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Customer Operations & Success Lead

Location: Barcelona or London

Policy: Mostly in-office

Type: Full-time

Start: ASAP

About MAAT:

MAAT is building the operating system for community-driven sports.

Starting with combat sports, we help gyms run smoother and grow faster, while connecting athletes to the broader ecosystem of experiences, events, and brands around their sport.

We’re a small, product-driven team obsessed with detail, and we’re growing fast. MAAT grew ~200% YoY last year, has raised in total $1M+ USD, serves 400+ gyms, and supports a community of 100,000+ athletes across Europe and US.

About the Role:

You will be joining at a pivotal moment.

To sustain and accelerate this growth, we’re looking for a new teammate to build, own, and scale our entire customer support & success function from zero to one, and then from one to ten.

This is a strategic, hands-on role. You’ll start close to customers, then design the systems, processes, and tooling transforming support into a scalable system that will enable MAAT’s growth for the next years.

If you want to join a small, fast-moving team, take real ownership, and build a function end-to-end, this role is for you

Responsibility & Evolution:

Phase 1: Operational Support (Hands-on)

You’ll start close to customers:

- Be the main point of contact for customer support (primarily WhatsApp)

- Solve day-to-day support requests with speed, empathy, and ownership - Onboard new gyms and guide them through their first wins

- Act as liaison with the product team:

- Create clear bug reports, feature requests, and improvements - Identify friction points and early churn signals

Phase 2: Build the Support System

Once you deeply understand customer pain points, you’ll design the system.
- Design and implement support flows, processes, and tooling - Structure and maintain the knowledge base used by both humans and AI

- Define:

- Ticket categories - SLAs - Escalation paths - Act as project owner coordinating with the technical team - Build and maintain support analytics dashboards (volume, response time, resolution, automation rate)

Phase 3: Customer Success & Value Generation

Support becomes proactive, not reactive.

- Proactively reach out to customers to drive:

- Feature adoptionCash → card migration (increasing transaction fee revenue) - Awareness of new features and changelog updates - Collect testimonials and success stories - Help position and run the referral program for lead generation - Track NPS and identify churn risks early - Define and document the Customer Success Playbook

Success in This Role Means:

After ~6 months:

- Founders are <10% involved in customer support - A clear, documented support process exists and customers understand it - AI resolves 40%+ of support requests - A live support dashboard tracks performance and trends - Every customer is proactively contacted at least once per quarter

- Support is a consistent source of:

- Product insight - Upsell opportunities - Marketing content (testimonials, case studies, stories)

Who is this for?

You’ll thrive here if you: - Love owning problems end-to-end - Are comfortable starting hands-on before scaling systems (i.e. a lot of chaos) - Tech enthusiast (Integrations and APIs don’t scare you) - Enjoy building structure where none exists yet ( 0 → 1) - Work hard (not your typical 9-5 remote role)

Where are you located?

Where are you located?
A
B
C

Are you willing to relocate to either of these locations?

Are you willing to relocate to either of these locations?
A
B

Are you a BJJ practitioner?

Are you a BJJ practitioner?
A
B

Are you a MAAT user?

Are you a MAAT user?
A
B

Which gym do you train at?

Why are you a good fit for this position?

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