Customer Operations Associate

About Solace

Healthcare in the U.S. is fundamentally broken. The system is so complex that 88% of U.S. adults do not have the health literacy necessary to navigate it without help. Solace cuts through the red tape of healthcare by pairing patients with expert advocates and giving them the tools to make better decisions—and get better outcomes.

We're a Series C startup, founded in 2022 and backed by Inspired Capital, Craft Ventures, Torch Capital, Menlo Ventures, Signalfire, and IVP. Our U.S. based team is lean, mission-driven, and growing quickly.

Solace isn't a place to coast. We're here to redefine healthcare—and that demands urgency, precision, and heart. If you're looking to stretch yourself, sharpen your edge, and do the best work of your life alongside a team that cares deeply, you're in the right place. We’re intense, and we like it that way.

Read more in our Bloomberg funding announcement here.

About the Role

We’re building out the Customer Operations function to power the next phase of CX growth.

The Customer Operations Associate is an execution-focused operator who plays a key role in turning strategy into reality. This role sits at the intersection of systems, analytics, automation, and cross-functional execution.

You will work directly with the Customer Operations Manager to drive high-impact initiatives across CX, including AI rollouts, tooling optimization, performance analysis, and process improvements.

It’s ideal for someone who thrives in a fast-paced environment, enjoys both structured analysis and creative problem-solving, and is passionate about building the systems and processes that power a world-class CX organization.

What You’ll Do

Operational Execution

• Support the Customer Operations Manager in operational planning and project management.

• Support rollout and optimization of CX tooling (AI automation, QA platforms, WFM tools)

• Execute on operational initiatives from scoping through implementation

• Partner cross-functionally with Product, Data, and CX leadership to move projects forward

• Maintain clear documentation and operational hygiene across initiatives

Analytics & Insight

• Analyze trends across automation containment, QA signals, SLA performance, and CSAT

• Build summaries and dashboards that translate operational data into clear insights

• Conduct structured deep-dives when issues arise, bringing facts not anecdotes

• Support executive-ready reporting for planning and reviews

Systems & Optimization

• Identify workflow inefficiencies and propose improvements

• Test and validate new automations before full rollout

• Partner with the Systems Admin and Data team to ensure clean implementation

• Help monitor impact post-launch and iterate quickly

Special Projects / SWAT Support

• Step in to investigate operational friction points

• Provide neutral, structured analysis across CX cores

• Drive follow-through on initiatives that require cross-functional coordination

Have the opportunity to directly impact the company and grow your career at Solace

What We’re Looking For

• 2–5+ years in operations, analytics, consulting, project management or high-growth startup environments

• Analytical mindset with the ability to interpret data, identify trends, and communicate insights clearly.

• High attention to detail and ability to manage multiple priorities simultaneously.

• Proven track record of ownership, follow-through, and execution on projects or process improvements.

• A high level of coachability and eagerness to learn new things. The ability to learn new systems, frameworks, and processes quickly is critical.

• High ownership and bias toward execution

• Structured thinker who can break down messy problems

• Strong written communication skills

• Comfort operating in a fast-scaling environment

Bonus Points

• Experience in CX analytics.

• Familiarity with automation, or AI tools (e.g., Decagon, Lorikeet, MaestroQA).

• Experience supporting cross-functional projects in a fast-scaling startup environment.

Career Growth Path

This role is designed as a foundational position within CX Operations. Success in this role can lead to future opportunities in CX Operations Management, CX Program Management, or Voice of Customer/Strategic CX Operations as the company continues to scale.

Applicants must be based in the United States.

Up for the Challenge?

We look forward to meeting you.

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