At a Glance
- Tasks: Build and run AI-driven customer operations, enhancing support and engagement.
- Company: Join Exam Papers Plus, a trusted partner in exam preparation for over 100,000 families.
- Benefits: Competitive salary, pension scheme, and a dynamic work environment.
- Other info: Work in a collaborative team, with opportunities for personal and professional growth.
- Why this job: Make a real impact by improving customer experiences and driving business growth.
- Qualifications: 4+ years in customer operations, experience with AI tools, and a passion for education.
The predicted salary is between 50000 - 60000 £ per year.
About Us
As one of the UK's most trusted partners in high-stakes exam preparation, Exam Papers Plus is redefining the path to success. Trusted by over 100,000 families, we deliver a structured, data-driven experience that adapts in real-time to individual learning profiles. Our mission is to build the knowledge, mastery, and confidence required for peak performance, supporting every learner through every major academic milestone.
Your Role
This is an AI-native, player-coach role. You will personally build and run our customer operations from scratch, using automation to handle routine queries so you are free to do what matters: work with customers to understand what they need, and feed that intelligence back into the business. You will own the tech stack, own the customer relationships, and own the commercial insight that comes from being closer to our families than anyone else in the company.
What you'll be responsible for:
- Build and run our AI-first support infrastructure: call centre tooling, automated triage, knowledge base, chatbot flows, and response templating. You build it, you own it.
- Be the primary point of contact for high-value customer conversations, personally leading outreach calls with families to gather feedback, support retention, and identify upsell opportunities.
- Feed front-line customer insight into product, content, and campaign decisions.
- Lead outbound initiatives where customer intelligence points to clear commercial opportunity.
- Own the reporting on automation performance, customer satisfaction, and commercial outcomes.
What you'll bring
- AI and Technology
- Hands-on experience implementing AI support tooling: chatbots, automated triage, AI call centre platforms. We will ask you to walk us through something you have personally built.
- Comfortable working with modern CRM (Attio) and support platforms (Freshdesk), AI call automation (Retell, 11Labs).
- Automation-first mindset: when you see a repetitive task, you design it out.
Experience and Background
- 4+ years in customer-facing operations, ideally in SaaS, EdTech, or consumer tech.
- Equally comfortable building a workflow and picking up the phone to a customer.
- Commercially aware, with the confidence to spot and act on retention and upsell opportunities.
- Knowledge of education or the parent mindset is a genuine bonus.
Mindset
- Self-directed. You do not need a team around you to make progress.
- Excited by AI as a way to unlock better human interactions, not just cut costs.
- Curious about customers and confident feeding insight upward.
What success looks like
- Routine queries resolve automatically.
- Your time goes on the conversations that matter.
- A proactive outreach programme generating real commercial value through retention and upsell.
- You are the person in the business who knows the customer best, and it shows in the decisions being made around you.
What's on offer
- Reporting to: Head of Operations
- Salary: £50,000 to £60,000 depending on experience
- Pension: 5% matched
- Location: UK-based, minimum 2/3 days a week in our Farringdon office (London)
Customer Operations Lead employer: EXAM PAPERS PLUS
At Exam Papers Plus, we pride ourselves on being a forward-thinking employer that values innovation and employee growth. Our collaborative work culture fosters creativity and encourages team members to take ownership of their roles, particularly in our dynamic London office. With a focus on AI-driven solutions and customer engagement, we offer unique opportunities for professional development while making a meaningful impact on the educational journeys of families across the UK.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Lead
✨Tip Number 1
Get to know the company inside out! Research Exam Papers Plus and understand their mission, values, and what makes them tick. This will help you tailor your conversations and show that you're genuinely interested in being part of their journey.
✨Tip Number 2
Practice your pitch! When you get the chance to speak with someone from the company, be ready to share your experiences and how they align with the role. Highlight your hands-on experience with AI support tooling and customer operations – make it personal!
✨Tip Number 3
Don’t shy away from asking questions during your conversations. Show your curiosity about their customer base and how you can contribute to improving their experience. This not only demonstrates your interest but also gives you valuable insights into the role.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and serious about joining the team at Exam Papers Plus. Let’s get you in there!
We think you need these skills to ace Customer Operations Lead
Some tips for your application 🫡
Show Your Passion for Customer Operations:When writing your application, let us see your enthusiasm for customer operations. Share specific examples of how you've improved customer experiences in the past. We love to hear about your hands-on experience and how you’ve used tech to make a difference!
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and fluff. Highlight your key achievements and skills that align with the role, making it easy for us to see why you're a great fit.
Tailor Your Application:Make sure to customise your application for this specific role. Reference the job description and connect your experience with what we’re looking for. This shows us that you’ve done your homework and are genuinely interested in joining our team.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it makes the process smoother for everyone involved!
How to prepare for a job interview at EXAM PAPERS PLUS
✨Know Your Tech Stack
Make sure you’re familiar with the AI support tools mentioned in the job description, like chatbots and CRM platforms. Be ready to discuss your hands-on experience and even walk them through a project you've built. This shows you’re not just a talker but someone who can get things done.
✨Show Your Customer-Centric Mindset
Prepare examples of how you've engaged with customers in the past. Highlight any instances where you gathered feedback or identified upsell opportunities. This role is all about understanding customer needs, so demonstrating your curiosity and proactive approach will set you apart.
✨Emphasise Your Automation Skills
Since this position requires an automation-first mindset, come prepared with specific examples of how you've streamlined processes in previous roles. Discuss any repetitive tasks you’ve designed out and how that improved efficiency. This will show you’re aligned with their goals.
✨Be Ready for Scenario Questions
Expect questions that ask how you would handle specific customer situations or operational challenges. Think through potential scenarios related to customer retention and upselling, and be ready to share your thought process. This will demonstrate your strategic thinking and problem-solving skills.
