Customer Success & Operations Lead

Customer Success & Operations Specialist

Full-time | Remote flexibility | Shape Exchange

About Us

Shape Exchange is a fast-growing construction-tech startup helping glazing contractors and fabricators turn messy PDFs into structured data for faster, more accurate takeoffs and estimates. Our Tally Service and platform are transforming how projects move from drawings to bids.

The Role

We’re looking for a Customer Success & Operations Specialist who thrives at the intersection of customer engagement, project workflows, and product improvement. You’ll work directly with glazing contractors, fabricators, and other construction pros to ensure they get maximum value from Shape Exchange. You’ll oversee our Tally Service team as they process jobs, help customers interpret results, and identify ways to make the product better.

What You’ll Do

• Serve as a trusted point of contact for customers, ensuring their success with Shape Exchange and Tally Service
• Guide customers through interpreting drawings, specs, and deliverables
• Oversee the Tally Service team, ensuring projects are processed accurately and on time
• Field and resolve customer questions while consolidating feedback into product insights
• Spot opportunities to optimize workflows and improve the Shape Exchange user experience
• Keep our strong pipeline moving forward with smooth onboarding and ongoing support

Who You Are

• A problem-solver who enjoys connecting the dots between customer needs and product possibilities
• Entrepreneurial at heart: comfortable wearing many hats and leaning into ambiguity
• Excited to be part of a fast-moving startup and grow alongside it
• Naturally curious and eager to learn about new tools, workflows, and industry challenges
• Someone who takes ownership, follows through, and genuinely cares about customer success

What We’re Looking For

• Strong familiarity with architectural drawings and specs (must be able to read and interpret them)
• Familiarity with Bluebeam or similar markup/takeoff tools (highly valuable)
• Experience with AutoCAD, Revit, or Rhino is a plus (not required)
• Excellent communication and people skills; ability to build trust with customers
• Organized and detail-oriented; able to oversee operations while managing multiple projects
• Comfortable in a startup environment with room to grow into leadership

Why Join Us

• Be part of a startup at an inflection point, with huge growth potential
• Work closely with founders and directly shape the customer experience and product roadmap
• Grow into leadership as we scale
• Competitive compensation with equity opportunity