Senior Customer Operations Executive in City of London

Our Mission
We’re not your average benefits platform — we’re the driving force that uplifts people’s lives. Our technology connects the entire benefits ecosystem, creating better outcomes for employers, employees, brokers, and providers. Our mission is clear: to build a world where everything works at its best, ensuring every employee gets the support they need to thrive—both at work and beyond.

Your Mission
Customer Operations at Ben is the foundation of our customer, product and internal operations. As a Senior Customer Operations Executive, you will work closely with our newest customers and benefit providers, ensuring the way we integrate and work with these parties is streamlined and as efficient as possible. The operations team are at the heart of Ben, making sure the trains run on time, as well as identifying opportunities for continuous improvement as we scale. As a growing company, this role requires flexibility, curiosity, and a willingness to take ownership of new challenges as our processes, products, and partnerships evolve.

Your Responsibilities
What you’ll be working on:

• Own the identification, prioritisation, and delivery of improvements to operational processes across provider onboarding, fulfilment, audits, and ongoing data exchange with partners, ensuring scalability, reliability, and efficiency as Ben grows.
• Partner closely with Product, Engineering, Customer Success, TAMs, CSMs, and Support to deliver cross functional initiatives, including audit readiness during launches and renewals, operational support for new product features, and the rollout of new tools or workflows.
• Act as an operational voice in cross functional discussions, helping shape how Customer Operations scales and evolves, not just executing existing processes but actively influencing future ways of working.
• Take end to end ownership of defined improvement initiatives, from problem definition and stakeholder alignment through to delivery, documentation, and ongoing iteration.
• Proactively shift focus during quieter onboarding cycles to high impact internal work that increases long term team capacity, such as audit execution, data quality reviews, operational cleanups, automation initiatives, and reduction of technical or operational debt.
• Own the management and resolution of backlogs across operational systems such as Jira and Zendesk, improving response times, clarity, and overall operational hygiene.
• Provide hands-on support to the wider Operations team, unblocking issues, resolving provider queries, and stepping in where additional capacity or experience is required.
• Lead complex operational, data, or provider related investigations, working directly with external partners and internal stakeholders to identify root causes, define corrective actions, and drive issues through to resolution.
• Act as a point of escalation for urgent or ambiguous operational issues, coordinating across teams to ensure clear ownership, timely resolution, and minimal customer or provider impact.
• Communicate clearly and confidently with both external partners and internal stakeholders, providing structured updates, clear recommendations, and documented outcomes.

Your Skills and Experience
Proven experience in an operational / support / project management or a technical account management role in a B2B saas environment. Excellent verbal and written communication skills, including a well formulated and structured approach when interacting with external parties and good presenting skills. Tech Savvy - great knowledge of Google Suite, g-Sheets, Excel and ability to identify new tools that support process improvement. A good understanding of how to integrate tech systems and tools together. The devil is in the detail - strong attention to detail is a must. Demonstrated success in working individually and on cross-functional projects with ability to organise and prioritise workload whilst managing multiple project milestones. Ability to identify opportunities and pain points, using a strategic approach to problem solve. Good understanding of information security and how to apply it to sensitive customer data.

You will not love this role if you…
Prefer a slow or highly predictable pace; we move quickly and value action. Feel uncomfortable owning projects end-to-end and being accountable for outcomes. Prefer maintaining the status quo; we challenge assumptions and improve constantly. Want a heavily structured environment; we’re still building processes as we grow. Struggle with ambiguity or prefer prescriptive direction; you’ll get context, but you’ll need to figure things out. Wait for others to take initiative; this is a proactive, high-performance team.

Our Compensation & Benefits
It’s important to us to practise what we preach when it comes to our benefits. We know what good looks like and we want to provide the best for our team, with a comprehensive and inclusive benefits package. This means you have a choice over the things that are most important to you.

• Competitive base salary + equity, so you own what you build.
• £100 monthly personal Ben Balance: for whatever works for you, whether that’s Netflix, Spotify, or a really expensive cup of coffee! This allowance will increase by £50 for each year of service until you reach £250.
• Weekly lunch provided in office so you can spend quality time with the team over some tasty food!
• 28 days of holidays a year plus bank holidays. Also, your annual holiday entitlement will increase to 30 days after your 3rd year of service!
• Day off for your birthday.
• Work-from-abroad scheme, so you can support your travels, enjoy an extended holiday, or visit loved ones.
• Enhanced parental leave and workplace nursery scheme to support with the cost of childcare in a nursery setting.
• Comprehensive Private Medical Insurance.
• Funded Life Assurance cover with the option to voluntarily increase - this also includes an annual health check.
• Comprehensive and tailored mental health support and professional coaching through a leading provider.

Diversity and Culture at Ben
We are organically growing a brilliantly diverse, inclusive and respectful bunch of people we are extremely proud of. All applications are welcome. If you need any adjustments to support you with your application, just let us know by emailing jobs@thanksben.com.