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: Exciting opportunity to shape the future of customer interactions in education.
- Why this job: Make a real impact by improving customer experiences and driving business growth.
- Qualifications: 4+ years in customer operations, with hands-on AI support experience.
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 in Slough 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 Farringdon office where you can directly impact the educational journeys of families across the UK. With competitive salaries, a supportive environment, and a commitment to leveraging AI for enhanced customer interactions, we offer a meaningful and rewarding career path for those passionate about education and technology.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Lead in Slough
✨Tip Number 1
Get to know the company inside out! Research Exam Papers Plus, their mission, and how they support families. This will help you tailor your conversations and show that you're genuinely interested in what they do.
✨Tip Number 2
Practice your pitch! Be ready to discuss your experience with AI support tools and customer operations. We want to hear about your hands-on experience, so prepare some examples that highlight your skills.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insights into the company culture and maybe even give you a heads-up on what the interviewers are looking for.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re proactive and serious about joining the team at Exam Papers Plus.
We think you need these skills to ace Customer Operations Lead in Slough
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 see candidates who genuinely care about making a difference.
Highlight Your AI Experience:Since this role is all about AI-first support, make sure to showcase any hands-on experience you have with AI tools. Whether it's chatbots or automated triage systems, we want to know what you've built and how it made an impact!
Be Clear and Concise:Keep your application straightforward and to the point. Use bullet points where possible to highlight your skills and achievements. We appreciate clarity, and it helps us quickly see why you're a great fit for the role.
Apply Through Our Website:Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at StudySmarter!
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 with these technologies and how you've implemented them in past roles.
✨Showcase Your Customer Insight
Prepare examples of how you've gathered customer feedback and used it to drive business decisions. This role is all about understanding customer needs, so be ready to share specific instances where your insights led to positive outcomes.
✨Demonstrate Your Automation Mindset
Think of repetitive tasks you've streamlined in previous jobs. Be prepared to discuss how you identified these tasks and the solutions you implemented to automate them, showcasing your proactive approach to efficiency.
✨Be Ready for Role-Play
Since this position involves direct customer interaction, practice handling a mock outreach call. Show that you can engage with customers confidently, understand their needs, and identify upsell opportunities during the conversation.
