Customer Experience Operations Manager, Circle
$100-120k
+ Startup equity + Annual bonus potential for roles that don't already receive variable income or commission
More information about location
Community platform for creators & brands
Be an early applicant
Community platform for creators & brands
101-200 employees
Be an early applicant
$100-120k
+ Startup equity + Annual bonus potential for roles that don't already receive variable income or commission
More information about location
101-200 employees
Company mission
To help organizations bring together engaging discussions, members, live streams, chat, events, and memberships — all in one place, all under their own brand.
Role
Who you are
- Strong alignment with our values, find our values on our career page if you haven’t read up on them yet
- You are proficient in English (spoken, written, and reading) at a CEFR Level C2 / ILR Level 5
- 3+ years of experience in support operations at a high-growth SaaS company, ideally one that has scaled past 100mil ARR --You know how to build from 0-1, then scale from 1-100
- Deep expertise with Zendesk (views, triggers, SLAs, analytics)
- Strong in Excel/Google Sheets: advanced formulas, pivot tables, data manipulation
- Proven ability to lead cross-functional initiatives and work with multiple stakeholders
- You are analytical and systems-oriented: you solve root issues, not just symptoms
- Excellent written and verbal communication skills, comfortable in async-first teams
- You're on the leading edge of AI best practices, with hands-on experience adopting and integrating AI-based systems and solutions
- You're proactive and organized, with a bias toward action and clarity
Desirable
- You have experience working within or alongside a Revenue Operations or Data team
- Familiarity with BI tools such as Looker, Metabase, Tableau, PowerBI etc
- Hands-on experience with implementing AI chat tools or workflow automation (e.g., Forethought)
- Background supporting global, distributed teams in fast-paced SaaS environments
- You’re familiar with SQL, or at least have a desire and aptitude to learn it
What the job involves
- We’re proud to be a fully remote company of around 180 (and growing!) team members from 30+ countries around the world. We seek exceptional individuals around the world, set them up to do the best work of their lives, and in turn, create a meaningful impact in their own lives
- We don't track hours, but we do manage for high expectations very closely. We collaborate across time zones, are highly async, and like to document a lot
- As Circle grows, so does the complexity of supporting a global, diverse customer base
- We're looking for a strategic, data-driven Customer Experience Operations Manager to help us scale our support systems, streamline our workflows, and lead initiatives that empower our team to deliver fast, personal, and effective service at scale
- This role will report into the Revenue Operations organization, while working closely with the Customer Experience (CX) team to drive data, systems, and strategy
- Collaborate with the Data team to ensure that all workflows, operations, etc. in the CX space produces clean, reliable data for us to use in advanced analyses, customer segmentation and strategic decision making
- Build and maintain dashboards and reports that monitor support performance, customer trends, and contact drivers
- Own and continuously improve support forecasting and capacity planning in partnership with Support Leadership
- Leverage advanced spreadsheet skills (Excel or Google Sheets) to drive analytical projects, in close collaboration with RevOps and Data teams
- Lead the strategy and operations of AI-powered support tools, including training, testing, and iteration
- Serve as the primary Zendesk administrator for a multi-tiered and multi-channel environment: manage workflows, routing, views, triggers, integrations, system maintenance and automations
- Identify and implement scalable automations that reduce manual tasks and improve team efficiency
- Partner with engineering and external vendors to enhance internal tooling (e.g., Zendesk apps, custom integrations)
- Collaborate with CX leadership to identify data-driven opportunities across the entire support funnel, from the knowledge base to agent-assisted channels
- Support tooling and system enhancements that increase funnel efficiency, reduce contact rates, and improve the customer experience
- Help ensure visibility and clarity into our support funnel performance through real-time metrics, tracking, and structured reporting
- Partner on bug triage systems and support channel operations (bot, chat, email, escalation flows), with a focus on continuous improvement
Our take
The influencer market is nearly twice the size it was globally back in 2019. With more creators flocking to the digital space to grow and engage with their followers, cracks in the existing platforms’ relationship to their content creators are showing. Circle is one of a number of content creator platforms rising up to meet the demand for change.
Its community platform allows users to create and engage with their own groups, for a small subscription fee established by the creators. This direct ownership and community engagement is proving something of a silver bullet for companies looking to tempt creators off of incumbent giants like Tiktok and Youtube. Companies like Substack, Patreon, and Pico have all seen remarkable success with this strategy, suggesting that Circle’s foray into establishing something similar for a creator hub is playing to an eager market.
