Customer Succes Operations Representative

Customer Success Operations Representative (CS Ops Rep 2)

The Customer Success Operations Representative (CS Ops Rep 2) is the operational backbone of the Inspired Flight Customer Success organization. This role owns the systems, data, and programs that make the entire CS team measurable, efficient, and scalable.

The CS Ops Representative manages end-to-end ticket operations including queue hygiene, SLA monitoring, and escalation routing, while also owning all three fleet programs (Rental, Loaner, and Internal CS Fleet), Voice of Customer survey deployment and reporting, and the RMA customer communication process from intake to unit return. This role also generates the support content — KB articles, macros, and SOPs.

Typical responsibilities:

• Own ticket queue hygiene and taxonomy enforcement across HubSpot and ClickUp, ensuring all required fields are populated and SLA clocks are running accurately
• Monitor SLA performance by IC tier (Elite, Pro, Starter, Foundation), trigger breach alerts to the CS Manager, and maintain age-by-last-customer-reply dashboards
• Maintain and improve escalation routing rules; run weekly stale-ticket reviews flagging tickets without movement
• Generate KB articles, macros, and SOPs from recurring ticket trends; maintain the CS content library to reduce repeat ticket volume
• Own all three fleet programs — Rental Fleet, Loaner Fleet, and Internal CS Fleet — including intake, agreements, tracking, QC, and utilization reporting
• Own RMA process from the CS side: initiate and tag RMAs, coordinate directly with the Operations RMA Lead, send proactive customer status updates throughout the repair, and close the RMA on unit return
• Deploy and monitor HubSpot VoC surveys (post-ticket CSAT, post-RMA CSAT, post-training CSAT, quarterly NPS, IC renewal survey) and deliver monthly VoC reports to the CS Manager
• Maintain IC tier reporting, renewal trigger dashboards, and IC utilization reports delivered quarterly to CS3 reps
• Drive tool stack improvements — automate nudges, queue views, and aging alerts — and document every workflow owned in a written, versioned SOP
• Partner cross-functionally with the Operations RMA Lead, logistics, accounting, and CS leadership on data handoffs and process improvements

You'll excel in this role if you have:

• Proficiency with HubSpot — ticket pipelines, properties, workflows, survey tools, and reporting dashboards
• Experience with ClickUp or a comparable project and task management platform
• Strong process documentation skills — you write SOPs for everything you own, keep them versioned, and store them where the team can find them
• Data reporting ability — you build dashboards and reports that managers actually use: accurate, timely, and actionable
• Working knowledge of SLA design — you understand how service level agreements function and how to build tooling that monitors and enforces them
• Clear writing skills for content generation — KB articles, macros, and SOPs that reduce ticket volume because they're specific and scannable
• Experience coordinating physical asset logistics — tracking agreements, QC, and utilization across multiple concurrent programs
• High attention to data quality — you catch bad data before it reaches a dashboard, you flag it, you fix it, and you prevent it next time
• Ability to work cross-functionally with RMA, logistics, and accounting teams with clear, consistent communication
• UAV / drone industry experience is a plus, but not required — intellectual curiosity and a willingness to learn the product are what matter

Education/Experience Requirements:

Bachelor's degree from a four-year college or university; or at least two years of related experience in operations, customer success, or support; or equivalent combination of education and experience.

Benefits Offered:

• Paid Time Off, plus Sick Time & Holidays
• World Class Health, Dental, Vision Insurance Plan
• 401k w/ 6% company match
• Equity Stock Options
• Quarterly Team Bonus Plan

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee may need to sit and stand for long periods; talk, hear, and use hands and fingers to operate a computer and telephone.

Equal Opportunity Employer

Inspired Flight is deeply committed to building a workplace where inclusion is not only valued, but prioritized. We pride ourselves on being an equal opportunity employer that seeks to create a welcoming and diverse environment. All applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, or expression, family status, marital status, sexual orientation, national origin, genetics, neurodiversity, age, or veteran status, or any other non-merit based or legally protected grounds.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.