Operations Lead (Care)

Join Tonal, a leading fitness technology company, as an Operations Lead in the Customer Care department. In this cross-functional role, you will tackle operational challenges, analyze workflows, and implement scalable solutions. You will work closely with various teams, including Engineering, Product, and IT, to improve processes, enhance customer experiences, and increase operational efficiency. This position offers a competitive salary, top-tier benefits, and a fun, inclusive work environment.

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!

Responsibilities

• 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.
• You understand customer support operations and how systems, workflows, policies, and frontline behaviors influence the customer experience

Requirements

• 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 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
• 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 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

Preferred

• Experience working with SQL, business intelligence tools, or operational dashboards