What the team does

Every time a new merchant goes live on Recart, someone needs to provision their phone number, coordinate Shopify and Klaviyo access, verify their TFN with Twilio, and make sure the infrastructure is in place before a single popup goes live. When a carrier increases prices, someone needs to model the impact, update billing, and make sure merchants hear about it before it hits their invoice. When a process breaks, someone needs to document how it should work. And fix it.

That's CS Operations. It's a role that sits at the intersection of technical depth and operational rigor, and it directly shapes the experience every Recart merchant has, even if they never know your name.

Beyond the day-to-day, CS Ops owns the tooling and AI motion that makes the wider CS team more effective: building churn signal trackers, maintaining playbooks, coordinating the popup AI review project, and finding ways to automate what doesn't need human judgment.

What they work on

Sales & outbound

• Compliance & merchant communication - coordinating everything from TCPA compliance and carrier regulation updates to price increase rollouts and product change announcements; CS Ops is often the team that translates what's happening internally into what merchants need to hear, and when
• Phone number operations - TFN provisioning and verification through Twilio, number migration between carriers (e.g. Infobip → Twilio), Alpha sender management for international markets
• Account setup & access - Shopify Staff access coordination, Klaviyo invitation management, Stripe subscription setup and corrections
• Carrier & billing operations - modeling the impact of carrier price increases on individual merchant accounts, communicating changes, updating billing rates, managing credit adjustments
• People operations - Slack user group management, travel bookings, visa and ESTA support for US travel, contractor NDAs
• CS tooling & automation - Zapier workflows, HubSpot automation, Datamorf reports, and supporting the CS AI motion (popup AI review, churn signal tools)
• Data integrity - identifying and resolving billing discrepancies across Looker, Stripe, and internal systems; flagging incorrect pricing configurations

How our CS teams work

CS Ops isn't a support function, it's a strategic partner to every team it touches. The goal isn't just to fix what's broken or execute what's asked; it's to understand the full picture well enough to spot what's missing, streamline what's inefficient, and make sure every merchant is actually getting the most out of their SMS channel. Not just the parts they thought to ask about.In practice that means working across CS, Product, Engineering, and Finance simultaneously: coordinating compliance communications, surfacing merchant patterns to product, and building the operational infrastructure that lets the whole CS org move faster and smarter.

Who thrives here

You'll do well here if you show up to every conversation with a point of view, not just status updates and open questions. CS Ops at Recart is about bringing solutions, not problems. When something breaks, you've already thought through two ways to fix it. When a merchant isn't getting results, you've already looked at the data before anyone asked you to.

Comfort with a wide toolstack matters (Twilio, Klaviyo, Stripe, Zapier, HubSpot), as does a bias toward documentation and systematization. If something isn't written down or repeatable, it's a risk. Technical curiosity is valued; you don't need to write code, but you need to understand enough to ask the right questions of Engineering and follow the answers.

Size & structure

2 people, working closely with the Head of Customer Success, Finance, and Engineering.