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    Customer Success & Operations - Moldova

    • Remote
      • Chisinau, Chișinău, Moldova, Republic of

    Job description

    Job requirements


    Our product is a research-driven SaaS platform that helps software engineering organizations move beyond intuition by offering objective output measurement: it analyzes source code contributions to produce scalable, comparable productivity metrics, spot performance bottlenecks, and identify best practices across teams.

    The Role
    In the role of Customer Success & Operations you’ll be the friendly, knowledgeable face of our company for customers. You’ll help users get the most out of our platform—from answering “how-to” questions to guiding them through setup, onboarding, and best practices.

    You’ll combine problem-solving with relationship-building to make sure every customer is successful.

    We are looking for a self-starter with strong ownership and a startup mindset — someone who can confidently operate between Customer Support and Account Management.
    You will be the strategic, trusted partner for our customers: guiding them through onboarding, translating complex data into actionable insights, identifying growth opportunities, and ensuring they get maximum value from our platform.

    This is not just a support role — you will lead, influence process and product decisions, and help shape how customers experience our platform.

    Key Responsibilities
    Customer Success

    • Respond to customer inquiries via chat, email, or tickets in a clear, empathetic, and timely way.

    • Help customers navigate the platform, troubleshoot issues, and understand new features.

    • Collaborate with internal teams to resolve customer challenges quickly and effectively.

    • Support new customers through onboarding and training sessions to help them start strong.

    • Build lasting relationships by checking in regularly and ensuring they’re getting real value from the product.

    • Track customer engagement and reach out proactively if someone might need extra help or encouragement.

    • Share customer feedback with the product and marketing teams to improve the overall experience.

    Customer Operations

    • Update our documentation and FAQs to make it easier for customers to find answers on their own.

    • Review and refine tools for tracking customer communications.

    • Review and refine the customer interaction workflows.

    • Make updates to our website to reflect product and strategy updates.

    • Maintain communications with external vendors.

    • Get involved in marketing initiatives.

    Requirements

    • 3–5+ years in Customer Success, Operations, or Account-facing roles

    • Excellent English — both written and verbal

    • Experience working with analytics dashboards and interpreting insights

    • A self starter, able to prioritize, plan, and follow through independently

    • Comfort working in a fast-moving startup environment

    • Strong communication, empathy, and relationship-building ability

    • Ability to handle multiple tasks and stakeholders with structure and accountability

    • Flexibility to occasionally work U.S.-aligned hours


    Nice to Have

    • Experience in SaaS or other software products

    • Familiarity with productivity or engineering, or analytics tools

    • Familiarity with data-intensive products

    • Knowledge of CRM or customer lifecycle systems (HubSpot, Zendesk, etc.)

    or