Customer Experience Operations Manager

About Us

Circle is building the world’s leading all-in-one platform for online communities. We make it possible for creators, coaches, educators, and businesses to bring together their audience with engaging discussions, live streams, events, chat, courses, and payments — all in one place, all under their own brand.

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.

Twice a year, we bring the whole company together in beautiful places around the world for our company offsites. So far, we’ve hosted offsites in Turkey, Portugal, Mexico, Thailand, Colombia, Italy, Ireland, and more, with still more to come!

About the role

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.

This is a unique opportunity for someone who loves systems, thrives on collaboration, and wants to be at the center of transforming how we support thousands of customers around the world.

What you'll be doing

There are three main areas this role will own:

1. Data and Forecasting

• 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

2. Systems, Tools, and AI

• 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)

3. CX Funnel Optimization Support

• 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

What you'll need to be successful

• 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

Bonus points

• 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

$100,000 - $120,000 USD per year

The cash compensation range shown is a starting point. In addition to equity, benefits and perks, your cash compensation is subject to an annual review and increase on a once per year basis

The fun stuff

• Fully remote: work from anywhere in the world!
• Autonomy and trust to do your job: we care about outcomes over everything else.
• Paid time away: all employees are given 35 days of PTO annually. We also offer a paid sabbatical after 5 years.
• Generous U.S. benchmarked compensation and startup equity no matter where you are in the world.*
• Awesome medical coverage with 100% coverage for you and your family, or medical reimbursement options where applicable!*
• Parental leave for parents expanding their family, or just starting one.
• Home office stipend to help you get up and running.
• Learning & development stipend to help you level up your professional skills.
• Annual bonus potential for roles that don't already receive variable income or commission.
• Company retreats: Twice a year, the Circle team gets together for a fully paid company retreat in incredible places around the world! We’ve had past retreats in Colombia, Portugal, and Mexico, with more planned on the horizon.
• Check out our Careers page for more.

*Your role, location and unique circumstance may affect this.

Diversity, Equity & Inclusion

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.

Equal Employment Opportunity

Circle is an equal opportunity employer and as such, we do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other characteristic protected by applicable laws. If you require any accommodations during the recruitment process, please let us know and we will work with you to meet your needs.