Company Description

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