CX Operations Analyst

Aleph is an AI-native platform for Financial Planning & Analysis (FP&A). We operate in an established software category with a multi-billion market but no clear winner. Our growth has come from product velocity and customer outcomes, not marketing spend, and the results speak for themselves.

Aleph was founded by Albert Gozzi and Santiago Perez De Rosso, two technical founders with backgrounds from Stanford and MIT and experience working at top-tier companies such as Google, Microsoft, and Bain & Company. We’re backed by top VCs (Bain Capital Ventures, Khosla Ventures, YC, Picus Capital), and work with customers like Webflow, Turo, Notion, Zapier, and many others.

What we’ve built so far is the most seamless way to centralize all of a company's financial data – think expenses from Quickbooks or Netsuite, pipeline forecasts from Salesforce – and bring it into the tools finance teams are already using. But the vision goes way beyond that: Aleph is AI-native at its core, automating reporting, variance analysis, and forecasting through intelligent agents. We’re building the always-on decision layer for modern businesses.

We’re moving fast, shipping constantly, leaning into AI to make the product smarter with every release, while also applying AI to how we sell, support and scale. Our churn is low, growth is strong, and the pace keeps accelerating.

We are hiring remotely across the Americas (United States, Canada, LATAM).

What we're looking for

Aleph is searching for a highly motivated and energetic individual to become the founding member of our CX Operations team. This is a unique, high-impact role where you will own the end-to-end support process for our clients, ensuring they receive world-class help as they adopt and scale with Aleph.

You will manage client inquiries (tickets), define and implement best-in-class support processes, and work closely with our Customer Success Managers and Product teams to ensure clients get the best possible experience. A key element of this role will be leveraging AI tools to automate and scale support, helping us maintain low churn and high NPS as we grow.

This is a strategic hire: as our first dedicated support lead, you will lay the foundations for how product support operates at Aleph, combining operational excellence with customer empathy and a deep understanding of financial workflows.

We are a small, high-impact team where every hire makes a difference — you will help define how we operate as we scale.

👷 What you’ll be doing

• Be the first point of contact for customer inquiries and issues, providing timely, high-quality support.

• Design, document, and implement scalable support processes.

• Leverage AI tools to automate and improve support workflows and resolution times.

• Collaborate closely with Customer Success Managers to understand customer needs and ensure proactive issue resolution.

• Work with the Product team to surface recurring issues and customer feedback that can drive product improvements.

• Monitor key metrics such as response time, resolution rates, and customer satisfaction to ensure we meet best-in-class standards.
  

📝 What you have

• 2+ years of experience, ideally in an operations, or process-oriented role.

• Strong process orientation and an interest in building and scaling systems from scratch.

• High energy and a positive, ownership-driven mindset.

• Strategic thinker who can balance short-term resolution with long-term scalability.

• Excellent communication skills and ability to collaborate cross-functionally.

• Comfort working in a fast-paced, remote environment.

• Bonus: experience with support tools (e.g., Zendesk, Pylon, Intercom), AI-driven support solutions.
  

While this is a remote-first opportunity, we're focusing on candidates within the Americas to better align with our working hours as a team.

Aleph is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Aleph makes hiring decisions based solely on qualifications, merit, and business needs at the time.