Telegraph is the operating system for freight rail. We build cloud software for the rail ecosystem — the network that moves 40% of all goods across North America and we’re replacing decades of paper, phone, and EDI with a modern platform that makes shipping by rail simple, efficient, and automated.
As an Operations Associate at Telegraph, you will own the day-to-day management of critical customer operations and success, spanning across: launching new products, training users, managing escalations, and implementing solutions to drive customer success, end-to-end. You will be the expert who ensures we engage customers proactively, prioritizing issues as they come in, actively managing them through to resolution, and escalating internally when more support is needed. You’ll play a key role in managing customer relationships to drive satisfaction as we scale the business across current and future customers.
Beyond the day-to-day, this role has an essential building component. You’ll own management of exceptions in order to spot patterns and trends, and leverage AI tools to implement automated solutions. Whether that’s an agent that handles a repetitive processing step, or a workflow that flags issues before customers have to report them, you will lead the charge on solving for the root cause. This is a role for someone looking to build a portfolio of AI agents and workflows, gain first-hand exposure to freight rail operations, and work directly with customers at a fast-scaling startup.
Customer-obsessed: You have a high aptitude for understanding customer needs, with a drive to operationalize processes that improve customer satisfaction
Account Ownership: Take ownership of key customer touchpoints, including QBRs, new customer launches, and product rollouts, working closely with senior team members on strategy and escalations. Act as a point of contact who keeps accounts healthy, and proactively spot opportunities to expand usage and deepen the partnership over time
Escalation Ownership: Manage daily customer success, including escalations, customer communications, product operations support, prioritizing based on urgency and impact across internal and external stakeholders
Pattern + Trend Analysis: Analyze escalation data to identify recurring issues, root causes, and opportunities to reduce escalation volume
AI Agent + Skill Development: Build AI agents, skills, and workflows that address escalation patterns, automating response, or resolution steps wherever possible
Cross-Functional Coordination: Work directly with Ops, Product, and Commercial teams to resolve escalations and delight customers
Process Improvement: Suggest and implement improvements for escalations. Ensure escalations are tracked, categorized, and resolved
Educational Background: Bachelor’s degree in Business, Supply Chain, Technology, or a related field
Communication Skills: Exceptional communication and interpersonal skills with a demonstrated ability to flourish in a fast-paced startup environment
AI Fluency: Hands-on experience using AI tools to build agents, skills, or automated workflows; comfortable experimenting with new AI tools and turning ideas into working solutions
Analytical Mindset: Comfortable working with data to spot patterns and trends, and translating findings into action
Ownership: Able to manage a queue of escalations independently, with strong follow-through and attention to detail
Team Collaboration: Strong desire to collaborate in a fast-paced, team-oriented environment; comfortable asking questions and flagging blockers early
Industry Experience (Preferred, not required): Experience in a customer-facing role, or in logistics, transportation, or supply chain, is a plus, but not a requirement.
Opportunity to contribute on the ground floor of a fast-growing startup, and launch products that make a real-world impact on business all across North America
Own high-impact projects from day one. Your work on escalations and AI workflows will directly shape how we support customers
Get hands-on with real escalation data, digging into patterns and trends that inform how we build and prioritize going forward
Wear multiple hats at an early-stage startup. You’ll touch Ops, Product, and Commercial, to gain diverse skills and perspectives
Accomplish impactful work. Be a key player in revolutionizing the rail industry and driving significant impact through escalation strategy, and building agentic workflow solutions
Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Telegraph, we are dedicated to building a diverse, inclusive and just workplace, so if you’re excited about this role, but your past experience doesn’t align perfectly with 100% of the qualifications listed, we encourage you to still apply. Our hiring philosophy looks to weed people INTO our process, not weed them out! Who knows, you may be just the right candidate for a future role with Telegraph. Just go for it… submit your resume!