Customer Success Operations Coordinator

STATUS: Full time W2

COMPENSATION: $50,000 to $60,000/year (based on experience) + bonus potential

BENEFITS: Health, personal life insurance, 401K with employer matching, generous holiday allowance, financial planning services

LOCATION: Remote; 9AM to 6PM ET; available to travel 2 to 3 times per year

REPORTING TO: Operations Manager

DEPARTMENTS YOU SUPPORT: Client Success, Customer Service, and fulfillment, plus general

operations, client events, and philanthropy support

About the Role

We're hiring a CS & Ops Coordinator to be Operations' person inside Client Success, Customer Service, and fulfillment.

You'll sit in those teams' meetings, handle what comes up on the spot, and bring back to Ops what needs the wider team. You'll own the requests from those departments from intake through close, coordinate our client events, support our Director of Philanthropy and the MM Foundation, and take general operations work off our senior specialists so they can stay on the back end. You'll also be direct support to our HubSpot Systems & Enablement Lead and our Systems & Automation Specialist, taking work off their plates so they can stay focused on what they build. You'll own your projects in ClickUp, with them as collaborators.

This role combines operations administration with hands-on systems work inside HubSpot, our

automation tools, and AI. AI is core to how this team works. We use it every day to do real work, not only to draft text. We expect the same from you.

The Shape of the Week

This is high volume and hands-on. Your week is anchored by Client Success, Customer Service, and fulfillment meetings, and requests come in continuously around them, through our Ops Request Form, Slack, and meetings, with no set pattern. They bunch around program starts, renewals, and client events.

Most items take under an hour. Many have a client waiting on the other side. Alongside the inbound flow, you'll work down a standing backlog and coordinate a handful of longer-running cross-team projects.

The work rewards someone who can hold ten open threads at once without dropping any of them, and who takes real satisfaction in a clean queue.

This is not a systems design role. Our CRM architecture, automation builds, reporting infrastructure, and recurring program operations are owned by other people on this team. You'll work inside all of those systems every day. You won't be the person deciding how they're built.

What You'll Do

Be Ops inside Client Success, Customer Service, and fulfillment

• Sit in those teams' meetings. Handle what you can on the spot, and bring the rest back to Ops with the context already gathered
• Make sure Ops knows about anything your departments plan to build or change, before it's built
• Own your projects in ClickUp, with the HubSpot Systems & Enablement Lead and the Systems & Automation Specialist as collaborators

Own your departments' requests

• Triage every inbound request from your departments, and general operations requests, in ClickUp: confirm scope, set priority, assign the right owner, and route within one business day
• Handle the requests that sit at your level, which is most of them
• Close the loop with the requester. When someone could have done it themselves, walk them through it and point them to the SOP so they don't need to ask twice
• Escalate the requests that need senior technical judgment, with the context and detail already gathered
• Work down the standing backlog of open help requests and stalled project tasks for your departments. Close what's finished, chase what's stuck, surface what needs a decision
• Keep statuses, owners, and due dates current so the board reflects reality
• Flag repeat request patterns to the Operations team so the underlying cause can be fixed at the right level

Support the Client Success team

• Keep tax intake forms routed correctly between CSAs, advisors, and the tax team
• Manage the admin on client escalations: route each one to the right owner and ensure they close
• Run the back end/admin side of the cancellation, refund, and pause form: SOPs, response snippets, and a clean queue
• Create and edit forms for Client Success
• Keep CS data clean: active-client status, program and renewal dates, and advisor assignments
• Confirm new clients arrive from Sales with complete deal data, and flag gaps back to the Sales & Marketing Ops Coordinator
• Triage tickets from CS, advisors, and the client portal, and follow each one through with the right owner or vendor

Keep client access and records right

• Access and provisioning across the tech stack: new team member account creation during onboarding, permission changes by role, client portal and community access, Circle access tiers by client type, credit top-ups, and access removal at offboarding
• Record corrections: names, emails, phone numbers, subscription status, portal details
• Meeting links and booking: create new links, correct routing and round robins, and resolve booking issues for clients and advisors
• Lists and segments for client communications: build them in HubSpot from defined criteria, import contact lists provided by other teams, and export to the formats teams need

Run client events, philanthropy support, and cross-team coordination

• Coordinate operations for client events such as regional meetups and community sessions
• Be the day-to-day operations partner for our Director of Philanthropy and the MM Foundation
• Run point on cross-functional projects that involve Client Success, Customer Service, and fulfillment. Scope, route, and track the work
• Own company calendar updates