The company's ultimate aim is to pull together all creator tools like newsletter publishing, merch sales, and podcasting under a single Circle umbrella. This is ambitious - but Circle is growing alongside the creator economy at an impressive pace. If it can maintain this growth, it will be poised well for future success.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Employee endorsements
Opportunities to learn
"I appreciate that Circle provides an annual budget for courses and education, allowing me to continuously learn and develop my skills. Additionally,..."
Funding (last 2 of 3 rounds)
Dec 2021
$24.7m
SERIES A
Feb 2021
$4m
SEED
Total funding: $30.2m
Company benefits
- Medical coverage & reimbursements: Depending on your location, you will either be offered a full medical plan for you & your family, or offered generous monthly reimbursements to help with medical costs
- Equity package: We offer an equity package to every person that works at Circle
- Paid time off: We offer 35-days of PTO per year based on your hire date. Up to 50% can carry over to the next year
- Work from home, or anywhere: All of our employees are 100% remote!
- Learning & development stipend: Take advantage of up to $500 USD per year to help you level up your professional skills
- Home office stipend: New joiners receive $2,150 USD on their first paycheck to help outfit their home office, with a refresh every three years
- Company offsites: Twice a year, the Circle team gets together for a fully paid company retreat in incredible places around the world!
- Annual bonus: Roles that don't already receive variable income or commission are eligible to earn up to an extra 5% of their annual earnings as a yearly bonus based on overall company performance
- U.S.-benchmarked compensation, no matter where you are in the world
- Paid sabbatical: After 3 years of employment, team members earn a paid 1-month sabbatical to decompress and unwind
- Parental leave for parents expanding their family, or just starting one
- 401k with employer match: U.S. employees can partake in a 401k plan that has a 5% match, dollar-for-dollar 🇺🇸
Company values
- 🌱 Grow together — We give honest feedback to others with the best intentions, and listen to valuable feedback when it’s given. We strive to grow with our company and operate with a growth mindset. We own our mistakes and avoid finger-pointing when things don’t go our way.
- 💡 Trust and autonomy — Our team members have solid judgement, and seek to earn a high degree of trust from everyone they work with by showing them their best judgement. Once a team member has earned trust, they can operate with a sense of autonomy and can do their best work without too much supervision. Our leaders seek to instill a sense of autonomy in their team members.
- 🏃🏽♀️ Bias for action — We jump to action with passion and positivity. When faced with challenges or opportunities, we're able to move fast and get things done. We value achieving tangible outcomes above simply valuing the inputs to those outcomes (i.e. planning, surveys, process, etc.).
- 💻 Product first — Everyone at Circle cares deeply about our product, and strives to do their best to make it better regardless of their role. We're open to sharing or receiving constructive feedback about our product at all times.
- 💭 Long-term thinking — We're here for Circle’s future and value its long-term mission. We pause and reflect on the fundamentals. We constantly seek to make trade-offs which benefit Circle’s mission over the course of the next decade — not just the immediate month or quarter ahead.
Company HQ
Midtown Manhattan, New York, NY
Articles
Leadership
Sid Yadav
(Co-founder & CEO)Previously founded Rev2.org, and wrote for VentureBeat, before moving on to work on design and front-end engineering both freelance and with Wizpert. Prior to Circle, worked in various senior product roles at Teachable.
Andrew Guttormsen
(Co-founder & Head of Revenue Operations)Previously an equities trader and analyst with SMB Capital, who moved on to found visitor engagement games design company, Exploreous. Subsequently held various senior roles in growth and marketing at Teachable.
Rudy Santino
(Co-founder & Head of Design)Has 20+ years experience as a designer, and spent time at Teachable + Gumroad working closely with dozens of top creators.
People progressing
Liz was hired as an Account Executive, before being promoted to a Senior Account Executive one year later. Liz moved up again only 8-months later to a Mid-Market Account Executive.
Katelyn joined Circle in early 2023 as a Customer Success Manager, and was promoted to a people manager role on the CSM team before her 1-year anniversary.
Donald accepted a part-time 3-month contract to help with a busy quarter at Circle. His outstanding performance led to a full-time offer to join Circle's People Operations team.
Diversity, Equity & Inclusion at Circle
Andrea Rojas (Head of People)
- As a fully-remote international company, diversity is baked into our DNA. Here’s how our CEO, Sid Yadav, frames our hiring mission: “let’s find talent in underserved and under-represented corners of the world, set them up to do the best work of their lives, and in turn, change their life.” To achieve this hiring mission, we offer competitive U.S.-benchmarked compensation no matter where someone’s located in the world, and we proactively seek candidates who expand representation of backgrounds, cultures and lived experiences in our teams.
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