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- Tasks: Lead customer operations, design processes, and implement KPIs for a scaling tech startup.
- Company: Join an exciting tech startup that's transitioning from Series A to B growth.
- Benefits: Enjoy a dynamic work environment with opportunities for hands-on problem solving and collaboration.
- Why this job: Be part of a fast-paced team, improve customer journeys, and make a real impact.
- Qualifications: Experience in customer operations at a startup, strong communication skills, and a builder's mindset.
- Other info: Equal Opportunities employer; we value diversity and inclusion in our hiring process.
The predicted salary is between 36000 - 60000 £ per year.
We’re on the hunt for an experienced Customer Operations Lead to join an exciting tech business that is a startup that’s scaling up!
This role is perfect for someone who’s been through Series A or B growth and knows the operational growing pains of a scaling startup. You’ll bring that experience to help us design processes, implement KPIs, and ensure that every part of the Customer Service and Operations journey runs like a well-oiled machine.
CUSTOMER OPERATIONS LEAD ROLE
- Process building and refining – Design and implement scalable processes, especially around onboarding and case routing. Spot gaps and fix them before they become issues.
- Hands-on problem solving – Whether it’s sifting through customer queries or shadowing the CS team, you’ll dive in to really understand what’s working (and what’s not).
- Zooming out to zoom in – Take a step back to assess the full customer journey across Customer Support and Customer Ops. Then get into the details to fix pain points and improve efficiency.
- KPI implementation and reporting – Define and embed operational metrics and dashboards that help the team stay aligned, focused, and high-performing.
- Collaborative improvement – Work alongside the VP of Customer Operations, to create a seamless experience for customers.
CUSTOMER OPERATIONS LEAD MUST HAVES
- Proven Customer Operations experience in a Series A or B startup environment.
- Experience building and rolling out processes and KPIs across Customer Support and Operations teams.
- A builder’s mindset – you’re motivated by creating structure in fast-moving environments.
- Great with systems and tools – you know what tech stack works best at each stage of scaling.
- Not afraid to get your hands dirty – you’re comfortable diving into the weeds to figure things out.
- Excellent communication and collaboration skills. You know how to bring people with you.
If you feel that you fit the above criteria, then please apply today by submitting your CV to us. Please note that due to the high volume of applications that we receive only successful applicants will be contacted.
At Australasian Recruitment Company we are committed to an Equal Opportunities policy and make employment decisions by matching business needs with the skills and experience of candidates, irrespective of age, disability (including hidden disabilities), gender, gender identity or gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, or sexual orientation.
Customer Operations Lead employer: Australasian Recruitment Company
Contact Detail:
Australasian Recruitment Company Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Operations Lead
✨Tip Number 1
Familiarise yourself with the specific challenges faced by Series A and B startups. Understanding these operational growing pains will help you demonstrate your relevant experience during interviews.
✨Tip Number 2
Network with professionals in the customer operations field, especially those who have worked in scaling startups. This can provide you with insights and potentially valuable connections that could lead to referrals.
✨Tip Number 3
Prepare to discuss specific examples of processes you've built or improved in previous roles. Being able to articulate your hands-on problem-solving experiences will set you apart from other candidates.
✨Tip Number 4
Research the tech stack commonly used in customer operations for scaling businesses. Showing that you are knowledgeable about the right tools can impress interviewers and demonstrate your readiness for the role.
We think you need these skills to ace Customer Operations Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in customer operations, particularly in a Series A or B startup environment. Emphasise your skills in process building, KPI implementation, and problem-solving.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of the challenges faced by scaling startups. Mention specific examples from your past experiences that demonstrate your ability to design processes and improve customer journeys.
Highlight Relevant Skills: In your application, clearly outline your skills related to systems and tools that are effective in fast-paced environments. Show how your collaborative approach can benefit the team and enhance customer experience.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any errors. Ensure that your communication is clear and professional, as this reflects your attention to detail and commitment to quality.
How to prepare for a job interview at Australasian Recruitment Company
✨Showcase Your Startup Experience
Make sure to highlight your previous experience in Series A or B startups. Discuss specific challenges you faced and how you overcame them, as this will demonstrate your understanding of the operational growing pains that come with scaling.
✨Demonstrate Process Improvement Skills
Prepare examples of processes you've designed or refined in past roles. Be ready to discuss how these improvements impacted customer operations and efficiency, showcasing your ability to spot gaps and implement effective solutions.
✨Emphasise Hands-On Problem Solving
Share instances where you actively engaged with customer queries or collaborated with teams to resolve issues. This will illustrate your willingness to dive into the details and understand the customer journey from multiple perspectives.
✨Communicate Collaboration Effectively
Highlight your communication and collaboration skills by discussing how you've worked with cross-functional teams in the past. Provide examples of how you brought people together to achieve common goals, which is crucial for creating a seamless customer experience.
