Operations associate

4 days ago

Malappuram, India Ascentra Full time

Company Description Sherpa builds AI tools for consultants and corporate-strategy teams — software that accelerates high-value, expert work in consulting and professional services. We’re an AI-enabled software company working toward an autonomous advisory future and already serving leading firms in the industry. Role Description You’ll be the glue that keeps Sherpa running smoothly for customers and teams. Day-to-day you’ll own operational workflows, run onboarding and support processes, analyse operational data to improve throughput, and remove blockers for sales, product and customer success. This is a hands-on role — you’ll work across systems, write SOPs, and execute improvements end-to-end. What you’ll own Customer onboarding & support: run and improve onboarding flows for new accounts; triage customer issues; coordinate with product and engineering to resolve bugs and roadmap blockers. Operational processes & SOPs: document and maintain core ops processes (onboarding, billing, data hygiene, vendor runbooks); standardise handoffs across sales, CS and product. Data & reporting: own routine operational reporting (usage, NPS/onboarding metrics, SLA adherence); pull ad-hoc analyses to identify friction and opportunities. Familiarity with Sheets/Excel and basic SQL or analytics workflows is expected. Cross-functional coordination: act as the main operational contact across Sales, Product and Customer Success — schedule, follow up, and drive actions to completion. Vendor & admin management: manage third-party providers (billing, tools, contractors) and routine admin tasks to keep the machine running. Continuous improvement: identify repeatable work to automate; implement small automations; iterate on processes until they scale. Who you are 2+ years in operations, customer success, program management or consulting operations for a B2 B Saa S or services business (or a mix). Comfortable working independently and juggling multiple priorities; you get things done without needing constant direction. Strong written and verbal communication — you can create crisp SOPs and own cross-team conversations. Analytically rigorous: you can pull data, interpret it, and make recommendations. Basic SQL or experience with analytics tools a plus. Customer-facing experience and a focus on client satisfaction. Familiar with common ops tools (Google Workspace, Hub Spot/CRM, Zendesk/Intercom/Front, Airtable/Coda, Zapier/Make or similar). Degree in Business, Operations, Engineering or related — or equivalent practical experience. Nice to have Experience working with consulting firms or professional-services buyers. Prior exposure to product or engineering teams in an early-stage startup. Comfortable documenting processes to ISO/SOC2 standards is a bonus. Practicals Location: Remote-first, with occasional calls across time zones. Compensation & perks: competitive salary, stock options, standard benefits (health), and flexible work. Exact package will depend on experience. How to apply: send CV and a one-page note describing an operational process you improved and the impact (metrics preferred) to

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