Customer Operations Associate

About Outset

Outset is building the better way to do research: AI-powered user interviews. Global brands like Hubspot, Microsoft, Uber and Nestle use Outset to achieve deeper, qualitative insights about their users at unprecedented speed and scale.

The research industry is massive (>$140B and growing) and ripe for disruption. Incumbents are outdated, slow, and burdened by high-cost services. That's our opportunity.

Outset is funded by some of Silicon Valley’s top investors (Y Combinator, Adverb Ventures, 20sales, Matrix Partners, Jack Altman, Ryan Hoover, among others) and is located in the heart of San Francisco’s Financial District. We are a tight-knit team of 10 serving some of the world's largest enterprise customers.

The Product

We’ve created an end-to-end, AI-moderated research platform that conducts deep-dive interviews with participants to understand user experiences, evaluate concepts, and test designs. Our AI synthesizes conversational data, delivering precise, actionable insights.

Our customers complete hundreds of interviews in hours, dramatically accelerating research cycles and enabling unprecedented data scale. Outset leverages proprietary infrastructure built upon leading language and voice AI models.

We are customer-driven at our core.

The People

As a Customer Operations Associate, you’ll work closely with our Customer Success Manager and broader GTM and engineering teams to ensure our customers succeed in their research. You'll become our customers’ go-to partner, helping them navigate the platform, manage research logistics, and unlock the full value of our tools. This is a high-impact role with tons of room for ownership, learning, and growth.

We are an in-person team, typically coming into the office 4+ days per week.

What You’ll Be Doing Here

• Support customer research success by reviewing study content, assisting with participant recruitment, and providing hands-on research support
• Act as a trusted product advisor , responding to questions, troubleshooting issues, and helping customers make the most of our platform
• Collaborate with external partners (e.g., vendors assisting with study participant recruitment) to ensure smooth research execution
• Contribute to product knowledge by building and maintaining help center content and improving internal documentation
• Advocate for our users and inform our product roadmap by sharing customer insights and feedback with the Outset team
• Develop process and systems to optimize our internal workflows , including incorporation of automation and AI
  
  

As an early-stage startup, we expect and welcome your input in shaping this role. You’ll have the opportunity to take initiative, explore new responsibilities, and grow in a direction that aligns with your skills and the company’s evolving needs.

Skills/ Experience Required

• 1-2+ years of experience successfully managing midmarket and/or enterprise customer relationships (e.g., consulting, market research, project management, account management, etc.)
• Excellent communication skills, with experience adapting communication to relevant audiences
• A proactive, problem-solving mindset and a passion for helping customers succeed
• Experience developing strong product expertise and/or technical expertise
• Strong organizational skills and experience managing multiple priorities or workstreams in parallel
• Bonus: experience in consulting, market research, or research (especially social science)