Remote Customer Support Jobs in Madison, IN (NOW HIRING)

Parloa's mission is to make every customer conversation feel effortless for both customers and the companies serving them. As agentic AI accelerates, Parloans are shaping the foundation of a new era in customer experience, one where customer support is no longer transactions, but meaningful exchanges. It is not just a vision; Parloa has powered over ONE BILLION interactions between global enterprise brands and their customers, with companies like Booking.com, HealthEquity, Allianz, SAP, BarmeniaGothaer, and TUI already deploying Parloa at scale.

As a Operations Manager,  Solution Engineering & Services, you'll be the operating system for a global org spanning Solution Engineering and Professional Services - while also owning the financial and resource engine that keeps our Professional Services business predictable.

This role pairs the rigor of a BizOps leader with the delivery instincts of a PS Ops analyst. You will build capacity models, run forecasting in Salesforce and Rocketlane, own invoicing accuracy in SAP, and deploy AI agents and automations that eliminate operational drag across the org. 

• Design and deploy AI agents and workflow automations that eliminate manual, repetitive operational work across PS; evaluate new AI tooling and agentic capabilities on an ongoing basis, bringing proposals grounded in measurable efficiency gains
• Own the integration layer between Salesforce, Rocketlane, SAP, Jira, and reporting tools
• Build dashboards that lead to decisions and become the operational partner to Solution Engineering and Professional Services leadership
• Build and run the weekly / monthly / quarterly rhythm: pipeline + capacity review, delivery health, KPI reviews, and QBR support
• Own PS demand forecasting in Salesforce: pipeline signals and services attach rates
• Partner with Finance / RevOps on services drivers; call out constraints proactively
• Maintain forecast accuracy as a tracked, trusted metric reviewed at the executive level
• Manage invoicing workflows and revenue recognition accuracy in SAP; flag and resolve discrepancies proactively
• Support milestone billing triggers and ensure alignment between delivery milestones and finance timelines
• Build and maintain an end-to-end capacity model across PS roles and regions: utilization, bench, skill coverage, and hiring needs
• Own resource planning and allocation in Rocketlane - ensure the right people are on the right projects at the right time
• Track and report utilization targets; surface over/under-allocation risks
• Co-own design of project health and hygiene in Rocketlane: milestone tracking, status updates, budget vs. actuals, and change control
• Standardize the pre-sales delivery handoff, scoping SOW inputs, and change control workflows
• Build templates and checklists that reduce ambiguity and prevent reworkParloa's Tech Stack
• Salesforce, Rocketlane, SAP, Jira, Databricks, Swarmia, Elvance, n8n, Zapier
   

• 5+ years in Ops / BizOps / Program Ops / PS Ops supporting technical, customer-facing teams in SaaS
• Proven track record building operating cadence, capacity planning, and PS forecasting
• Dashboard ownership and strong operational storytelling
• Rocketlane or equivalent PSA tool ownership: resource planning, project tracking, and utilization reporting
• Experience designing and deploying workflow automations with n8n, Zapier, or equivalent integration tooling
• Hands-on work with AI agents applied to operational workflows - timecard automation, resource recommendations, project health alerts
• Invoicing and revenue recognition experience - comfortable in SAP or a comparable ERP
• Strong systems thinking: can connect Salesforce Rocketlane SAP into a coherent operating model
• Data fluency: comfortable modeling capacity and turning messy, multi-system data into decisions
• Executive communication: concise, direct, high-signal

• Familiarity with Jira delivery flows, ticket taxonomy design, and SLA governance
• Experience supporting Solution Engineering orgs in addition to Professional Services
• Familiarity with conversational AI or enterprise software deployment patterns

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Salary ranges includes OTE

We're at the beginning of a new era in customer experience, one where AI doesn't just respond, but understands, reasons, and takes action. We're building agentic AI that enterprises trust with their most important customer moments: complex questions, high volumes, real stakes. When millions of people reach out to a brand, those interactions aren't just support tickets; they're defining experiences. We're here to raise the standard: making every conversation seamless, intelligent, and genuinely helpful. If you care about shaping how businesses and customers connect at scale-and want your work to matter in real, everyday moments-this is where you do it.

At Parloa, ownership isn't a buzzword; it means being accountable for outcomes, not just tasks. We operate in a category that's evolving fast, where the bar is high, and the problems are complex. We hire people who think in solutions, communicate with clarity, and follow through. People who are comfortable making decisions, taking responsibility, and raising the standard for themselves and those around them.

We've grown beyond the earliest startup phase, but we've kept the intensity: fast execution, direct feedback, and a strong expectation to contribute meaningfully from day one.

Backed by leading global investors like General Catalyst, EQT Ventures, and Altimeter Capital, we're scaling with a clear ambition: to become the global category leader in enterprise-grade conversational AI.