Customer Operations

At Gradient Labs , we’re on a mission to make exceptional customer service the norm. Founded in 2023 by a team of technical leaders from Monzo Bank, we’ve quickly gone from an idea to a growing team with customers you know (and probably love). Our AI agent helps businesses handle even the trickiest, high-stakes customer support queries safely and effectively, all while giving them the visibility and control they need to trust the outcomes. We’re a remote-first team but love getting together in London once a week to collaborate, catch up, and have occasionally been known to become overly competitive during socials (think arcade games or axe throwing). If you’re excited to tackle some of the hardest problems in AI and help shape the future of customer service, we’d love to hear from you. As our first Customer Ops hire, you will… Play a key role in ensuring our customers have a seamless experience with our AI agent. You\’ll support both external customers and internal teams, answering customer questions and helping them get the most out of our product. Provide technical support to customers, troubleshooting issues, and ensuring they have a seamless experience using our platform. Help customers optimise their AI agent’s knowledge store, ensuring the agent has all the relevant information to handle queries effectively. Identify and implement improvements to both customer-facing and internal processes, ensuring scalable, efficient support and making the AI agent more powerful over time. Become an expert in our technical product, answering customer questions, explaining features, and supporting them as they learn to maximise the platform. We’re looking for someone who… Has a few years of experience in customer support or a similar role, ideally in tech or AI, and is eager to grow in the field. Has a keen interest in helping customers build out and optimise their AI agent, making sure they have all the tools to deliver the best possible experience to their end-users. Is passionate about delivering exceptional customer service, with a high degree of attention to detail and organisational skills. Is a generalist problem-solver, able to adapt to a variety of challenges and find solutions across different areas of the business. Has strong communication skills, with the ability to explain technical concepts clearly and simply. Thrives in a dynamic work environment where things move quickly and is excited to take on new challenges as the company grows and our product evolves. Has a high aptitude for working with technical products. Why join Gradient Labs? This is a unique chance to be part of a team working with cutting-edge technology to reshape how businesses will operate in the future. Over the next 10 years, every company will need to embrace AI-powered operations to stay competitive, and this role puts you right in the middle of that transformation. You’ll tackle challenging and new problems, work with some of the most exciting brands across different industries, and be surrounded by a passionate, smart team that’s driven to build something groundbreaking. Questions What is the salary? The final compensation will depend on the relevant skills and experience of the candidate, but we aim to pay within the top 10% of comparable roles at seed-stage startups. Where is this role based? We\’re looking for someone who can come into the London office (close to Liverpool Street Station) at least once a week. #J-18808-Ljbffr