futurefitai - Customer Success & Professional Services Operations

• We’re seeking a Customer Success Operations Associate to join our Customer Success team. This is a hands-on role for someone who wants to become an expert in how our product works and how customers use it in the real world. • You will spend significant time in the platform, testing workflows, exploring different customer use cases, identifying bugs or friction, and documenting what you find clearly. You will also support customer-facing delivery through implementation support, workflow guidance, training preparation, documentation, and lightweight troubleshooting. • The right person for this role is customer-minded, product-curious, detail-oriented, and excited to work across customers, regions, and use cases. You will help us deliver a stronger customer experience by staying close to the product, understanding where customers need support, and turning those insights into clear next steps for Customer Success, Product, and Build. • WHAT YOU'LL OWN • Product fluency: Learn the product end to end and stay current as it evolves, becoming the internal expert on how it actually behaves in customers' hands. • Voice of the customer: Bring customer context into internal conversations so decisions are grounded in real usage, real workflows, and real constraints, not assumptions. • Customer-minded QA: Test new and existing functionality through the lens of the people who use it, surfacing issues, friction, and edge cases before they reach customers. • Structured issue triage: 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. • Professional services support: Support customer-facing delivery through implementation tasks, workflow guidance, training preparation, documentation, and lightweight troubleshooting. • Reusable customer resources: Help create guides, FAQs, templates, internal notes, and other resources that make support more scalable and reduce repeated one-off questions. • Cross-customer learning: 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. • Internal coordination: Work closely with Customer Success, Product, and Build to make sure customer feedback, product issues, and implementation learnings are shared clearly and followed through. • At FutureFit AI, our hiring process is designed to help you assess whether this role and our culture are the right fit based on your unique skills, mindset, and experiences. We move fast and work with intensity, so we want you to get a real sense of that from the start. • Each journey includes a mix of interviews and a performance challenge. For this role, that might look like: • 1. Online Application • 2. Initial Screen with Director of People & Culture • 3. Interview with Hiring Manager • 4. Panel Interview • 5. Final 1:1 Interviews • 6. Final Decision • Generally, this entire process takes around 6 weeks, although the timing can vary due to specific candidate circumstances. • READY TO SHAPE THE FUTURE OF WORK? • At FutureFit AI, we're not just building a company—we're transforming how talent and opportunity connect. Join our driven team united by a commitment to job seekers and the workforce ecosystems we serve. • COMPANY SNAPSHOT: • Team: 30-50 across US and Canada (hubs in NYC and Toronto) • Customers: Workforce development agencies and intermediaries, government agencies, employers • Industry: SaaS/AI technology • Funding: Bootstrapped 0-1, then raised funding led by JP Morgan • Structure: Growth, Customer Success, Product, Engineering, Data, People & Culture, Finance & Operations • OUR CORE PRINCIPLES • Drive to Outcomes • Raise the Bar • Speed Matters • USE OF AI IN HIRING • At FutureFit, we use artificial intelligence (AI) tools to make our hiring process more efficient, consistent, and equitable—never to replace human judgment. We use AI in the following ways: • Screening support: AI may help us compare applications against the skills and experience required for a specific role. These skills are defined by the hiring team for each position. A human reviews each application, with the AI assessment as just one input. • Interview support: In some interviews, we may use an AI notetaker to summarize the discussion so interviewers can focus on being present in the conversation. • Insights, not decisions: AI provides data points to support our team’s evaluation but does not make or recommend final hiring decisions. Every hiring decision is made by people. • We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request an accommodation.