We are representing a venture-backed SaaS start up company built specifically for high-volume e-commerce brands to find a Customer Operations manager to join their team!

When online orders get delayed or lost, traditional helpdesks and tracking tools only react after a customer complains. This SaaS platform plugs directly into storefronts, warehouses, shipping carriers, and helpdesks to automatically detect and fix order breaks before the customer ever notices.

With 30+ leading Australian brands already on board and zero churn over 18 months, we are now hiring a founding Customer Operations Manager to take ownership of the client portfolio.

What is the Role?
Think of this as a hands-on Customer Success (CSM) or Customer Experience (CX) Manager role - with a strong focus on e-commerce operations, software workflows, and client relationships.

Once a client finishes onboarding (Day 31 onwards), you take over as their primary long-term operational partner. Your goal is to build solid relationships, help set up automated operational rules inside the software, ensure client teams use the product daily, and make sure they get full value from the platform.

Key Responsibilities:

- Manage Customer Relationships: Serve as the main operational contact for live e-commerce clients, manage user accounts, train their teams, and run regular review sessions.
- Build Operational Workflows: Analyze client processes, design automated rules inside the SaaS platform to streamline their operations, and train client teams on best practices.
- Drive Software Adoption: Track user logins and feature usage via analytics tools (PostHog)



to spot disengaged clients early and deepen software usage.
- Voice of the Customer: Gather client feedback, workflow gaps, and feature requests, delivering prioritized weekly reports directly to Product Leadership.
- Account Handovers: Receive completed accounts cleanly from the technical onboarding team at Day 30 and resolve higher-level operational issues as they arise.

What You WON'T Do:

- No Sales Quotas: You do not handle cold outreach, sales calls, or renewals (commercial conversations are managed by the Sales team).
- No Tier-1 Support: You are not answering basic daily support tickets.

Who We Are Looking For:

- E-Commerce Experience: 3-5+ years working inside an e-commerce brand or at an e-commerce SaaS business (e.g., helpdesks, returns software, shipping/fulfillment tech, OMS, or ERPs).
- Customer Success / CX Background: Proven track record in customer success, account management, or operational workflow design where you have trained teams on new software.
- AI-Fluent: You actively use modern AI tools (like Claude, ChatGPT, or Gemini) in your daily work to draft documentation, analyze data, or build prompts faster.
- Location & Hybrid Schedule: Sydney-based and comfortable with a hybrid pattern (Surry Hills office Mon/Tue/Fri, WFH Wed/Thu).

Package & Perks:

- Base Salary: $120,000 - $160,000 + Super (commensurate with experience).
- Company Equity: Equity option grant under the company ESOP-own a piece of what you build.
- Founding Seat: Work directly alongside company founders without layers of management in between.
- Hybrid work (Office in Surry Hills)
- Permanent, Full Time role with an ASAP start

📌 Customer Operations Manager (Surry Hills)
🏢 Sirius.
📍 Surry Hills