Director of Customer Operations

About Us

Monto is revolutionizing B2B payments by offering the first AI connector between suppliers and buyers, enabling seamless collections and real-time transaction data. Our mission is to introduce the interconnected future of B2B payments, where companies can easily communicate to pay and get paid as we overcome the challenges of interoperability between financial platforms.

Job Description

We are hiring a Director of Customer Operations to own and scale everything post-sale at Monto - onboarding, support, and customer workflows.

This is a highly operational, system-building role focused on turning customer operations into a fast, scalable, and structured function. You will be responsible for reducing manual work, improving time-to-value, and ensuring Monto is easy to implement and operate for every customer.

This is not a traditional support role - it’s a system-building role.

What You’ll Do:

• Own onboarding and implementation processes, reducing time-to-go-live from weeks to days by standardizing integrations and building scalable workflows
• Lead customer support operations, including ticket management, SLAs, and escalations, while improving response times and reducing support load
• Build and optimize internal tools, workflows, and processes to scale customer operations efficiently
• Partner closely with Product and Engineering to turn recurring customer issues into product improvements
• Define and track key metrics such as onboarding time, resolution time, ticket volume, and CSAT
• Take full ownership of the post-sale customer experience, ensuring consistency, speed, and quality across all touchpoints

Requirements:

• 8+ years of experience in Customer Operations, Implementation, or a similar role within a B2B SaaS company
• Experience working with complex products (integrations, APIs, enterprise workflows)
• Strong operational mindset with the ability to build systems and processes, not just manage tasks
• Hands-on approach, with the ability to move fast and execute in a dynamic environment
• Data-driven, with experience using metrics to drive decisions and improvements
• Obsessed with business processes and optimization projects
• Experience in high-growth startups or scaling environments
• Familiarity with customer support and ticketing systems
• Experience in improving customer experience (CX) and support processes