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
Helping Fortune 500 companies and governments to build a FutureFit workforce by providing individuals with a "GPS for your Career" It was founded in 2019, and is headquartered in New York, New York, USA, with a workforce of 11-50 employees. Its website is https://www.futurefit.ai/.