About the roleWe're looking for a Client Operations hire to own three functions that sit at the center of the customer experience: customer support, client operations, and product operations. This is a unique, high-leverage role - you'll answer the hardest customer questions, execute strategic work on customers' behalf, and act as the connective tissue between EPD, GTM, and the customer. Today these three functions live in one role; as Monaco scales, they will split into three distinct teams, and this role is the foundation for all of them. You'll partner closely with Launch Operations and Forward-Deployed Account Executives across the entire customer lifecycle. We're looking for someone who moves fast, holds an extremely high bar for quality, and wants to build the operational backbone of a company in real time.
What you'll doCustomer Support- Answer how-to questions and resolve customer issues quickly and completely, owning them through to resolution
- Coordinate with EPD on bugs - reproduce, triage, and escalate issues, and close the loop with customers when fixes ship
- Turn recurring questions into documentation, playbooks, and product feedback so the same issue never has to be solved twice
Client Operations- Own the more strategic and complex work we execute on behalf of customers, ensuring it's delivered at a consistently high standard
- Build repeatable processes and quality controls for customer-facing operational work as volume scales
- Partner with Launch Operations and FDAEs to support customers across the entire lifecycle, from onboarding through renewal and expansion
Product Operations- Serve as the conduit between EPD, GTM, and the customer on internal projects
- Help ship new features and migrate functionality, coordinating rollouts across teams and customers
- Gather customer feedback on new features and iterate quickly, delivering fast, high-signal feedback loops back to EPD
What we're looking for- Exceptional written and verbal communication - you can explain a product clearly to a customer and a bug precisely to an engineer
- Strong operational instincts with a track record of building processes where none existed
- High ownership and comfort operating across multiple functions at once - you triage, prioritize, and execute without being told what to do
- Technical enough to work closely with EPD - you can reproduce issues, understand product mechanics deeply, and speak credibly about how things work
- Relentless work ethic and an extremely high bar for quality
- Comfort operating in ambiguity at an early-stage company where processes don't yet exist - and excitement about building the ones that will
Nice to have- 2+ years in investment banking, consulting, or other professional services
- 2+ years in operations or a customer-facing role at high-growth B2B early stage SaaS startup
- Experience with CRM, sales engagement, or revenue operations tools
- Experience with support tooling and workflows (e.g., Pylon, Zendesk, Intercom)
- Experience working directly with product and engineering teams on feature launches or migrations
