At Matter, we’re passionate about helping the world’s best teams and companies build amazing cultures.
As our Operations team member, you’ll be the backbone of our customer-facing operations — owning support, customer success, QA, and key growth initiatives that keep Matter running smoothly and scaling efficiently.
This is a pivotal role that combines relationship building, deep SaaS product knowledge, and the opportunity to shape the future of a world-class product at a fast-growing, profitable company.
We’re a remote-first team working EST or CST hours.
Why this role matters
Matter is at an exciting stage of growth, and we’re doubling down on delivering a world-class experience across every customer touchpoint. As our first dedicated Ops hire, you’ll have the opportunity to:
- Elevate the customer experience across support, success, and training.
- Ensure our product is consistently high quality through end-to-end QA.
- Strengthen the operational systems that fuel growth (SEO, reviews, listings, etc.).
- Build repeatable processes as we scale into our next stage of growth.
Your work will make a measurable impact on customer satisfaction, product quality, and revenue expansion.
How you’ll contribute
Customer Support (25%)
- Handle inbound email and live chat inquiries.
- Update and scale Help Center resources.
- Create short product training videos and product announcements.
Customer Success (25%)
- Support success plans, QBRs, and follow-up tasks.
- Assist with team trainings and customer walkthroughs.
- Collect customer stories and testimonials.
Quality Assurance (40%)
- Own end-to-end QA for product releases.
- Log issues, verify fixes, and refine QA processes.
- Collaborate with Product and Engineering to ensure quality.
Growth Operations (10%)
- Support SEO processes and manage 3rd-party reviews.
- Maintain Matter’s directories and marketplace listings.
- Assist with light marketing, partnerships, and content ops.
A little about you
- 2+ years of experience in a professional role.
- Preferably have experience in customer support, success, operations, or similar.
- Comfortable doing QA regularly — even long-term — and enjoy improving processes.
- Exceptionally organized, detail-oriented, and process-driven.
- Excellent written and verbal communication skills.
- Collaborative, coachable, and eager to learn in a fast-paced, remote-first environment.
- Motivated by helping customers succeed and improving product quality.
- Comfortable working EST or CST business hours.
What we offer
Our compensation package recognizes the value of the work you do and the impact you’ll have.
Total compensation may vary based on location, market conditions, and individual qualifications assessed during the interview process.
Additional perks
- Remote-first flexibility with a collaborative, high-trust team.
- Significant professional growth opportunities — especially as you help define and scale Matter’s Ops function.
Apply for Operations Role
