Operations Associate - Customer Strategy, Success and Support

London - Shoreditch

Our founding team met while building the GoCardless product (a UK fintech unicorn). We left to create Effra which is dropping AI into the heart of finance in the health industry. Every day we speak with overburdened clinic owners and their stressed staff about the money they’re losing, then offer them our business‑changing financial platform that just gets them paid. We use AI to automate the process of billing and getting paid by health insurers which is otherwise a huge time vampire and a dreadful experience for them and their patients. After strong early traction and rapid revenue growth, we’re entering our next phase of scale and looking for an Operations Associate to help us build the foundations that will support 10x growth. It’s a hands‑on, builder role for someone who enjoys turning messy, ad‑hoc processes into clear, scalable systems - while staying close to customers and real problems.

The Role: You’ll work closely with the founders to design, own, and scale customer onboarding and support operations. Right now, things move fast - which means some processes exist, some don’t, and some need rebuilding properly. This role exists to fix the root causes, not just patch gaps. You’ll be trusted with real ownership and the autonomy to shape how customer experience and operations scale from day one.

What You’ll Do:

• Customer onboarding & experience

• Own and continuously improve the end‑to‑end onboarding journey
• Identify friction points and redesign processes to reduce time‑to‑value
• Work directly with customers to understand patterns, edge cases, and pain points

• Build scalable, self‑serve support (help centre, FAQs, AI‑driven support tools)
• Create clear Looms, written guides, and internal playbooks

• Design pragmatic workflows that reduce manual work for founders and the team
• Identify opportunities to automate or systemise recurring tasks
• Help define how onboarding and support should operate as customer volume grows

• Act as a trusted operator on customer‑facing initiatives
• Own delivery on projects even when the problem isn’t fully defined
• Collaborate closely across product, operations, and commercial priorities

This is about building the machine, not just running it.

What We’re Looking For: We care less about a specific background and more about how you think and execute. You’re likely to have:

• Strong process and systems thinking — you instinctively look for structure and scale
• A pragmatic mindset — simple, effective solutions over over‑engineering
• Comfort working directly with customers, with strong written and verbal communication
• The ability to turn messy work into clear documentation and repeatable processes
• High ownership - if something’s broken, you fix it
• Comfort with ambiguity and fast‑changing priorities
• A “no task too small” attitude, paired with long‑term thinking

You will most likely have:

• 2+ years consultancy or a similar experience
• A track record of delivering across varied, hands‑on environments
• A desire to see the execution, not just the consulting phase

What You’ll Get:

• High ownership and real impact at an early‑stage, VC‑backed company
• Direct exposure to founders and strategic decision‑making
• The chance to define how customer experience and operations scale
• Broad scope with room to grow as the company grows
• A London‑based team that values being together, with flexibility where needed

Apply here or email kieran@motivegroup.co.uk