CS Operations Manager

Syllo is a software company in the legal space that offers an AI-powered litigation workspace that enables lawyers to safely harness the power of language models. After spending years developing our cloud-based application, Syllo’s applications are now being used by a wide range of legal professionals – from the largest law firms in the world to the most prestigious law schools. We are a lean, fast-moving, and multi-disciplinary startup led by exceptional lawyers and engineers. We hold each other accountable to achieve ambitious goals in a timely way while treating one another with respect and understanding. If you’re excited about AI and passionate about being part of a remote team that seeks to transform the legal practice, then read on! We are seeking a CS Operations Manager to join a team of passionate, fast-moving professionals at the forefront of AI-powered legal technology. In this role, you will build the operational foundation that allows our Customer Success team to scale. You will own the tools, processes, and reporting infrastructure that give CS leadership the visibility and efficiency they need to deliver consistently for clients and grow the business. Key Responsibilities ● Own and administer the CS tech stack including HubSpot, Front, Monday, and related tools, ensuring they are configured, integrated, and used consistently across the team ● Identify opportunities to leverage AI tools and automation to improve team efficiency and reduce manual work ● Design and standardize CS processes and workflows in partnership with CS leadership, including onboarding templates, escalation paths, and operating rhythms ● Build and maintain reporting dashboards that give CS leadership clear visibility into team capacity, workload distribution, and coverage across pods and support ● Conduct workforce capacity analysis to help CS leadership plan for hiring, manage current team load, and anticipate coverage gaps ● Partner with CS leadership to define, operationalize, and track KPIs from the ground up, including client satisfaction, response and resolution times, team performance, and customer outcome metrics ● Serve as the operational bridge between CS, Sales, Product, and Engineering, ensuring cross-functional workflows are clearly defined and consistently followed ● Document processes and maintain an internal operations knowledge base that scales with the team Qualifications Note: this is a wish list. Please do not hesitate to apply if you only have some of these qualifications, especially if you come from a less traditional background. We value both current skills and proven potential, and will give you an opportunity to present your best foot forward as part of our hiring process. ● 3 to 5 years of experience in CS Operations, Sales Operations, RevOps, or a similar function at a SaaS company ● Demonstrated ability to build operational infrastructure from scratch, including process design, tooling, and reporting ● Strong analytical skills with the ability to work with data, identify trends, and translate findings into clear recommendations for leadership ● Experience administering CRM or CS platforms such as HubSpot, Monday, Front, or similar tools ● Familiarity with workforce planning, capacity modeling, or support coverage analysis ● Comfort working in a fast-moving startup where processes are still being defined and priorities can shift ● Enthusiasm for using AI tools intelligently to improve efficiency and how the team operates ● Experience in legal tech or working with legal teams is a plus Capabilities ● Accountability: you own your work and follow through ● Collaboration: you work well within a team and make handoffs clean and complete ● Composure: you stay calm and clear-headed in fast-moving, high-stakes situations ● Initiative: you don't wait for direction when something needs attention ● Judgment: you know when to escalate and when to solve it yourself Compensation will be negotiated based on your qualifications and experience, with a salary range of $120K - $140K, with potential for higher salary range for exceptional candidates