Customer Operations Director

Somewhere

  • South Africa
  • Permanent
  • Full-time
  • 22 days ago
Position : Customer Operations DirectorWork Hours (Client) : 8:00 AM – 5:00 PM CST | 3:00 PM – 12:00 AM SAST, Monday – FridayPay Range : $1500 - $2000 USD/month (varies based on skill set and experience level)Location of Search : South AfricaWork Location : REMOTECompany/Client Overview:We’re a high-velocity marketing partner for dental practices across North America. In two years we’ve tripled revenue, added & retained distributed clients, and have built a reputation for going the extra mile to deliver outcomes & experiences for our clients, all at startup speed. We’re now scaling our Ops backbone—if you love building processes, owning client relationships, and stretching yourself in a growth environment, this is your seat at the table.Duties and Responsibilities:What You’ll Own1 │ Client Onboarding
  • Run kickoff calls, capture assets, and guide practices through our intake playbook.
  • Build and track onboarding tickets in Monday.com; keep timelines on course until launch.
  • Deliver a clear recap email + milestone roadmap for every new client. In short, ensure our customers never have to worry about what is happening with their service.
2 │ Content Management & QA
  • Manage the calendar for service-page builds, blog articles, and Google Business Profile posts in coordination with Ops Manager.
  • Coordinate with Web-Dev to ensure each page meets our spec (5-paragraph content, image/text balance, FAQ block, CTA modules).
  • Proof, scrub for SEO best practices, and publish—zero placeholder copy goes live.
3 │ Client Performance & Communication
  • Monitor production, new-patient counts, and lead flow; turn raw data into simple insights.
  • Send proactive mid-month updates and deliver polish in all client touch points.
  • Flag trends and partner with Ad-Ops or Web-Dev to keep clients two steps ahead of any potential issues.
4 │ Process Improvement
  • Document and refine workflows in Figma + Notion so the team scales without friction.
  • Spot gaps, automate repetitive steps, and introduce lightweight reporting—then iterate.
Minimum Requirements:Language requirement: Excellent English Communication SkillsEducation: Bachelor's Degree (ideally)Experience: 3+ years of related experienceMust-Have Background
  • 3+ years in a client-facing operations, account management, or project-management role (agency, SaaS, or tech-enabled service).
  • Proven experience running onboarding and content calendars end-to-end.
  • Fluency with HubSpot (or similar CRM), Google Workspace, and a ticketing/Kanban tool.
  • AI Familiarity
  • Excellent written and spoken English with a confident, professional tone.
  • Comfortable working 3 PM – 12 AM SAST.
Bonus Points
  • Healthcare or dental-industry exposure.
  • Familiarity with Webflow CMS, Looker Studio, or Zapier automations.
  • Prior ownership of SEO content or reporting.
You’ll Thrive Here If You…
  • Own outcomes without waiting for permission.
  • Translate data into plain English — clients understand exactly how we’re driving growth.
  • Love hyper-growth settings where yesterday’s process becomes today’s baseline.
  • Communicate crisply in Slack, Zoom, and email; time-zones are a superpower, not a hurdle.
  • Think in systems and feel at home inside Kanban boards, SOP docs, and KPI dashboards.

Somewhere