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Customer Operations Lead

Job DescriptionJob Description

About viaPhoton
viaPhoton is a rapidly scaling fiber solutions provider, growing revenue 4× in the last year as we help build next- AI infrastructure. Our technology, manufacturing expertise, and service levels enable hyperscalers and data centers to deploy faster and more reliably. We combine advanced manufacturing with a customer-obsessed operating model to deliver exceptional speed and flexibility.

Why This Role Matters

  • You are the connective tissue between our customers, our brand, and our manufacturing and shipping operations.

  • Your actions directly shape how customers experience viaPhoton — clarity, trust, speed, and delivery.

  • Your communication, coordination, and follow-through drive our operational performance and our reputation in the market.

What This Role Really Is

  • The internal quarterback for customer delivery and communication

  • A detail-intensive problem-solver who keeps parallel workstreams aligned

  • A systems thinker who learns new systems quickly — including our ERP and internal software — and is comfortable making sense of imperfect or evolving data in Excel

What You Will Do

  • Own the full customer lifecycle: onboarding → quoting → production → delivery

  • Maintain clean, structured communication across Slack, email, and phone

  • Build clear timelines, expectations, and proactive updates

  • Translate customer needs into concrete internal tasks and follow-ups

  • Coordinate with sales, engineering, operations, and logistics

  • Track orders, SLAs, and risks; escalate when needed

  • Bring clarity and structure to fast-moving customer and internal workflows

  • Maintain accurate data and workflow updates in our ERP and internal tools

What You Will Bring

  • Exceptional written + verbal communication

  • Strong attention to detail and organizational discipline

  • Customer-first judgment with practical decision-making

  • Confidence navigating multi-party communication

  • Comfort working quickly and accurately in high-change environments

  • Ability to unlearn bureaucracy and adopt simpler, faster habits

  • High agency, strong work ethic, and follow-through

  • Experience in operations-heavy customer roles

Career Growth at viaPhoton
We invest in high performers. One of our former Customer Operations Leads is now on a management trajectory, and we actively open new paths as the company scales.

Our Core Values

  • Fearless Innovation — pursue better, challenge norms

  • Forward Together — win as one team

  • Integrity Over Everything — do what’s right

  • Nimble, Always — move fast without sacrificing quality

  • Be The Bar — set the standard through excellence

Who We Are
We work in a way that reflects who we are at our core:

  • New, not inexperienced

  • Driven, not pushy

  • Simple, not boring

  • Fast, not reckless

  • Purposeful, but flexible

  • Debate, not conflict

  • Confess, not deny

  • Confident, but humble

  • Giving credit over receiving it

  • Open, but focused

  • Fun, not unreliable

  • Team players, not selfish

  • Innovators, not experimenters

What We Offer

???? Cutting-Edge Technology – Opportunities to work on the forefront of fiber optic technology.

???? Professional Development – We’re committed to your growth, offering resources, career development, and a culture where your voice is heard.

???? Fun Team Environment – Monthly team bonding events, free lunches, and activities to keep us connected.

????️ Flexible Paid Time Off – Take time when you need it, with PTO that grows over time plus 10 paid holidays, including two floating holidays to use at your discretion

???? 401(k) Match – We offer company match to help you plan for your future.

???? Benefits Overview-- To view our comprehensive benefits package CLICK HERE

Ready to Build the Future? Apply now