Platform Operations Associate in London

DASH is a high-growth tech startup in the employee benefits space, on a mission to get more people cycling. We've reimagined the UK's long-standing Cycle-to-Work scheme, turning it from a forgotten perk into the benefit employees actually ask for - growing over 4X in the last 12 months. We've built the leading platform in the market - a marketplace aggregating thousands of products, price-matching them, and letting employees pay directly from salary, saving up to 47%. We've also recently brought DASH Flex to market: a virtual card unlocking the same savings on Lime, Forest, Voi and more. We're relentless, we move fast, and we like to win. This is a rare opportunity to sit at the centre of our growth.

You'll be the calm, capable presence keeping the day-to-day operations of the platform running smoothly: the first point of contact for our clients and customers, and the person turning what you learn on the front line into real product improvements. You'll become a genuine platform expert, work directly with Product and Engineering to close the loop on what you find, and pick up skills across support, operations, and client services faster than you would almost anywhere else. In a fast-moving startup, your impact shows up quickly, and this role will be your key to developing a first-in-class employee benefit platform.

What you'll do:

• Become a platform expert: build a deep, end-to-end understanding of how the DASH platform works, so you're the go-to person for how things operate, both internally and externally.
• Get hands-on and troubleshoot: use your knowledge and customer feedback to spot what's not working, flagging issues and proposing solutions to the Product and Engineering teams.
• Handle the front line of support: be the first point of contact for customers and clients across email, phone, and chat, resolving quick questions and trickier problems with speed and care.
• Support client services: work with the client team to provide platform expertise and assist with recurring tasks such as onboarding and resolving queries.
• Contribute to continuous improvement: be on the lookout for a smoother step and take matters into your own hands, experimenting with AI tools and automations to close any gaps you spot.

What success looks like (first 3 months):

• 30 days: You have a strong understanding of DASH, Cycle to Work and how we fit in the wider employee benefits landscape. You are comfortable navigating our platform and core support tools. You're handling straightforward customer inquiries independently.
• 60 days: You're using our full range of support channels with minimal oversight, including handling employer-side tasks and queries. You're identifying issues and flagging them to the product team.
• 90 days: You're well on your way to becoming a platform expert; you handle operational tasks with ease, and can respond to complex queries with speed and clarity. You're taking ownership, using what you've already learned alongside AI tools to shape workflows, documentation and tooling.

About you (this is really important):

• Experience in a customer-facing role: support, service, hospitality, retail, or similar where you've handled real people, real problems, and real pressure.
• Genuinely curious and hungry to learn: you want to understand the 'why', and be part of a team that moves fast, experiments, and uses AI tools to get better at what it does.
• A strong problem solver: able to break down an unfamiliar issue, work through it logically, and land on a solution, but also know when to ask rather than guessing.
• Personable and friendly: customers should feel like they're talking to someone who genuinely wants to help, not just process a ticket.
• Not afraid to have a point of view: whether it's a new idea or a different way of doing things, you’re naturally inventive and willing to share rather than staying quiet.
• A team player who knows when to escape: you collaborate well and raise issues without ego, rather than sitting on them or trying to solve everything solo.
• Calm and reliable under pressure: you prioritise clearly, stay organised, and follow through even when there's a lot on.
• Strong written communication: clear, human, and easy to understand, even when explaining something technical.

Requirements:

• Right to work in the UK.
• Speak English to a native / business professional standard.
• Willing to work in the office, probably 5 days a week - we want to teach you everything we know, make you feel part of the team and get you to the top of your game - for us, that means we need you in the office.

Benefits: Pension, 28 days holiday, Cycle to Work via DASH, free daily lunches, regular team socials.

If you're excited but a little scared to apply because you don't think you have it all - research shows that some people are less likely to apply to a job unless they meet every single criterion. At DASH, we're committed to building diverse teams, so we'd encourage you to apply even if your past experience doesn't align perfectly with the requirements. Be brave.