Support HubSpot and the tech stack

• Support the contact and deal hygiene work led by the HubSpot Systems & Enablement Lead: deduplication, field cleanup, tagging HubSpot calendar automation and scheduling support
• Editing and connecting forms to HubSpot and the client portal, and troubleshooting when they break
• Aloware credit top-ups when the team needs to send bulk messages
• Reconnect broken Zaps against the runbook, and escalate anything that needs a rebuild
• Run first-pass diagnosis on anything broken: reproduce it, gather the detail, check the SOP, then escalate with a clear write-up
• Contribute to sprint project work as a supporting owner alongside a senior lead

Keep Ops running for the company

• Keep ClickUp organized company-wide, with regular quality checks on structure, statuses, and naming
• Organize the SOP library (company-wide, by department, and for Ops) alongside the HubSpot Systems & Enablement Lead
• Manage the operations department systems inbox, and password and passcode access
• QA Zapier naming and indexing so every Zap follows our naming convention
• Keep the tool and expense tracker current
• Maintain the employee hub
• Take on small builds for leadership and the team, such as a board Typeform or a company email signature rollout

Keep documentation and reporting running

• Run the monthly scorecard refresh for Client Success and Customer Service, pulling the data and updating the views department heads review
• Create and maintain the SOPs for the processes you own, so team members can self-serve correctly
• Contribute improvements back when you spot friction in a workflow you run

You're Perfect for This Role If...

• You like being the person a team leans on. When CSAs and advisors are stuck, you get them unstuck, and they learn something along the way.
• You're precise with records. You'd rather check a program end date twice than send a client the wrong one.
• You're patient with people who aren't technical. When you fix something for someone, they leave knowing how to handle it themselves next time.
• You know where every escalation should sit. You ensure tickets and escalations are being routed to the right owner and close the loop with the team if things are delayed.
• You like things organized for everyone else: the ClickUp board, the SOP library, the tech stack library, the access list.
• You work well inside someone else's system. You follow the naming convention, the template, and the SOP you didn't write, and you improve them from the inside rather than rebuilding them.
• You can hold high volume without dropping threads, and you chase what's stuck until it moves.
• You take ownership when things break. You fix it, document it, and make sure it doesn't break the same way twice.
• AI is how you work. You use it every day, beyond chat, to speed up the repeatable parts of your work.
• You care deeply about doing work with excellence and integrity, and you're excited to contribute to Melanin Money's mission to close the wealth gap.

This Role Is Likely Not the Right Fit If...

• You'd rather run launches, campaigns, and sales operations than support the team that serves our clients. If that's you, look at our Sales & Marketing Ops Coordinator role.
• You'd rather work directly with clients than support the team that serves them. Client Success owns the client relationship. This role owns what makes it run.
• You want to spend most of your week designing systems, architecting a CRM, or building automations. That work is owned elsewhere on this team.
• You're looking for an admin role. This one combines general operations with hands-on technical work.
• You'd rather redesign a process than run the current one well while flagging what's broken.

What We're Looking For

Required

• Heavy daily AI use, beyond chat, with tools such as Claude Cowork or Claude Code. At minimum, you know what's possible, such as what HubSpot's Breeze can do.
• At least one year of hands-on HubSpot Professional or Enterprise experience on the service and CRM side: tickets, contact and company records, associations, and custom records. Tell us which hubs you've used.
• Proof of HubSpot depth: filtering and views across contacts, tickets, and custom records, plus a data cleanup project. Updating contact properties alone doesn't count. No coding expected.
• 2 to 4 years in client success operations, customer support operations, business operations, program coordination, or executive support. Experienced, not entry-level.
• Hands-on access management: provisioning and removing access across several tools, by role
• A recurring process or request queue you owned end to end for at least a year, that you can walk us through in detail: what you ran, what broke, what you changed
• Demonstrated patience and clarity with non-technical teammates, including in writing
• Track record of executing inside an existing structure. You can follow a naming convention, a template, and an SOP you didn't write.
• Clear written communication. You can update a ticket, a Slack channel, and a stakeholder without being asked twice, and explain the why behind a process.
• Comfortable working independently in a remote, async environment

Nice to have

• Experience running a help desk, ticket queue, or shared request inbox
• Experience in a coaching, education, membership, or community-driven business
• Experience with community or member platforms such as Circle or Skool
• Experience supporting client events or cohort-based programs
• HubSpot Service Hub Software or HubSpot Reporting certification

Tools You'll Use

Listed in order of how much you'll use them.

• Daily: HubSpot (Service and CRM records), ClickUp, Slack, Google Workspace, Circle, Claude, ChatGPT
• Regularly: Skool, Gorgias, SendBlue, Aloware, PandaDoc, Typeform, Supered.io, Zoom, Loom, Zapier (working within existing Zaps rather than building new ones)
• Occasionally: Stripe, Spiffy, Wealth.com, RightCapital, Read.ai, Canva

Nobody knows all of these on day one.