Customer Operations Manager
Location: London
Salary: £40,000 - £60,000 per annum
About the Job
We're looking for an experienced Customer Operations Manager to lead our global customer operations and help us build a world‑class, digital‑first support experience. This is a hands‑on role that blends strategic thinking with day‑to‑day execution, ideally suited for someone who thrives in fast‑paced environments and wants to grow with the business.
You’ll be responsible for scaling and optimizing our support function across tools, processes, partners, and platforms. You will be the voice of the customer internally, using data and feedback to improve how we support, engage, and retain our users across the globe.
This is a tough but rewarding role, best suited to someone who’s ready to roll up their sleeves, bring structure and discipline to a growing operation, and build something meaningful over the next few years.
Key Responsibilities
Support Operations and Customer Experience
- Lead our 24/7 global customer support operation, including ticket handling, live chat, email, and social channels.
- Use Freshdesk as the core tool for support, ensuring it is set up for efficiency, reporting, and scale.
- Build and manage internal and third‑party agent workflows, SOPs, and knowledge base content.
- Continuously improve the customer journey from onboarding through to issue resolution.
Data and Performance Ownership
- Own all key support KPIs, including CSAT, NPS, ticket volume, first response time, resolution time, and more.
- Analyse data daily to identify root causes of repeat issues, trends, or inefficiencies.
- Produce clear weekly and monthly performance reports with insight‑driven actions.
- Make fast, data‑informed decisions to improve both support operations and overall customer experience.
Digital‑First Thinking and Automation
- Design digital support journeys that leverage self‑service and automation wherever possible.
- Use automated workflows that reduce manual effort.
- Collaborate with product and tech teams to identify customer pain points and resolve them at the source.
Customer Insight and Cross‑Team Collaboration
- Act as the internal voice of the customer, sharing structured feedback to help improve product and service quality.
- Work closely with product, engineering, and commercial teams to advocate for customer needs.
- Lead customer journey mapping exercises to remove friction and enhance satisfaction.
Risk and Compliance Oversight
- Ensure support processes comply with data privacy regulations, including GDPR.
- Handle fraud, abuse, and chargeback cases in coordination with finance and legal teams.
- Own escalation workflows and ensure high‑priority issues are resolved quickly and fairly.
What We're Looking For
Must‑Haves
- 5+ years of experience in customer support or customer experience, ideally in a digital‑first, global business.
- Strong hands‑on knowledge of Freshdesk (or similar platforms like Zendesk or Intercom).
- Proven track record in leading support operations in a 24/7/365 environment.
- Data‑driven mindset, with the ability to interpret performance metrics and implement changes based on insight.
- Ability to lead strategy while also being deeply hands‑on. You'll need to write the playbook, run the reports, talk to customers, and build the processes.
- Experience with automation tools and a deep understanding of customer workflow design.
- Excellent communication and stakeholder management skills, especially when handling cross‑functional issues.
- Grit, resilience, and a growth mindset. This is a high‑effort, high‑reward role.
Nice‑to‑Haves
- Experience in telecom, eSIM, travel tech, or subscription‑based businesses.
- Exposure to fraud workflows, payment disputes, or regulatory complaint handling.
- Understanding of self‑service design and proactive support strategies.
What You Can Expect
- A critical role in shaping how global travellers experience our brand.
- A startup environment with autonomy, ownership, hard work and opportunity for growth.
- Remote‑first working culture with flexible ways of working.
- A mission‑driven team solving real customer problems at scale.
If you're someone who thrives on solving problems, loves making data‑driven decisions, and wants to take full ownership of building an exceptional support experience, we'd love to hear from you.
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