Customer Operations Lead

We’re building the AI infrastructure powering the future of financial operations - starting with automating the most painful and complex workflows in loan servicing.

• Backed by a16z and Y Combinator, with $65M raised in Series A funding.

• 8-figure ARR < 2 years already serving > 20% of the auto lending industry, and processing millions of real customer calls and transactions daily.

• Fully deployed with major financial institutions - not just PoCs.

• We are expanding into new financial services segments!

• In-person office culture in San Francisco, CA.

We're fully integrated with our customers, own the full stack, and are moving fast to bring modern AI into regulated industries where precision, reliability, and performance matter most.

We're scaling from 20 to 50+ enterprise customers. As our first operations hire, you'll build the systems and processes that let us deliver exceptional service at scale.

You'll own workflows, automations, and processes that keep Product, Engineering, and Customer Success aligned as we serve the largest auto lenders in America. Turn one-off firefighting into repeatable systems.

• Triage customer requests across support channels-route to Product, Engineering, or CS with context for rapid resolution

• Build workflows (Slack, Zapier, Make) to automate handoffs, notifications, and status updates

• Document operational playbooks for common scenarios (data questions, bugs, feature requests, compliance)

• Translate customer feedback into structured feature requests with quantified business impact

• Partner with Engineering to build internal tooling that eliminates manual work

• Run weekly cross-functional sync-surface blockers and align teams on priorities

• Build dashboards tracking volume, resolution time, and capacity to spot bottlenecks early

• Create customer-facing documentation, release notes, and launch communications

Must-Haves:

• 2 - 4 years in operations at high-growth B2B tech companies

• Hands-on experience with automation tools (Slack Workflow Builder, Zapier, Make, Retool)

• Exceptional organization - you juggle multiple requests across teams without dropping balls

• Bias for action - you ship scrappy v1 solutions fast

• Clear written communication-you distill technical issues for non-technical audiences

Nice to Have:

• Early operations hire experience building from scratch

• Fintech, lending, or regulated industry background

• Technical fluency-can read API docs and talk with engineers

• Financial services workflow knowledge

• Define how we scale for the next 100 customers as employee #1 in operations

• Shape product roadmap through customer insights

• Work at the intersection of AI and high-stakes loan servicing

• Learn from teams building agentic AI processing millions of calls monthly

• Growth path to operations leadership

At Salient, we’re building at the edge of AI - fast, focused, and with real ownership. Sprints and major launches move quickly, and we look for people who are energized by that pace and ready to collaborate in person 4 days a week in our San Francisco office.

We also offer a benefits package designed to support our full-time employees: medical, dental, and vision coverage, a generous 401(k), and catered lunches.