Customer Operations Engineer

LayerX is seeking an experienced Customer Success Operations Manager to join our Customer Success Department. This role will be responsible for streamlining, automating, and optimizing the operational processes that enables our customer-facing teams to drive high-impact, scalable customer outcomes. This role will involve working closely with cross-functional teams such as Sales Engineering, Product, Support, and R&D to ensure that our customers’ technical needs are met and that they receive world-class support from onboarding through to renewal. The ideal candidate will have a blend of operational expertise and customer-focused thinking, with hands-on experienced supporting internal customer facing teams. This role is customer-facing with an emphasis on technical expertise and skills.

LayerX Security:

LayerX’s user-first browser security platform turns any browser into the most protected & manageable workspace by providing real-time monitoring and governance over users’ activities on the web. We protect the enterprise’s applications, data, and devices from web-borne risks with near-zero impact on user experience.

Our Values – What We Believe In:

• Autonomy and Empowerment – Our engineers are responsible for delivering impact all the way from idea through to design, architecture, infrastructure, and delivery to production.
• ⁠Openness and Transparency – There are no walls; we are all in this together.
• No Fear – We welcome working in new domains and learning new technologies. There are no disciplines; we do what it takes to succeed!
• ⁠Excellence – Using the best technologies and writing reliable, scalable, and robust components.
• Data Wins Arguments – We are data-driven and focused. Get the data and act on it!
• User Privacy – Protecting users and organizations is extremely important to us, and user privacy is a top priority as well.
• ⁠Friendship and Fun – Teamwork is at the center of our methodology. We work as a team on problems and challenges, and fun is a big part of that as well!
  
  

• Lead the technical aspects of customer onboarding and product implementation, ensuring customers are set up for success from day one.
• Work with customers to configure, integrate, and customize the product according to their needs.
• Develop and refine onboarding materials, knowledge base articles, and training documentation to empower customers to maximize their product experience.
• Develop and optimize Standard Operating Procedures (SOPs), and automate repetitive tasks and processes to improve team productivity and customer satisfaction.
• Work closely and collaborate with cross-functional teams, including engineering, support, and product, to ensure a seamless customer experience.
• Develop and implement processes that enhance customer engagement and satisfaction.
• Monitor key performance metrics and prepare reports for management review.
• Provide support and training to customer success team members on tools and best practices.
  
  

• Bachelor’s degree in a related field (e.g., Business, Engineering, Computer Science) or equivalent work experience.
• Minimum of 3 years of experience in customer success, operations, or a similar role.
• A customer-first mentality with the ability to troubleshoot and resolve technical issues.
• Knowledge of API integrations and technical troubleshooting with various tools and SAAS apps.
• Experienced with software deployment procedures from dev to customer.
• Experience with deployment of apps through MDMs
• Analytical mindset with strong data analysis, reporting, and dashboard creation skills.
• Must have hands- on experienced with scripting languages such as Python, as well as SQL & Excel.
• Native-level English with a focus on technical terminology.
• Strong problem-solving skills and the ability to work collaboratively across departments
• Ability to work independently and in a collaborative, team-oriented environment.
• Excellent communication and interpersonal skills, with a customer-focused mindset and the ability to explain technical concepts to non-technical audiences.
• Experience in process optimization and project management is a plus.