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Head of Client Operations

21 hours, 5 minutes ago
South Africa
Full-time
Lead
Customer Success Manager
Customer and Technical Support
Copywriting CRM
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Pavago

Pavago

Pavago specializes in connecting small and medium-sized businesses with skilled offshore talent from Pakistan and Latin America, offering a streamlined recruitment process that enables the hiring, onboarding, and payment of remote employees at signific...

IT Services
Founded 2023
View All Jobs 548

Description

  • Serve as the primary point of contact for 20–30 active clients and manage ongoing communication.
  • Lead client check-ins, performance discussions, and escalation handling.
  • Own client satisfaction, retention, account health, and churn prevention.
  • Monitor cold email campaign performance and diagnose deliverability, inbox placement, list quality, and messaging issues.
  • QA campaigns before launch and continuously optimize them using performance data.
  • Write, review, and improve cold email copy, including subject lines, hooks, offers, calls-to-action, and follow-up sequences.
  • Build and improve scalable client delivery systems, SOPs, playbooks, workflows, QA processes, and escalation procedures.
  • Track SLAs, client health metrics, and delivery standards while resolving operational bottlenecks.
  • Work closely with developers and outreach teams to troubleshoot infrastructure, automation, and campaign execution issues.
  • Report client health, risks, performance, and priorities directly to the founder.

Requirements

  • Experience leading client operations, account management, client success, or delivery in a startup or fast-moving environment.
  • Strong experience with cold email, outbound lead generation, or performance-driven outreach campaigns.
  • Hands-on expertise in cold email strategy, deliverability, inbox placement, copywriting, campaign optimization, and lead generation.
  • Ability to personally write and improve outbound campaign copy.
  • Experience managing multiple client accounts simultaneously, including 20+ accounts is preferred.
  • Strong understanding of APIs, automations, integrations, and data workflows.
  • Experience using AI tools for operations, analysis, optimization, and troubleshooting.
  • Strong problem-solving and decision-making skills.
  • Excellent written and verbal English communication.
  • Comfortable working remotely across U.S. client time zones.
  • Experience working directly with founders is preferred.
  • Background in high-growth or early-stage startups is preferred.
  • Familiarity with cold email infrastructure and outreach platforms is preferred.
  • Experience building operational SOPs and scalable client delivery systems is preferred.
  • Exposure to technical outbound infrastructure, automation, or RevOps is preferred.

Benefits

  • Full-time remote role.
  • Working hours aligned to U.S. business hours.
  • High ownership and autonomy.
  • Direct impact on retention, revenue, and campaign performance.
  • Opportunity to build systems and processes from the ground up.
  • Work closely with the founder.
  • Strong growth potential into broader Operations, Client Success, or executive operations leadership.

Interested in this position?

Apply directly on the company website

Apply Now

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