Customer Operations Manager

🕒 June 2

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Turpal

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2021

☁️ SaaS

🤝 B2B

🏪 Marketplace

💰 $252k Pre Seed Round - Turpal on 2023-06

SaaS • B2B • Marketplace

Turpal is a cloud-based SaaS platform that helps travel businesses sell tours, activities and attractions. It provides a web builder, product & inventory management, AI-driven smart recommendations, marketing services and integrations for travel agencies, DMCs, experience suppliers and accommodation providers to increase direct bookings and automate operations.

📋 Description

• Own the end-to-end customer lifecycle at Turpal, from onboarding and implementation through ongoing support, retention, and expansion • Lead and develop a small team of Customer Operations Specialists while staying hands-on with strategic accounts and complex implementations • Own the onboarding and implementation framework, ensuring fast and smooth go-lives for new B2B customers • Define and continuously improve the playbook from contract signing to go-live • Own the post-implementation support experience, setting and meeting response and resolution standards • Act as the escalation point for complex or sensitive customer issues • Identify and drive up-sell and cross-sell opportunities in partnership with Sales • Serve as the voice of the customer to Product and Engineering, prioritizing feedback that drives roadmap impact • Define and track the metrics that matter: onboarding time, adoption, satisfaction, retention, and expansion

🎯 Requirements

• Fluent in English and Arabic (required) • 7+ years in customer-facing roles in tech products/services, including B2B SaaS • 3+ years leading or coaching a customer-facing team (customer success, onboarding, support, or implementation) • Proven track record owning customer outcomes across onboarding, support, and retention/expansion • Experience working in a remote-first setup • Bachelor's Degree • Strong communication skills, capable of simplifying complex information for varied audiences • Excellent problem-solving, prioritization, and stakeholder-management abilities • Hands-on fluency with operations systems (CRM, ticketing, onboarding tools) • Nice to have: exposure to the travel industry • Nice to have: experience in an early-stage or scaling startup

🏖️ Benefits

• Flexible work arrangements • Professional development opportunities