Operations Associate, AI Enablement

About The Role

Upwell builds AI-powered order to cash automation for the logistics industry, helping freight brokers, carriers, and logistics companies reduce manual work across invoicing, accounts receivable, payments, and related customer workflows. This is an entry-level opportunity for an organized individual to join the AI Enablement team, offering meaningful responsibility, broad exposure to a growing technology company, and hands-on experience in an AI-first environment. The Operations Associate- AI Enablement will work directly with customers and across Upwell's Customer Success, Operations, Product, and Engineering teams. This is a customer-facing role from the start, requiring communication with customers and participation in customer calls. As knowledge grows, the role will involve increasing ownership of customer conversations, workflow discovery, implementations, and projects.

Note: This is an operations and customer enablement role, not a data science, machine learning, or software engineering position. Prior freight, logistics, or AI experience is NOT required.

Key Responsibilities

• Communicate directly with customers by email and participate in customer calls.
• Support customer onboarding, implementations, workflow discovery, and ongoing service needs.
• Learn customer workflows, including systems used, rules followed, and exceptions encountered.
• Translate customer processes into Upwell configurations, operations procedures, and requirements.
• Configure, test, and launch customer workflows within the Upwell platform.
• Work hands-on with workflows and real-world scenarios.
• Investigate operational issues and exceptions, gather information from customers, and coordinate resolution with internal teams.
• Create and maintain process documentation, standard operations procedures, and training materials.
• Support customer and internal projects, ensuring stakeholders are aligned on open items and next steps.
• Test new functionality to confirm solutions meet customer needs and work in real-world situations.
• Translate customer and operational needs into feedback and requirements for Product and Engineering.
• Identify recurring manual work and opportunities for improvement, standardization, or automation using technology and AI.
• Take on increasingly complex customer, operational, implementation, and product responsibilities.

Requirements & Tech Stack

No specific tech stack listed, but general comfort with technology is expected.

Qualifications

• Bachelors degree or equivalent education, experience, or demonstrated capability.
• Strong written and verbal communication skills, with confidence to interact professionally with customers.
• Excellent organization, attention to detail, and follow-through.
• Strong problem-solving and critical-thinking skills.
• Ability and desire to learn new systems, processes, and subject matter quickly.
• Ability to manage multiple priorities and carry work through to completion.
• Comfort working with spreadsheets, technology, and unfamiliar software.
• Ability to collaborate effectively across customer-facing, operational, and product teams.
• Interest in how AI and emerging technology can improve business operations.

Growth Opportunities

This role is designed for learning and increasing responsibility, offering practical exposure to customers, implementations, operations, AI-enabled automation, and product development. Potential progression includes leading customer workflow discussions, owning implementations or projects, supervising work within AI Enablement, or pursuing opportunities in Customer Success, Product, or Operations.

Perks of the Job

• Competitive salary
• Equity package
• Health, dental and vision insurance available
• 401(k)
• Flexible PTO
• Professional development budget