Operations Architect | Customer Service

Overview

Akido is seeking a Senior Operations Architect to design and optimize customer service operations. You will build scalable processes, define workflows, and align customer support with product, engineering, and sales teams. You will own service level agreements, implement data-driven improvements, and lead cross-functional initiatives to improve customer outcomes.

Responsibilities

• Map existing customer service and operations processes.
• Design and implement new operating models to scale support as the company grows.
• Identify automation and tooling opportunities (CRM, helpdesk, knowledge base) and lead implementation.
• Define and track SLAs, metrics, and dashboards to measure impact.
• Collaborate with product, engineering, and customer success teams to prioritize improvements.
• Develop documentation and training materials for operational processes.

Qualifications

• Proven experience designing and optimizing operations in a fast-growing company.
• Strong analytical and problem-solving skills; data-driven decision maker.
• Excellent communication and stakeholder management across cross-functional teams.
• Familiarity with CRM systems, helpdesk software, and data visualization tools.

Benefits

• Competitive salary and comprehensive health benefits.
• 401(k) with company match.
• Paid time off and holidays.
• Opportunities for professional growth.

About Akido

Akido focuses on delivering exceptional customer service through scalable operations and innovative processes to support customer success.