Customer Operations Lead

About the Job

We are looking for an experienced and execution-oriented Customer Operations Lead to oversee our technical client operations, incident management, and onboarding workflows. In this role, you will act as the operational bridge between our clients and engineering resources. You will directly manage a team of 4 technical specialists (2 dedicated to technical support/maintenance and 2 dedicated to client onboarding), coordinate incident resolution, prioritize client-driven development tasks, and maintain full visibility on performance through weekly executive reporting.

You must be based in Chile.

Responsibilities

Technical Support & Incident Management

• Supervise daily technical support operations, ensuring SLA adherence and rapid issue triage.
• Lead the end-to-end incident management process for critical outages and blockers: coordinate rapid diagnostics, lead Root Cause Analysis (RCA), manage client communications, and ensure timely resolution.
• Analyze recurring issues and failure patterns to drive preventive fixes and system improvements.

Technical Team Management (4 Direct Reports)

• Operationally lead, prioritize, and balance the workload across 4 technical team members:
• 2 resources focused on technical support, bug fixing, and maintenance.
• 2 resources focused on technical onboarding, environment configuration, and client setup.

Technical Client Onboarding

• Own and oversee the full technical onboarding lifecycle for new clients (API integrations, data migration, environment provisioning, technical validation, and go-live).
• Build and standardize playbooks, technical checklists, and documentation to accelerate time-to-value and ensure smooth handoffs.

Client Relationship & Development Prioritization

• Serve as the main operational liaison for client technical requests, custom enhancements, and feature feedback.
• Translate business and operational requirements into clear, actionable technical tasks (user stories, acceptance criteria, and technical scopes) for development teams.
• Assess technical complexity and business impact to prioritize tasks within the bug-fixing and development backlogs.

Weekly Reporting & Operational Metrics

• Compile and deliver weekly reports on client technical performance (ticket volume, first response and resolution times, onboarding progress milestones, incident metrics, and development backlog status).
• Define and track core operational KPIs: CSAT, MTTR (Mean Time to Resolution), SLA compliance rates, and Onboarding Cycle Time.

Must-Have Requirements

• 3–5+ years of experience in Customer Operations, Technical Support Management, Technical Account Management, or Service Delivery within a B2B SaaS or software development environment.
• Proven experience managing or coordinating technical teams (developers, support engineers, or implementation specialists).
• Strong technical acumen: solid understanding of software architectures, REST APIs, databases, and system logs to perform initial triage and communicate effectively with engineers.
• Proficiency with modern ticketing systems (e.g., Zendesk, Jira Service Management) and backlog management tools (e.g., Jira, ClickUp, Linear).
• Data-driven mindset with strong analytical and reporting capabilities.
• Proficiency in Spanish and English
• Outstanding communication, stakeholder management, and conflict-resolution skills in high-stakes or incident scenarios.

Benefits

• Fully remote
• Competitive Package
• Performance bonus yearly
• Salary review yearly
• Learning budget

How to apply

Send your CV (PDF) and a short cover note – to careers@blokotech.com, mentioning the role in the subject line. Blokotech is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.