Customer Operations Lead

Role overview

This position sits within the Product department and reports directly to the Chief Product Officer. Based in Doha, the role is focused on building the operational backbone of the customer journey for a fast-moving SaaS start-up. The person in this role will shape how customers are onboarded, delivered to, billed, and supported, with an emphasis on simplicity, repeatability, and scale.

The role calls for someone who can combine lean thinking, agile execution, and low-code/no-code tools to create efficient workflows that support growth and improve the customer experience. It operates at the intersection of Product, Commercial, and Finance, ensuring that internal processes help the business move faster while keeping service quality high.

Responsibilities

• Design and continuously refine the full customer lifecycle, including onboarding, delivery, billing, and support, using a lean approach.
• Build and improve daily operating processes with agile methods and low-code/no-code platforms such as Jira Service Desk and Zoho to increase speed and automation.
• Create simple operating frameworks and documentation so the team can deliver a consistent, high-quality B2B customer experience.
• Develop dashboards and reporting for customer operations KPIs, ensuring key metrics are monitored and actioned quickly.
• Serve as the main operations contact and coordinate smoothly with Product, Commercial, and Finance teams to maintain alignment as the business grows.
• Collect feedback from customers and internal teams, then translate those insights into practical process enhancements.
• Prepare systems and workflows for scale by identifying bottlenecks, simplifying processes, and automating wherever possible.
• Track operational performance against customer operations metrics such as response time, billing accuracy, CSAT, NPS, onboarding speed, process improvement impact, automation gains, and scalability readiness.

Requirements

• A degree in Engineering or Business Administration.
• Certification in Agile, Lean, or Process Design is considered an advantage.
• At least 5 years of experience leading customer operations in SaaS start-ups or telco spin-offs, preferably in B2B settings.
• Demonstrated ability to build and improve core customer processes from the ground up in fast-paced, resource-constrained environments.
• Practical experience with low-code platforms and automation tools, with a focus on simplicity and speed.
• Background working across Product, Finance, and Commercial functions.
• Strong process design, documentation, and optimization capability.
• Analytical mindset with the ability to use data for decisions and improvements.
• Familiarity with business process management tools and low-code CRM configuration.
• Comfort with agile working styles, experimentation, and change.
• Excellent communication skills and the ability to keep different teams aligned.
• Interest in digital tools, automation, and productivity improvement.
• Strong commitment to customer experience and operational excellence.

Perks

• Opportunity to shape the future of AI for sustainability and contribute to impact at a global level.
• Chance to work with a passionate, mission-led team in a technology-driven environment.
• Role in building an organization designed to solve major real-world challenges through innovation.

Additional information

Applicants who are not citizens of the country where the vacancy is located may need to meet the immigration requirements necessary to work legally in that country.

Why this role stands out

This is a chance to build and scale customer operations from the ground up while influencing how a growing organization serves its customers. The role blends process design, automation, and cross-functional collaboration with a strong focus on efficiency, customer satisfaction, and readiness for future growth.