightweight internal workflow applications and custom automations to make recurring system investigations faster and highly self-service for frontline teams.
• Data Extraction and Engineering Sync: Write and execute analytical queries natively deploying SQL primitives to audit user usage statistics, detect data anomalies, and map platform errors.
• Structured Bug Instrumentation: Translate highly ambiguous customer descriptions into crisp, well-scoped, and context-rich technical problem statements to accelerate prioritization and fixing loops beside core Engineering cells.
• Knowledge Base Engineering: Formulate and continuously improve structured database documentation and internal runbooks, enabling both human technicians and automated AI agents to reliably surface precise solutions.
• Enterprise Account Advisory: Partner close-knit naast strategic Enterprise Account Managers, joining high-stakes customer consulting calls when necessary to guide corporate buyers through intricate troubleshooting tracks natively leveraging Customer Support guidelines.
• Systemic Process Optimization: Maintain a high-craft mindset optimized around velocity, systematically focusing your energy on upgrading the underlying product infrastructure rather than simply closing isolation tickets.

Required Skills & Qualifications

• A minimum of 1–3 years of proven, successful professional technology experience operating within customer-facing technical support, customer operations, solutions engineering, or closely matching tech-driven application support capacity at a B2B enterprise software company.
• Expert Root-Cause Diagnostics Command: Meticulous practical background digging natively into system telemetry logs, data strings, API traces, and technical documentation databases to parse complex technical variables.
• Demonstrated proficiency handling relational tables, managing data records, and query tracking natively using SQL and low-code integration frameworks.
• Outstanding written, verbal, and textual presentation communication strengths in English, with an established background explaining abstract backend or AI agent constraints cleanly to non-technical corporate business leads.
• Shift Context: Absolute capacity and readiness to align working hours seamlessly with fixed US Pacific Standard Time (PST) hours to support our North American enterprise customer base.
• Location Context: Position operates under complete remote guidelines. While the company is headquartered in San Francisco, qualified technical customer operations authorities may reside permanently anywhere globally as long as they maintain strict PST operational synchronization.

Preferred Strategic Indicators (Nice to Have)

• Prior platform or support background debugging enterprise applications explicitly inside the HR Tech, generative AI agent pipelines, workforce analytics, automated productivity suites, or heavy cloud SaaS sectors.
• Direct operational familiarity manipulating workflow components natively inside modern internal app frameworks or orchestration databases.
• An adaptable, high-agency persona characterized by deep intellectual curiosity, an elite rate of learning, and an intense motivation to build scalable systems from scratch.

What We Offer

• Top-Tier High-Performance AI Operations Remuneration: A highly competitive premium compensation structure composed of lucrative base cash rewards supplemented by corporate equity allocations calibrated precisely to your technical pedigree.
• Complete remote workspace infrastructure freedom anywhere globally with absolute schedule ownership over your aligned PST calendar, completely removing daily office traffic commute blockages.
• Front-Row AI Architecture Footprint: Elite professional growth landmarks achieved by single-handedly blueprinting the customer operations backbones and low-code diagnostic tools that enable major international brands to hire with radically more speed.
• Comprehensive health, medical, and lifestyle preservation setups matching top-tier venture-backed software metrics.
• Access to a legendary corporate environment that unites brilliant co-workers around uncompromised craft, direct context sharing, and direct access to founders, ensuring the most fulfilling operational execution of your career.