Customer Operations Manager

Customer Operations Lead - Build, Scale and Make a Real Impact

Location: London (4 days per week, 1 remote)

Salary: up to £60,000 + Equity (rarity at this level)

Overview:

If you are the kind of person who thrives in a high-growth environment, enjoys solving problems at pace, and likes the idea of helping build whilst you scale, this could be exactly the kind of role you have been looking for.

This is a role for someone who likes ownership, can operate independently, and does not need everything to be perfectly defined before getting stuck in. It is a real opportunity to shape, improve and lead in an environment that is growing fast and expects a lot.

The Business/ Culture:

A high growth Fintech with an impressive track record to date and a product that is genuinely disrupting the marketing in a positive way. The culture is kind, smart and hard-working. People care about doing great work, supporting each other, and stepping up when the pace increases. There will absolutely be moments of intensity and all hands-on deck, so this will suit someone who gets energy from being in it with the team rather than watching from the side-lines.

If you are already thinking about how AI can be used in practical, thoughtful ways to create efficiencies, remove friction and improve quality without compromising customer experience, you will likely feel very at home here.

Role Overview:

This is an exciting opportunity to join a fast-growing fintech at a meaningful stage of its journey. There is real momentum, plenty to build, and lots of opportunity for the right person to make their mark. Customer Operations sits right at the centre of that. As volumes grow and complexity increases, this role will help the business scale in a way that is efficient, resilient and relentlessly customer focused.

As the Customer Operations Lead, you will lead a highly capable team across frontline and specialist functions (fraud, disputes, chargeback etc), helping to build the operational foundations that allow the business to scale well. This is not a role for someone who needs calm, predictability and a perfectly finished playbook. It is for someone who can create structure in ambiguity, stay close to the detail, make good decisions quickly and keep standards high even when volumes are high and priorities are moving. It is also a role for someone who sees the opportunity in technology and AI and knows how to use both to improve efficiency and team effectiveness without losing sight of the customer.

The Ideal Person for the Customer Operations Lead Will:

• Have a natural bias to action – you talk about an idea in the morning, and by the afternoon it is a reality.
• Be naturally curious, able to critically assess processes, build SOPs, design and optimise workflows that feed into the overall business objectives.
• Have a good working knowledge of Zendesk, to really unlock its full capability, enhancing efficiency improving experiences simultaneously.
• Solid working experience across KYC, KYB, complaints and other regulated customer operations processes, ideally coming from a Financial Services/ Fintech background
• Be a great stakeholder manager and collaborator, working comfortably with teams across product, engineering etc.
• Enjoy working in fast-paced, high-volume environments where prioritisation is key
• You bring energy, ownership and good judgement, and you know how to raise standards without creating unnecessary friction.
• You work well with smart, kind, hard-working people and enjoy being part of a team that expects a lot from itself.
• Have a data-led mindset, with the ability to spot patterns, identify pain points and turn insight into action.
• Have hands-on familiarity with support tooling and operational systems, including workflow design, automation, reporting and continuous improvement.

Why this role:

• You will join at a point where there is real momentum and genuine scope to shape how things are done.
• In a short space of time, there have been some real success stories in Customers Ops, in terms of promotions and development, including a Graduate who made Team Leader in under 12 months due to impressive performance.
• You will have the chance to learn a huge amount, work with smart people and build real operational muscle in a demanding environment.
• You will have visibility, ownership and the opportunity to make a meaningful impact.
• You will be part of a team that is kind, ambitious and collaborative, but also expects a lot and cares deeply about quality.
• There is strong upside for someone who performs well and wants to grow with the business.
• Opportunity to have an equity stake in a business that is already thriving! A rarity at this level!

Interview Process:

1st Stage: 30 Minutes Remote with COO and Customer Service Director (remote)

2nd Stage: 30 Minutes with Executive Assistant (remote)

3rd Stage: In person

Candidate Experience is really important to us. We will read and respond to every application. We do a screening call and meet as part of our process so please keep an eye out for a reply.