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- Tasks: Support customer operations and manage systems in a dynamic healthcare and education business.
- Company: Join a forward-thinking company focused on healthcare and online education.
- Benefits: Flexible part-time hours, long-term role, and opportunities for growth.
- Why this job: Make a real difference by enhancing customer experiences and streamlining operations.
- Qualifications: Experience in customer support or operations and strong communication skills.
- Other info: Work independently in a supportive environment with clear expectations.
The predicted salary is between 24000 - 36000 £ per year.
I am hiring a customer operations and systems manager to support an established healthcare and online education business. This role combines customer support, sales support, email management, SOP maintenance, and systems execution.
The ideal candidate can manage multiple workstreams, operate independently, and move between customer-facing work and backend systems without constant oversight.
Core Responsibilities- Customer Support & Communication
- Respond to customer inquiries across email and platforms using defined boundaries
- Handle routine issues independently and escalate appropriately
- Maintain professional, calm, and consistent communication
- Track recurring customer issues and flag patterns
- Sales & Membership Support
- Respond to membership and product inquiries
- Explain membership tiers and options accurately
- Support onboarding, access issues, and basic troubleshooting
- Identify when a conversation needs escalation
- Email & Inbox Management
- Manage inboxes using examples and SOPs
- Draft, send, and organize responses
- Tag, prioritize, and close loops
- Reduce unnecessary back-and-forth
- SOP & Process Management
- Follow existing SOPs and improve clarity where needed
- Document processes as they evolve
- Identify gaps and propose updates
- Maintain organized systems in Google Drive
- Systems & Tool Execution
- You will actively work inside the following tools:
- AWeber (email lists, tagging, automations)
- Canva (simple graphics, PDFs, updates — not heavy design)
- StreamYard (webinar setup, scheduling, basic troubleshooting)
- Voiceflow (logic trees, updates, testing)
- WordPress (content updates, uploads, basic edits)
- Zapier (monitoring and light adjustments to automations)
- Google Drive (file organization, SOPs, documentation)
You are not expected to be an expert in all tools on day one, but you must be comfortable learning systems independently and troubleshooting without step-by-step guidance.
Decision Scope- You are expected to:
- Handle routine customer, sales, and systems tasks independently
- Decide when an issue can be resolved using existing information
- Escalate only when something is outside scope or carries risk
- You are not expected to:
- Provide medical or clinical advice
- Make business or legal decisions
- Customer inquiries handled accurately and efficiently
- Fewer repetitive questions over time
- SOPs kept current and organized
- Systems tasks completed without reminders
- Reduced need for founder involvement in daily operations
- Prior experience in customer support or operations
- Comfort working across multiple software platforms
- Strong written communication
- Ability to manage tasks independently
- Ability to work from examples rather than scripts
- Experience in healthcare, education, or membership platforms
- Familiarity with automation and workflows
- Process improvement experience
Please include the following in your proposal:
- A brief summary of your experience managing both customer communication and backend systems
- Which of the listed tools you have direct experience with
- A short draft response to this scenario: A customer is frustrated and asking for guidance you are not qualified to provide. Respond professionally, supportively, and set appropriate boundaries.
Proposals that do not address these points will not be reviewed.
Engagement Details- Part-time to start
- Long-term role for the right candidate
- Clear expectations and direct feedback
- Contract duration of more than 6 months, with 40 hours per week.
Operations & Executive Support Assistant (High-Autonomy) employer: FreelanceJobs
Contact Detail:
FreelanceJobs Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations & Executive Support Assistant (High-Autonomy)
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since this role involves a lot of customer interaction, try role-playing common scenarios with a friend. This will help you feel more confident when handling inquiries during interviews.
✨Tip Number 3
Show off your tech-savviness! Familiarise yourself with the tools mentioned in the job description. Even if you’re not an expert, being able to discuss how you’d approach learning them can really impress the hiring team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and serious about the opportunity!
We think you need these skills to ace Operations & Executive Support Assistant (High-Autonomy)
Some tips for your application 🫡
Show Us Your Experience: When you're writing your application, make sure to highlight your experience in customer support and backend systems. We want to see how you've managed similar tasks before, so don’t hold back on those details!
Familiarity with Tools is Key: Mention any tools from the job description that you’ve used before. Whether it’s AWeber or Google Drive, let us know how comfortable you are with them. This will help us understand how quickly you can get up to speed!
Draft a Thoughtful Response: For the scenario we provided, take your time to draft a professional response. Show us how you would handle a frustrated customer while setting clear boundaries. This is your chance to demonstrate your communication skills!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves.
How to prepare for a job interview at FreelanceJobs
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the job description. Familiarise yourself with the core responsibilities and required skills, especially around customer support and systems management. This will help you tailor your answers to show how your experience aligns perfectly with what they’re looking for.
✨Showcase Your Communication Skills
Since this role involves a lot of customer interaction, be prepared to demonstrate your communication skills. Think of examples where you've handled customer inquiries or resolved issues effectively. Practising responses to potential scenarios can also help you feel more confident during the interview.
✨Familiarity with Tools is Key
You don’t need to be an expert in every tool listed, but showing that you’re comfortable learning new systems is crucial. If you have experience with any of the tools mentioned, like AWeber or Google Drive, be ready to discuss how you’ve used them in past roles. If not, express your eagerness to learn and adapt.
✨Prepare for Scenario Questions
Expect to be asked how you would handle specific situations, especially regarding customer frustrations. Prepare a thoughtful response to the scenario provided in the application instructions. This will not only show your problem-solving skills but also your ability to maintain professionalism under pressure.
