Customer Operations Partner, Chicago

About the role

Opply is a VC-backed software startup building an AI-powered platform that helps small and medium-sized food and consumer goods brands buy ingredients, with automated ordering, predictive forecasting, supplier matching and embedded credit. As a Customer Operations Partner in Chicago (hybrid, 3-5 days per week in the office), you will be the extension of each customer's team, from onboarding their first supplier through to day-to-day account management. The role involves as much time improving AI agents as talking directly with customers and suppliers, and carries real commercial and financial decisions.

Key responsibilities

• Own a portfolio of customer accounts, acting as the named point of contact from onboarding through to steady state
• Anticipate problems by understanding each account's suppliers, credit position and quirks
• Handle inbound queries on orders, deliveries, payments and the platform, including flagging and resolving bugs
• Speak directly with suppliers to finalise orders, pricing and terms
• Manage customer credit limits and clearance decisions, and book and negotiate freight
• Maintain compliance and certification documents and investigate the root causes of delivery and quality exceptions
• Prompt, configure and maintain the AI agents that run routine workflows such as chasing suppliers, monitoring deliveries and reconciling invoices
• Identify new tasks to hand to agents, monitor operational metrics (OTIF, invoice accuracy, payment turnaround, supplier onboarding cycle time) and implement process improvements with product and tech

Required profile

• 1-3 years in a role managing multiple stakeholders and processes, such as Customer Success, Operations, Account Management, Purchasing or Logistics
• Experience with AI tools like Claude or ChatGPT, ideally having built or configured a workflow, prompt, script or automation
• Comfortable in commercial conversations, such as negotiating prices or holding a line on credit decisions
• Attention to detail, ownership of problems, and ability to juggle several workstreams
• Food, consumer goods or supply chain exposure is a plus but not required

What we offer

• Salary of $60,000 - $70,000
• 33 days holiday, including national holidays
• Flexible hybrid working
• Team socials and global offsites
• Pension scheme