We are looking for a proactive and organized Operations Manager to sit at the intersection of our product, development, and customer-facing teams. You will own the full lifecycle of client issues and feature requests with the help of our Product Wizard — from the moment a ticket is created to the moment it is resolved — while also nurturing client relationships and continuously improving the way our teams work together.

This is a hands-on role that requires someone who is equally comfortable on a call with a dissatisfied client and inside an Azure DevOps board triaging tasks.

What You'Il Do

• Manage and prioritize tasks on our Azure DevOps boards — creating, assigning, and following up on tickets with development and internal teams
• Own the full lifecycle of every task: from creation through to delivery, keeping all stakeholders informed and on track
• Own the client relationship layer — acting as the interface between Ebriza and its clients via phone, chat, and email. You will lead a team that handles day-to-day communication, while personally stepping in to mediate conflicts, resolve escalations, and ensure nothing falls through the cracks
• Organize and lead the customer care team, setting priorities and ensuring consistent, high-quality client communication
• Identify friction points in internal workflows and proactively propose process improvements to help teams operate more efficiently
• Use Intercom (or a similar customer messaging platform) to manage client conversations and support queues
• Leverage AI tools to work smart — automating repetitive tasks, streamlining workflows, and getting more done with less manual effort. You should already be doing this and be able to demonstrate it
• Collaborate closely with the product and development teams to translate client feedback into actionable tasks

What We're Looking For

• Strong organizational skills with a structured, detail-oriented mindset
• Excellent people skills — you can navigate a difficult client conversation and a cross-functional team meeting with equal confidence
• Proficiency with modern software tools and the ability to learn new platforms quickly (no coding required, but you should be genuinely tech-savvy)
• Proven AI literacy — you use AI tools regularly and can demonstrate effective prompting during the interview
• Experience with Intercom or a similar customer messaging / support platform
• Familiarity with project management tools such as Azure DevOps, Jira, Linear, or equivalent
• Fluent in English (written and spoken) — additional languages are a plus
• A bias for action: you don't wait for problems to escalate, you anticipate and resolve them

Nice to Have

• Experience in a SaaS, tech startup, or hospitality/restaurant industry environment
• Hands-on experience coordinating between technical and non-technical teams
• Background in process design, operations, or business analysis

What We Offer

• A key role in a tight-knit, ambitious team where your work has direct, visible impact
• A modern, AI-first work environment — we invest in tools and processes that eliminate busywork
• The opportunity to shape how operations and customer success work at a growing SaaS company
• Direct collaboration with the founders and product team.

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