The ad says“You have hands-on experience with APIs, integrations, automation tools, or low-code/no-code platforms, or you are technically curious and able to learn new systems quickly”
The ad says“You have hands-on experience with APIs, integrations, automation tools, or low-code/no-code platforms, or you are technically curious and able to learn new systems quickly”
The ad says“You have 3–5 years of experience in customer operations, business operations, support operations, technical operations, program management, or a related field”
The ad says“You have 3–5 years of experience in customer operations, business operations, support operations, technical operations, program management, or a related field”
The ad says“You understand customer support operations and how systems, workflows, policies, and frontline behaviors influence the customer experience”
The ad says“You have hands-on experience with APIs, integrations, automation tools, or low-code/no-code platforms, or you are technically curious and able to learn new systems quickly”
The ad says“You have hands-on experience with APIs, integrations, automation tools, or low-code/no-code platforms, or you are technically curious and able to learn new systems quickly”
The ad says“Experience supporting customer service organizations with outsourced or BPO partners”
The ad says“You have 3–5 years of experience in customer operations, business operations, support operations, technical operations, program management, or a related field”
The ad says“You have strong project coordination skills and can manage stakeholders, timelines, requirements, dependencies, testing, and launch activities”
The ad says“You have 3–5 years of experience in customer operations, business operations, support operations, technical operations, program management, or a related field”
The ad says“You have 3–5 years of experience in customer operations, business operations, support operations, technical operations, program management, or a related field”
Values
The ad says“Basic understanding of technical concepts such as REST APIs, JSON, authentication, data flows, or system integrations”
The ad says“Experience working with SQL, business intelligence tools, or operational dashboards”
The ad says“Experience working with customer support platforms, CRM systems, knowledge management tools, chat platforms, or self-service technologies”
The ad says“Experience working with customer support platforms, CRM systems, knowledge management tools, chat platforms, or self-service technologies”
The ad says“Basic understanding of technical concepts such as REST APIs, JSON, authentication, data flows, or system integrations”
The ad says“Experience with Salesforce, Stonly, Zendesk, Intercom, or similar customer support technology”
The ad says“Basic understanding of technical concepts such as REST APIs, JSON, authentication, data flows, or system integrations”
The ad says“Experience working with customer support platforms, CRM systems, knowledge management tools, chat platforms, or self-service technologies”
The ad says“Basic understanding of technical concepts such as REST APIs, JSON, authentication, data flows, or system integrations”
The ad says“Experience with Salesforce, Stonly, Zendesk, Intercom, or similar customer support technology”
The ad says“Experience working with customer support platforms, CRM systems, knowledge management tools, chat platforms, or self-service technologies”
The ad says“Experience working with SQL, business intelligence tools, or operational dashboards”
The ad says“Experience with Salesforce, Stonly, Zendesk, Intercom, or similar customer support technology”
The ad says“Basic understanding of technical concepts such as REST APIs, JSON, authentication, data flows, or system integrations”
The ad says“Experience building workflows using tools such as APIs, webhooks, automation platforms, or low-code/no-code solutions”
The ad says“Experience with Salesforce, Stonly, Zendesk, Intercom, or similar customer support technology”
The Operations Lead, Care is a cross-functional operations generalist responsible for helping improve how Tonal’s Customer Care organization works
This role takes on operational problems that span processes, systems, customer journeys, and teams, and helps turn them into scalable solutions. The Operations Lead will coordinate projects, analyze workflows, identify opportunities for improvement, and build or implement solutions using automation, self-service tools, and other customer support technologies
The role is designed for someone who is equally comfortable understanding an operational problem, working with stakeholders to define a solution, and getting hands-on with the systems and tools required to bring it to life
Rather than owning a single functional area, this person will be leveraged across Care priorities based on business needs, including self-service, automation, customer support tooling, process improvement, launch readiness, content operations, and other operational initiatives
Lead operational workstreams across Customer Care, taking projects from problem definition through implementation, launch, and ongoing improvement
Identify opportunities to simplify processes, reduce manual work, improve customer and advocate experiences, and increase operational efficiency
Build and improve automations and self-service experiences, including forms, guided flows, troubleshooting journeys, chat experiences, and other digital support tools
Work with APIs, integrations, and support platforms to connect systems, surface information, and automate repetitive operational workflows
Translate operational requirements into practical technical or process solutions, partnering with Engineering, Product, IT, vendors, or other teams when deeper technical support is required
