About the Company
We are rebuilding the energy transaction, making it transparent and fair. Our goal is to put power back to customers and to tackle low‑cost electricity access.
The Role
Operations Lead for our Onboarding and Service cross‑functional Engine.
This is a role for someone who thinks in systems, spots gaps before they become problems, and is as comfortable designing a new process as they are getting stuck into resolving an urgent operational issue. You’ll set the strategy for CX operations, define the standards, and make sure the system runs reliably and scales well.
What You’ll Do
Systems, tools and automation
- Act as the operational backbone, maintaining and monitoring core workflows and systems so they are reliable, well‑documented, and built to scale.
- Build and improve operational automations that route work intelligently, reduce manual effort, and align with business logic.
- Define triage protocols so customer queries are routed and resolved efficiently. Own the resolution of key operational issues, including hands‑on support when needed.
Process design and operational quality
- Work closely with the CX Lead to scope, develop, and continuously improve the operational processes that underpin customer experience at the company, translating CX strategy into a reliable, documented, and scalable operating system.
- Liaise across teams to ensure operational processes are understood, joined up, and designed to scale, bringing coherence to how work flows across the business.
- Track and analyse customer issues to identify patterns, bottlenecks, and repeat offenders. Partner with Product to remove recurring friction and prepare CX for scale.
- Identify gaps in the operating system and make well‑reasoned decisions about how and when to fill them, balancing short‑term fixes with long‑term architecture.
- Make hard prioritisation and trade‑off calls aligned with the company’s North Star and goals.
Cross‑functional partnerships
- Partner with Product, Engineering, and Product Marketing to scope and QA internal and customer‑facing releases, bringing an operational lens to everything.
- Liaise with other Ops leads as the agentic layer is built out, striking the right balance between automated and human CX structures and systems.
People, knowledge and communication
- Mentor and guide junior Operations team members, supporting their growth without doing the work for them.
- Ensure knowledge is shared and processes are documented so the team can operate without single points of failure.
- Communicate clearly and proactively with stakeholders across all levels keeping the right people informed without creating noise.
What We’re Looking For
- A background in Support Operations or CX Operations with an understanding of how these functions work, what breaks them, and how to make them excellent.
- Someone who owns strategy and executes; you’re not here to think out loud and delegate. You’ll roll your sleeves up.
- Strong systems thinking: you see the long‑term shape of things, understand sequencing, and can make clear trade‑off decisions.
- Hands‑on experience with CX platforms (Intercom or similar), automation tooling (n8n, Retool, or equivalent) and CRM tools (HubSpot or similar).
- Confidence with CRM tools, ideally HubSpot.
- Clear, direct communication skills, written and verbal, with the ability to document processes in a way that others can actually use.
- Comfortable working with technical teams and holding your own in conversations about tooling, automation, and agentic systems.
- Someone who spots gaps, takes ownership, and doesn’t wait to be asked.
Benefits and Perks
- Salary aligned to internal benchmarks and reviewed twice a year.
- Stock options so everyone has ownership in our mission.
- 25 days holiday plus public holidays. Swap public holidays for the ones that matter most to you, and enjoy your birthday off.
- Remote first and flexible working, with clear core hours and no internal meetings on Friday afternoons.
- Home working and wellbeing budgets: up to £1,200 or €1,200 per year for your remote setup. Up to £150 or €150 per month for wellbeing.
We welcome applications from people of all backgrounds, experiences, and identities, including those that are traditionally underrepresented in the tech and energy sectors. If you’re excited about this role but not sure you meet every requirement, we’d still love to hear from you. Your unique perspective could be exactly what we’re looking for.
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