Head of Customer Success & Operations

About the Role

Given the nature of Socialware's platform, which operates within the creator economy, the ideal candidate must be genuinely comfortable working in this context. The role is full-time and long-term, indicating the company's commitment to finding the right person to join their team. As a remote-first company, Socialware offers a unique opportunity for a professional looking to utilize their digital skills and experience in a flexible, async-first environment.

What You Will Do

• Own the full customer onboarding process from signup to first revenue, ensuring a smooth transition for new customers.
• Act as the primary point of contact for customers during the setup and early usage phases, providing exceptional support and guidance.
• Coordinate with the product and engineering teams on matters related to KYC, payments, payouts, and go-live issues to resolve any bottlenecks.
• Proactively follow up on stalled processes to prevent delays and ensure timely resolution of customer issues.
• Develop and implement repeatable onboarding playbooks to enhance efficiency and customer experience.
• Communicate product updates and new features to existing customers, ensuring they are aware of and can leverage the latest developments.
• Set up and manage customer communication channels, including product updates, announcements, and helpful tips.
• Oversee the company's marketing presence across the website, social media, email, and content to maintain a consistent and engaging brand image.
• Build and execute strategies for repeatable acquisition channels, such as affiliates, content marketing, outbound efforts, events, and partnerships to drive growth.
• Manage vendor and partner relationships as necessary, ensuring alignment with company goals and objectives.
• Identify operational gaps and develop processes to address them before they become significant issues.

What We Are Looking For

• A minimum of 2 years of experience in operations, customer success, account management, or a generalist role within a startup or fast-paced online industry.
• Proven experience in onboarding clients or customers onto a product or platform, with a deep understanding of the process and common challenges.
• Experience working in the SaaS, startup, or a fast-moving online industry such as the creator economy, crypto, web3, e-commerce, or gaming, with an understanding of the pace and dynamics involved.
• Fluency in written and verbal English, with excellent communication skills for interacting with customers, partners, and stakeholders.
• The ability to make decisions and act without waiting for permission, demonstrating a high level of autonomy and initiative.
• Strong organizational skills to track multiple customers, workstreams, and deadlines without compromising on quality or timeliness.
• Familiarity with modern tools and software such as Slack, ClickUp, and Telegram, with the ability to quickly adapt to new technologies.

Nice to Have

• Experience working within the adult industry, OnlyFans/OFM, crypto, gambling, or a similar sector, which could provide valuable insights and expertise.
• Marketing experience, including email campaigns, social media management, and website management, to contribute to the company's outreach efforts.
• Management experience or experience running your own project or business, which could be beneficial in leadership and strategic decision-making.

Benefits and Perks

• A full-time, long-term role with a competitive compensation package, including a performance-based component tied to revenue growth.
• The opportunity to work with a profitable company that has been stable for over 5 years, offering a secure and growth-oriented environment.
• A remote-first, async-first culture that values flexibility and autonomy, allowing you to work from anywhere in the world.
• Direct access to the CEO and a clear path to a leadership position as the company continues to scale and grow.
• Visibility into every part of the business from day one, providing a comprehensive understanding of the company's operations and goals.

• Highlight transferable skills: Even if you don't have direct experience in the creator economy, emphasize any relevant skills you have in customer success, operations, or marketing that could be applied to this role.
• Showcase your problem-solving abilities: Given the fast-paced nature of the industry, the ability to think critically and resolve issues quickly is crucial. Prepare examples of times when you've successfully addressed complex problems.
• Demonstrate your comfort with the industry: Socialware operates in the creator economy, which includes adult content. It's essential to show that you're genuinely comfortable working in this context and understand the nuances involved.
• Prepare to discuss your experience with remote work tools: Familiarity with modern software and tools is a plus. Be ready to talk about your experience with similar technologies and how you've used them to enhance productivity and communication.
• Develop a clear understanding of the company's goals and vision: Before the interview, research Socialware's mission, values, and current projects. This will help you tailor your application and show your enthusiasm for the company's objectives.
• Be ready to provide examples of your marketing and customer success strategies: Think about times when you've developed and executed successful marketing campaigns or improved customer satisfaction. Prepare to discuss these experiences and how they could be applied to this role.
• Negotiate based on value, not just salary: Given the performance-based compensation component, be prepared to discuss how your skills and experience can drive revenue growth and what that's worth to the company.