At Ned, we’re building solutions that ground lending decisions in financial reality. Our mission is to help lenders grow stronger portfolios over time by embedding live cash-flow intelligence into how loans are originated, managed, and repaid. We’re a customer-obsessed team working to create a more resilient backbone for the economy where portfolio performance reflects how businesses actually operate—not static assumptions or delayed reports.
Roles Description
As a Customer Operations Associate at Ned, you are the connective tissue between our customers and our product. Lenders trust us with workflows that touch their entire operation—origination, underwriting, and repayments—and this person ensures those workflows actually run. You’ll be the person customers rely on when something breaks, when they have a question, or when they need to get more out of the platform.
You are accountable for onboarding new customers and ensuring they get value from the platform on day one, while serving as the operational ground-truth on how the product performs in the real world. This role requires curiosity, comfort with data, and the willingness to dig into details to guide customers toward success.
What you'll do
Customer Support
Investigate customer issues using Ned’s admin tooling; pull records, verify data, and surface findings to engineering with context to act fast
Triage inbound customer questions with disciplined follow-up and clear ownership through resolution
Maintain a high response and resolution standard across email, Slack, and customer calls
Flag customer issues with key stakeholders and work towards resolution
Perform light data analysis on customer accounts; help customers improve platform outcomes
Run regular check-ins with key customer stakeholders to maintain alignment
Maintain accurate customer records, notes, and account status in CRM and CS tooling
Customer Onboarding & Activation
Guide new customers through platform onboarding, owning basic project management tasks and coordination
Work with engineering staff to configure customer platforms
Provide customers basic training through their initial setup, and afterward
Maintain clear documentation and enablement materials
Technical Enablement
Support customers through training sessions and answer product questions with depth—you’ll know the platform well enough to walk through live workflows and make basic configurations
Write clear product tickets with steps to reproduce, what should happen vs. what actually happens, and any helpful context so the team can fix issues quickly.
Translate requirements into platform configurations
Maintain and demonstrate the platform demo environment for onboarding and training purposes
Dig into data to answer questions and spot trends; not just pulling exports, but joining tables, summarizing data, and finding patterns.
Cross-Functional Collaboration
Partner with Engineering and Product to drive resolution on customer issues and ensure roadmap reflects real customer needs
Coordinate with Sales on clean post-close handoffs
Share market and customer feedback that informs strategy and product priorities
Who you are
1–2+ years of professional experience, ideally with some exposure to customer-facing work, fintech, or technical environments
Someone who treats customer problems as their own and doesn’t wait to be told what to do—high-ownership and resourceful
Comfortable working directly in software admin tools or internal dashboards to investigate data and customer records
Comfortable exporting data and working with structured datasets to answer customer questions
Strong written and verbal communicator who can translate technical detail for non-technical audiences and vice versa
Curious about how lenders operate and willing to develop deep domain expertise in financial services
Solid understanding of the financial services and fintech landscape is a plus
Salary Range
$60,000 - $70,00
Seniority level
Entry level
Employment type
Full-time
Industries
Financial Services
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