Product Operations Lead

SINAI’s mission is to provide organizations with the technology necessary to build deep decarbonization strategies. Our tools engage organizations to automate carbon analysis and reporting for their entire operation, transforming the way they interact with their business, value chain, and the environment.

We look for a diversity of ideas, talent, and exceptional individuals who are experienced with building new solutions from scratch, are comfortable with making tradeoffs to deliver high-value outcomes, are proactive, take ownership, and enjoy working in a fast-paced collaborative environment.

No prior knowledge of GHG accounting, environmental science, or climate change is required, but we expect you to be a quick and voracious learner. Come define the category of decarbonization intelligence with us!

About the Role

As the owner of our product support processes and tools, you will work across our Product, Customer Success, Sales, and Engineering teams to deliver a seamless and first-class user experience. You will ensure easy access to effective in-app guidance with an emphasis on automated self-serve support capabilities. For issues requiring manual attention, you will define and lead the process for triage, troubleshooting, and communications to mitigate any negative user impact. Through your hands-on efforts you’ll build a unique strategic perspective to help our teams anticipate problems during product development and prioritize issues correctly to ensure we’re always putting the needs of ours customers first.

This role is expected to grow into a broader product operations role as the product support function gets underway.

What you will be doing

• Develop a holistic product support strategy across ticketing, automated chat, knowledge base and training solutions
• Own planning and implementation for scalable customer support processes and policies with clearly quantified performance metrics and targets
• Develop our product knowledge base and resource library
• Ensure prompt and effective resolution for customer queries, concerns, and escalations via support channels
• Serve as an internal resource for product knowledge and collaborate across departments to identify solutions to technical requests from end-users and internal teams
• Represent the voice of our customers by surfacing key trends and insights back to our product and business teams
• Manage product newsletter in coordination with product team and support solutions
• Over time, work closely with product team to develop business processes to streamline product development

Skills and qualifications

At SINAI we look for smart, curious, creative people who are passionate about our mission above all else. If you’re excited about this role but your experience doesn’t align perfectly with all the criteria below, please apply anyway and let us know more in your cover letter.

• 6+ years of relevant customer support operations and/or program management experience in a complex SaaS product environment
• Experience developing support material for technical SaaS products
• Excellent problem solving, pattern matching, troubleshooting, and communication skills for both technical and non-technical audiences
• Experience defining, meeting, and continuously improving upon KPIs to ensure successful use of our product
• Experience designing, automating, and operating support workflows with tools like Zendesk, Intercom, Jira, etc
• Empathetic, positive attitude with a passion for anticipating and resolving customer pain points
• Experience building and leading product support teams
• Experience working in a fast-paced, dynamic startup environment

Bonus skills and experience

• Experience with product analytics tools (Amplitude, Segment, Mixpanel, etc)
• Experience with platform observability tools (Datadog, Sentry, etc.)
• Familiarity with SQL, basic web development practices and debugging tools
• Experience supporting products in multiple languages
• Experience working closely with product teams