FutureFit AI is a forward-thinking company dedicated to bridging the gap between talent and opportunity through innovative AI-driven solutions. With a mission to democratize workforce development, the company empowers individuals, especially those facing barriers, to access better job opportunities efficiently. Their platform is designed to tackle economic inequality by enhancing workforce systems and unlocking human potential at scale. . .

Read more about this company>>

Job Type: Full-Time

Department:  Customer Success

Location: CA/US Remote

Job Overview

We’re seeking a Customer Success Operations Associate to join our Customer Success team. This is a hands-on role for someone who wants to become an expert in how our product works and how customers use it in the real world.

You will spend significant time in the platform, testing workflows, exploring different customer use cases, identifying bugs or friction, and documenting what you find clearly. You will also support customer-facing delivery through implementation support, workflow guidance, training preparation, documentation, and lightweight troubleshooting.

The right person for this role is customer-minded, product-curious, detail-oriented, and excited to work across customers, regions, and use cases. You will help us deliver a stronger customer experience by staying close to the product, understanding where customers need support, and turning those insights into clear next steps for Customer Success, Product, and Build.

Tasks & Obligations

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

Experience

• 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

Compensation

The base salary range for this role is USD $90,000 to $120,000 for candidates based in New York and CAD $105,000 to $135,000 for candidates based in Toronto,

How To Apply

Interested applicants should click on APPLY FOR THIS JOB to fill the provided form.