Act as a project lead for assigned Care initiatives, coordinating stakeholders, requirements, timelines, dependencies, testing, launch readiness, and follow-up
Support the rollout of new products, policies, tools, and operational programs by assessing Care impact and coordinating required readiness activities
Partner with Care leadership and frontline teams to understand recurring operational challenges and develop scalable solutions
Use customer contact data, operational metrics, workflow performance, and frontline feedback to identify opportunities and measure the impact of changes
Build lightweight tools, dashboards, workflows, or operational solutions when appropriate rather than relying exclusively on manual processes
Support the development and optimization of Tonal’s digital self-service ecosystem, including the public knowledge experience, automated workflows, and customer-facing support journeys
Partner with Content and Enablement owners on initiatives that require changes to customer-facing or internal knowledge, while maintaining clear ownership within those functions
Document new processes and ensure operational changes are clearly communicated, tested, and adopted by affected teams
Identify risks, blockers, and dependencies early and work with stakeholders to drive them toward resolution
Manage multiple concurrent workstreams and adjust priorities based on customer impact, operational needs, and business priorities
Continuously look for opportunities to improve how Care uses technology, automation, data, and processes to operate more effectively
Success in this role means Care is able to solve operational problems faster and with more scalable solutions. Processes become simpler, manual work is reduced, customer and advocate journeys improve, and teams are better able to use technology and automation to support growth
The Operations Lead becomes a flexible resource that Care can deploy against high-priority operational problems rather than being limited to a single functional area
Benefits
We look at the whole picture to give you a competitive salary, top-tier benefits, and lifestyle perks
Working for Tonal includes a top-quality health care package, commuter benefits, support for new parents, and more
Your well-being is important to us. Take time off when you need it with flexible vacation days
Enjoy weekly catered team lunches at our San Francisco headquarters, plus a kitchen full of healthy (and not-so-healthy) snacks
At Tonal we encourage a fun and inclusive atmosphere. We make the time to socialize at office happy hours, team offsites, and special company-wide events
Fitness is our thing. Use Tonal in the office whenever it fits your schedule. Partner workouts are always welcome
From day one you’ll get set up with your own personal laptop, headphones, standing desk, and whatever else you need to do your best work
Treat yourself! When you’re part of Team Tonal you get discounts on everything from Gear Shop apparel to your very own Tonal
Preferred experience
You have 3–5 years of experience in customer operations, business operations, support operations, technical operations, program management, or a related field
You communicate clearly and can translate between operational, technical, and business stakeholders
You have hands-on experience with APIs, integrations, automation tools, or low-code/no-code platforms, or you are technically curious and able to learn new systems quickly
You can take an ambiguous operational problem, break it into manageable components, and drive it toward a practical solution
You know when to solve a problem independently and when broader technical, operational, or leadership alignment is required
You can analyze operational data and customer support trends to identify problems and evaluate whether a solution is working
You understand customer support operations and how systems, workflows, policies, and frontline behaviors influence the customer experience
You are comfortable working across both process and technology and can determine when a problem should be solved through workflow changes, automation, tooling, or a combination of approaches
You can understand technical concepts and work effectively with Engineering or technical teams
You have strong project coordination skills and can manage stakeholders, timelines, requirements, dependencies, testing, and launch activities
You are proactive, resourceful, and comfortable working in an environment where priorities and problems evolve quickly
You have experience independently driving operational projects or workstreams from problem definition through implementation
You are comfortable working with multiple cross-functional teams and balancing competing requirements and priorities
Experience supporting customer service organizations with outsourced or BPO partners
If your experience aligns with what we’re looking for (even if you don’t check every single box), send us your application. We would love to hear from you!
Experience building workflows using tools such as APIs, webhooks, automation platforms, or low-code/no-code solutions
Experience working with customer support platforms, CRM systems, knowledge management tools, chat platforms, or self-service technologies
Experience designing or improving chatbots, guided troubleshooting, customer self-service journeys, forms, or automated support experiences
Experience with Salesforce, Stonly, Zendesk, Intercom, or similar customer support technology
Experience working with SQL, business intelligence tools, or operational dashboards
Experience leading operational readiness for product launches, policy changes, or major business initiatives
Basic understanding of technical concepts such as REST APIs, JSON, authentication, data flows, or system integrations
