Customer Operations & Success Lead
General Informations:
Location: Barcelona or London
Policy: Mostly in-office
Type: Full-time
Start: ASAP
About MAAT
MAAT is building the operating system for community-driven sports.
Starting with combat sports, we help gyms run smoother and grow faster, while connecting athletes to the broader ecosystem of experiences, events, and brands around their sport.
We’re a small, product-driven team obsessed with detail, and we’re growing fast. MAAT grew ~200% YoY last year, has raised in total $1M+ USD, serves 400+ gyms, and supports a community of 100,000+ athletes across Europe and US.
About the Role
You will be joining at a pivotal moment.
To sustain and accelerate this growth, we’re looking for a new teammate to build, own, and scale our entire customer support & success function from zero to one, and then from one to ten.
This is a strategic, hands-on role. You’ll start close to customers, then design the systems, processes, and tooling transforming support into a scalable system that will enable MAAT’s growth for the next years.
If you want to join a small, fast-moving team, take real ownership, and build a function end-to-end, this role is for you
Responsibility & Evolution
Phase 1: Operational Support (Hands-on)
You’ll start close to customers.
Be the main point of contact for customer support (primarily WhatsApp)
Solve day-to-day support requests with speed, empathy, and ownership
Onboard new gyms and guide them through their first wins
Act as liaison with the product team:
Create clear bug reports, feature requests, and improvements
Identify friction points and early churn signals
Phase 2: Build the Support System
Once you deeply understand customer pain points, you’ll design the system.
Design and implement support flows, processes, and tooling
Structure and maintain the knowledge base used by both humans and AI
Define:
Ticket categories
SLAs
Escalation paths
Act as project owner coordinating with the technical team
Build and maintain support analytics dashboards (volume, response time, resolution, automation rate)
Phase 3: Customer Success & Value Generation
Support becomes proactive, not reactive.
Proactively reach out to customers to drive:
Feature adoption
Cash → card migration (increasing transaction fee revenue)
Awareness of new features and changelog updates
Collect testimonials and success stories
Help position and run the referral program for lead generation
Track NPS and identify churn risks early
Define and document the Customer Success Playbook
Success in This Role Means
After ~6 months:
Founders are <10% involved in customer support
A clear, documented support process exists and customers understand it
AI resolves 40%+ of support requests
A live support dashboard tracks performance and trends
Every customer is proactively contacted at least once per quarter
Support is a consistent source of:
Product insight
Upsell opportunities
Marketing content (testimonials, case studies, stories)
Who is this for?
You’ll thrive here if you:
Love owning problems end-to-end
Are comfortable starting hands-on before scaling systems (i.e. a lot of chaos)
Tech enthusiast (Integrations and APIs don’t scare you)
Enjoy building structure where none exists yet ( 0 → 1)
Work hard (not your typical 9-5 remote role)