Product Operations Assistant

The Product Operations Assistant plays a critical role in supporting Loftys customer-facing and internal teams by ensuring product knowledge operational workflows documentation and demos are accurate scalable and easy to access.

This role sits at the intersection of Product Sales Customer Success Customer Support and Engineering helping translate product changes into clear processes SOPs training and real-world execution. The ideal candidate is operationally strong technically comfortable customer-facing and excited to use AI and modern tooling to work more efficiently.

Product & Process Enablement (55%)

Serve as a go-to source of product and process knowledge for internal teams responding to real-time questions via internal channels and office hours.

Participate in Product Office Hours tracking follow-ups and ensuring questions are resolved accurately and on time.

Own the maintenance and accuracy of Help Center and internal documentation ensuring updates align with product releases and changes.

Write maintain and enforce Standard Operating Procedures (SOPs) for cross-functional workflows (e.g. user transfers demo/sandbox processes whitelisting pricing documentation).

Maintain documentation repositories across SharePoint and internal knowledge tools.

Support product launches by validating training materials and release readiness.

Troubleshoot and validate product issues prior to escalation to Product or Engineering.

Collect synthesize and share frontline feedback related to product behavior AI performance and usability.

Support escalated enterprise tickets SOC2 due diligence requests and other high-priority operational needs.

Demo/Sandbox Account & Contract Management (35%)

Manage the end-to-end demo/sandbox account lifecycle including creation approval tracking maintenance and cleanup.

Enforce clear standards and approval criteria for demo/sandbox accounts used by Sales partners and internal teams.

Maintain a centralized demo/sandbox account database and ensure expired or unused accounts are deactivated.

Assist with contract management including tracking organization and operational follow-through in partnership with internal stakeholders.

Tools Systems & Operational Excellence (10%)

Organize and continuously improve team workflows SOPs and operational standards.

Maintain and audit internal distribution lists and routing workflows to ensure accurate communication.

Leverage project management tools (e.g. Notion or similar platforms) to track work documentation and initiatives.

Use AI tools to assist with documentation knowledge retrieval summarization training content and operational efficiency.

Contribute to the development and improvement of internal AI-powered knowledge tools for employee support.

What Were Looking For

Required Qualifications

Experience in real estate technology including familiarity with CRMs real estate websites SaaS platforms or related tools.

Experience in Product Operations Customer Success Operations Technical Support or a similar operational role.

Proven ability to write maintain and follow SOPs with high attention to detail.

Strong written communication skills for documentation and internal knowledge sharing.

Comfortable being customer-facing including supporting Sales Support and Customer Success teams directly.

Ability to manage multiple workflows troubleshoot issues and escalate thoughtfully.

Experience working with or alongside AI tools to improve productivity or operational outcomes.

Preferred Qualifications

Project management experience formal or informal.

Hands-on experience with Notion and other project management or documentation tools.

Familiarity with HubSpot (or similar CMS tools) for publishing landing pages managing forms and supporting customer-facing content workflows.

Familiarity with Zendesk SharePoint demo/sandbox environments or internal knowledge bases.

Experience supporting SaaS product launches or cross-functional enablement efforts.

Comfort working in fast-paced evolving environments with high ownership and accountability.

Why This Role Matters

This role ensures that Loftys teams can confidently sell support and deliver the product by providing clarity consistency and operational excellence. Youll help turn product complexity into usable knowledge and scalable processes while leveraging AI and modern tools to continuously improve how work gets done.