About the RoleThe customer operations team at Loop is focused on delivering best-in-class service and outcomes for our growing customer base. We provide real-time product expertise, build relationships with our customers' operations and finance teams, and ensure customers get value from their use of our products and services. We strive to improve our product, our processes, and most importantly, our customers' outcomes.
The role is a hybrid people-manager and hands-on contributor position: you'll lead a small team while staying close to the work yourself, helping build and refine the audit workflows, reporting, and automation that keep our operations scalable as we grow.
What You'll Do - Build and maintain audit workflows and reporting (e.g. dashboards, exception queues) that give the team and customers visibility into performance and spend
- Support automation initiatives that reduce manual review work and improve accuracy across the operations pipeline
- Develop and maintain operational models that capture throughput and cycle time, giving the team clear visibility into performance and where bottlenecks are forming
- Help create and refine standard operating procedures, and flag gaps in tooling or process as the team scales
- Partner cross-functionally with product and engineering to translate operational pain points into product improvements
- Collaborate closely with Customer Success and Implementation teams to ensure smooth customer handoffs, aligned messaging, and a consistent experience from onboarding through ongoing support
- This is an in-person role based in Chicago with the expectation to be in the office 4+ days per week
About You- You have 5-7 years in SaaS, logistics, technology, consulting or related fields, with examples of progression and growth
- You have experience managing or mentoring others in customer operations, support, technical support, or related fields
- You're comfortable working with data and reporting tools (SQL, Excel/Sheets, BI tools like Superset) to track performance and surface insights as well as AI tools (e.g. ChatGPT, Claude) to speed up daily workflows, from analysis to communication
- You're an excellent verbal and written communicator - able to interface with customers, technical stakeholders and at all levels
- You lead with data and a can-do attitude, no matter the challenge
- You're a team player, excited about the opportunity to be an early employee at a fast-paced, fast-growing company
Compensation and BenefitsThe base pay range for this role is $150,000 to $170,000 annually. This range reflects the base pay that Loop reasonably expects to pay for the position at the time of hire. Actual compensation will depend on job-related factors, including experience, skills, qualifications, location, and business needs.
In addition to base salary, this role may be eligible for an annual performance bonus. This role is also eligible for Loop's benefits, including health, dental, and vision insurance, 401(k) match, paid time off, paid holidays, and parental leave.
