Customer Operations Lead

At Zefir, we don't do real estate the old way. We're building the infrastructure that will make buying and selling a home as simple as booking a flight. And we're just getting started.

As Customer Operations Lead, you won't just "manage tickets." You'll take a function that was kickstarted a few months ago with freelancers and turn it into Zefir's most powerful competitive advantage, a support experience so fast, so sharp, and so human-when-it-matters that sellers and agents actually talk about it.

You'll own the entire Customer Support scope, Customer Care (every seller and agent-facing interaction) and Customer Operations (the back-office engine that keeps mandates flowing). Today, the foundations are fresh and the efficiency low. Tomorrow, it's a scalable, high-performing machine. You're the one who builds it.

You'll sit at the crossroads of Sales, Ops, and Product. Your job is to make customers feel like VIPs, close the feedback loop that actually makes the product better, and build systems that scale faster than headcount ever could.

If you see are obsessed with customer satisfaction and if your first instinct in a new role is to map the funnel, instrument everything, and ship fixes in week one, we need to talk.

1️⃣ Build the foundations: structure, culture, vision

• The team exists but it's early. Your job is to design what comes next: what does the org look like at 5 people, at 15, at 50? In-house, outsourced, hybrid? You make the call, you own the tradeoffs.
• Hire, coach, and develop a high-performing squad. Set the bar impossibly high on speed, empathy, and ownership, then give people the tools and autonomy to clear it.
• Define what world-class support looks like at Zefir. Not a copy-paste from your last company, a vision built for a marketplace that moves at startup speed with real-estate complexity.

2️⃣ Kill response times, own customer satisfaction

• Current response times? Too slow. Your mandate is to slash them, through tooling, self-service, automation, and ruthless process redesign.
• Own CSAT as a north star. Sellers and agents must feel informed, confident, and taken care of at every single touchpoint. No exceptions.
• Spot churn risks before they become churn. Build the early warning systems, the escalation paths, the recovery playbooks, all of it.

3️⃣ Supercharge the feedback loop: partner with Product, Sales & Ops

• Support isn't a cost center. It's an intelligence center. Every ticket is a signal. Build the system that turns customer pain into product roadmap, sales enablement, and operational improvements.
• Drive cross-functional projects: automation, AI-powered triage, process redesign, you don't wait for permission, you ship and prove impact.
• Build the dashboards the team actually needs: resolution time, CSAT trends, ticket drivers, team performance, all in one place, real-time, no guessing.

• Have 5+ years in operations, including 2+ years building and managing teams, ideally in a marketplace or high-growth tech company where nothing was handed to you and everything had to be built.
• Are obsessively customer-centric. You've lived in ops but you think like someone who owns the customer experience. You build processes that are efficient and that customers love.
• Obsessed with impact, not activity. You measure yourself by CSAT moved, response times crushed, and churn prevented, not tickets closed.
• Deeply analytical and fluent in data. You don't wait for someone to pull the numbers, you diagnose problems with metrics, make decisions with data, and measure everything.
• Get genuinely excited by tooling and automation. Whether it's Intercom, Zendesk, chatbots, or custom workflows, you've seen what the right stack can do and you want to build it.
• See ambiguity as an invitation, not a blocker. You've built functions from scratch in fast-paced, messy environments and you loved every minute of it.
• Know how to align stakeholders and drive cross-functional projects without needing authority. You lead through clarity, speed, and trust.
• Thrive in environments where ownership is real, no one tells you what to do next, and that's exactly how you like it.