Founding Customer Operations Lead

Intercept
San Francisco
Workplace: OnsiteFull timeUSD 120,000 - 180,000 annuallyFunction: Business OperationsExperience: 3+ yearsSkills: ["Organizational skills","Curiosity","Good judgment","Clear communication","Follow-through"]

Own the operating layer between customers, product, and engineering by running customer check-ins, clarifying business impact, and translating customer needs into actionable Linear tickets. You’ll prevent operational chaos through lightweight tracking systems, drive follow-through without founder-chasing, and support onboarding and implementations. Over time, you’ll surface recurring product signals, build a repeatable feedback loop, and help customers reach value quickly.

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FursaFursa
Intercept
Intercept
2 months ago

Founding Customer Operations Lead

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Own the operating layer between customers, product, and engineering by running customer check-ins, clarifying business impact, and translating customer needs into actionable Linear tickets. You’ll prevent operational chaos through lightweight tracking systems, drive follow-through without founder-chasing, and support onboarding and implementations. Over time, you’ll surface recurring product signals, build a repeatable feedback loop, and help customers reach value quickly.
Location: San Francisco
Workplace: Onsite
Employment Type: Full time
Job Function: Business Operations
Seniority: Mid level

Key Responsibilities

  • •Run customer check-ins: prepare, ask specific questions, push for examples, clarify business impact, and end with clear next steps.
  • •Translate customer conversations into Linear tickets with customer context, business problem, expected behavior, examples, urgency, and suggested priority.
  • •Prevent operational chaos by owning follow-through, escalating blockers, ensuring engineering has context, and keeping issues owned via trackers.
  • •Support implementations by onboarding customers, tracking data access, coordinating setup steps, documenting workflows, and ensuring customers reach value quickly.
  • •Surface product signal by identifying repeated pain points and high-ROI workflows to help the team decide what to build.

Pay and Benefits

Salary: USD 120,000 - 180,000 annually
Equity and Bonus:Equity

Key Requirements

  • •3+ years of experience in customer success or implementation in a B2B SaaS environment.
  • •Strong operating judgment: understand underlying problems and route issues appropriately (product gap, data/workflow/training issues, or one-off requests).
  • •Comfort working with ambiguity and messy data/customers in early-stage settings.
  • •Ability to write clearly so notes, tickets, and updates are specific and actionable for others.
  • •Experience with product operations, business operations, or consulting for operationally complex businesses is a plus.
Experience:3+ yearsB2B SaaS
Skills:Organizational skillsCuriosityGood judgmentClear communicationFollow-through
Tech Stack:Linear

Eligibility

Nationality:US National
Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Intercept
Intercept provides a developer-friendly SaaS platform to protect web applications from automated threats and attacks, offering runtime protection, monitoring, and easy integration to help teams detect, block, and investigate malicious traffic in real time.
Industry: Cybersecurity
Growth: Early Stage Startup
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