Product Operations

Company & Team

MadKudu is the one-stop shop for B2B Saas companies who want to optimize their Revenue automation game. Madkudu translates buyer signals (1st & 3rd party data) into automated actions to generate more pipeline.

We are a tech startup based in San Francisco, CA. We raised $30m from some of the best VCs in the world (Felicis, BGV, Alven), have revenue, and amazing customers (Figma, MongoDB, Unity, etc.).

The (post-production) Product Operations team’s goal is to make the experience of using Madkudu amazing for our customers. This entails enhancing the support function, evangelizing new features and fostering adoption or implementing automation to improve efficiency and customer satisfaction after product launch.

We’re growing our team with this support-focused role as we’re getting ready to scale. The role will report to our Product Operations lead who’s directly under the co-founder and CPO.

The position can be fully remote as long as it’s based in France. We have a strong preference for Paris as it makes it easier to onboard the candidate and pair-work on specific topics.

Why this mission is very important

MadKudu has experienced strong organic growth with a small team. This was achieved through attention to detail in every engagement with prospects, customers, investors and employees.

As we are preparing to hit hyper-growth, more customers will be looking to expand their use of MadKudu and evangelize the platform internally. We are working hard to make the product self-sufficient and allow customers to find most of the answers they might be looking for directly through client-facing applets.

In the meantime, it is crucial we help them find the answers they need to maintain trust in the system. Understanding what customers are truly looking for and helping them with answers will only make MadKudu stickier and keep our competitive edge in the martech space.

What success looks like

Success is twofold:

1. Provide amazing support experience for our customers. Customers rave about our level of support because we don't simply answer whatever question they ask. You deeply understand them and are able to help them in ways that go beyond what they were looking for.
2. You've built internal tools to get answers faster, facilitate investigative work and proactively identify issues. This means our team stays lean.

Responsibilities

• Customer Support & Monitoring
  • Every day, you review tickets in our support platform (Zendesk) & messages in Slack (VIP customers) to ensure requests are
    • acknowledged within the expected SLA
    • updated regularly to keep the customers informed
    • escalated or re-routed when appropriate
  • Every day, you review our monitoring alerts (Datadog) to ensure all processes are up and running. You isolate false positives and file tickets for any failed process that might impact our customers
  • You proactively propose quick syncs with Eng team (internal) and customer team to ensure best resolution of issues.
• Incident communication management:
  • During platform incidents, you will provide communications to ensure clear and timely updates to Client Success teams and internal/external stakeholders
• Continuous process improvement:
  • KILL ISSUE: Understand product roadmap, Identify what needs to be fixed by product and help prioritize fixes
  • AUTOMATE: If it’s not a product fix and it does happen frequently, help automate this issue resolution so that it doesn’t need to be manuel next time (no-code platforms like Zapier, AI agent with help of our ML team, etc.)
  • DOCUMENT: If it cannot be automated yet, document it in Notion so that next time it can be solved 2x faster. Never do something manual twice without documenting.
• MadKudu Expertise:
  • You know our product inside out and help other kudus achieve what they need with the platform

Skills that will help crush it in this position

We're looking for candidates with strong growth potential and a proactive mindset. While certain skills are essential, we value the capacity to learn and adapt as much as existing hard skills

Required

• Ownership: You follow through on commitments, communicate clearly, and seek help or realignment when needed to keep projects on track.
• Outstanding interpersonal and communication skills: essential for collaborating with customers and cross-functional teams, ensuring clarity and alignment across all interactions.
• Analytical: You can reproduce issues systematically, structure thorough investigations, and identify root causes effectively. Basic experience with SQL or Python is required to succeed in this role
• Organized: You excel in prioritizing tasks and managing workload in a fast-paced environment without compromising work/life balance. You always document what you’ve done for others in a clear fashion
• Energetic team player: You’re committed to helping others and making meaningful contributions that uplift the whole team. Your goal is to bring more value and energy to each interaction than you take.
• Innovation & Problem Solving: You're naturally curious, driven to uncover root causes, and comfortable challenging the status quo by proposing and implementing improvements.

Desired

• Startup mindset
  • Ability to iterate very fast through the cycle of (1) formulate clear hypotheses (2) create a first version of the solution (3) learn and iterate. In other words, the opposite approach of rocket launching.
  • Comfortable with blurred lines and switching targets
• Demonstrable experience with automation: Experience with Automation: Whether it’s using Zapier, Make, coding automation tools, or employing generative AI in systematic ways, you’re skilled at creating efficiency through technology.
• Some background in Sales Ops or Marketing Ops
• Strong attention to detail
• Technical Skills for Investigation: Experience with SQL and/or Python, and a foundational understanding of machine learning principles, to help you explore and resolve complex configuration questions

Why You Should Apply

• Work with the best tool stack and for a company that is at the forefront of using AI for its internal operations.
• Highly cross-functional role, interacting daily with Customer Success, Engineering and Product teams
• If you like complexity: Opportunity to dive deep into complex product-related issues
• Opportunity to experiment & automate: this is a great role if you wish to implement your projects. Ex: develop a prioritization workflow that reduces urgent ticket handling time by XX%
• Hands-on manager, availability for your personal growth
• Close exposure to founders
• Join a company before hyper growth stage, while having reduced risk (post revenue)
• Growth opportunity: we’re looking for someone who can grow into a more generalistic Ops role within a year. As Madkudu is moving fast and depending on appetite opportunities may arise in other teams too.
• Compensation:
  • On-market compensation
  • Generous equity packages complement your base salary
• Our unique values:
  • Honey Badger: Be madly resilient
  • Life Learner: Always learn & grow
  • Authenticity: Be authentic to yourself and others
  • Customer Centricity: Be obsessed with customer-value/ serving people

Interview process

• Interview with Recruiter Ruben Hernandez – 30 minutes
• Interview with Hiring Manager Matthieu Courtin – 45 minutes
• Work Sample (asynchronous) – 5 business days to complete
• Work Sample Review – 45 minutes
• Values Interview – 45 minutes
• Interview with CPO & Co-Founder Francis Brero – 30 minutes
• Reference Check
• Offer

If you feel like you don’t have all the necessary skills yet but that this is where you want to be in your next position and you feel up to the challenge, please apply!