Customer Operations Executive

About Us

As one of the UK's most trusted partners in high-stakes exam preparation, Exam Papers Plus is redefining the path to success. Trusted by over 100,000 families, we deliver a structured, data-driven experience that adapts in real-time to individual learning profiles.

Our mission is to build the knowledge, mastery, and confidence required for peak performance, supporting every learner through every major academic milestone.

Your Role

This is an AI-native role with real room to grow. Our Head of Operations is building the core of our customer operations infrastructure, the support tooling, the automation, the AI call setup, and you will come in to run it, build on top of it, and make it better every day.

You will be the person closest to our families, using automation to keep routine queries off your plate so your time goes where it matters: talking to customers, understanding what they need, and feeding that intelligence back into the business. As you grow into the role, you will take on more ownership of the stack, the customer relationships, and the commercial insight that comes with being closer to our families than anyone else in the company.

This is a genuine step-up opportunity for someone early in their career who wants to develop into a broader operations leadership role over time.

What you'll be responsible for:

• Own the frontline for customer enquiries and the triaging logic behind it: deciding what AI answers automatically on first line and what needs a human. You'll be the person who makes our AI flourish on first line, and extend what it can handle over time.
• Run and improve the support tooling behind it: knowledge base, chatbot flows, and response templating. You will learn how it works, keep it running well, and steadily extend it.
• Handle the enquiries that need a human, and route the right conversations to our customer success team, briefing them on what the customer needs.
• Turn what you hear on the frontline into clear data and insight, so customer success can spot retention and growth opportunities and act on them.
• Feed that same frontline insight into product, content, and campaign decisions.
• Report on automation performance, customer satisfaction, and the outcomes that follow.

What you'll bring

AI and Technology

• Genuine curiosity about AI support tooling: chatbots, automated triage, AI call centre platforms. You do not need to have built these before, but you should be excited to learn and improve them.
• Comfortable picking up new tools quickly. We use modern CRM (Attio), support platforms (Freshdesk), and AI call automation (Retell, 11Labs), and we will support you in getting up to speed.
• Automation-first mindset: when you see a repetitive task, your instinct is to find a better way.

Experience and Background

• 1 to 3 years in a customer-facing or operations role, ideally in SaaS, EdTech, or consumer tech.
• Equally happy improving a workflow and picking up the phone to a customer.
• Keen to develop commercial awareness and the confidence to spot retention and growth opportunities.
• Experience in education or EdTech matters to us. It is not a formal requirement, but it is close to one: between two otherwise similar candidates, we will favour the one who has worked in education. An understanding of the parent mindset is a strong advantage.

Mindset

• Self-motivated and keen to step up. You take initiative and want to grow into more responsibility.
• Excited by AI as a way to improve customer interactions, not just cut costs.
• Curious about customers and confident sharing what you learn.

What success looks like

• Routine queries resolve automatically, and your time goes on the conversations that matter.
• A growing outreach programme that helps families and drives real value through retention and growth.
• You become the person in the business who knows the customer best, and it starts to show in the decisions being made around you.

What's on offer

• Reporting to: Head of Operations
• Salary: £30,000 to £40,000 depending on experience
• Pension: 5% matched
• Location: UK-based, minimum 3 days a week in our Farringdon office (London)
• Real progression: this role is designed to grow into broader operations ownership over time