At a Glance
- Tasks: Design and improve customer success processes using cutting-edge tools and AI solutions.
- Company: Join JustPark, a leader in simplifying the parking experience for drivers and businesses.
- Benefits: Enjoy 25+ days holiday, free lunches, private medical insurance, and more perks.
- Other info: Dynamic team environment with opportunities for growth and collaboration across the UK and US.
- Why this job: Make a real impact by optimising processes and using AI to enhance customer success.
- Qualifications: 5+ years in client success or similar roles, with strong technical and process design skills.
The predicted salary is between 60000 - 75000 £ per year.
About JustPark
JustPark is the premier partner offering both B2B solutions for destinations and B2C services for drivers, simplifying the entire parking experience. Our platform makes it simple for drivers to find, book, and pay for parking while empowering our operating partners to deliver exceptional parking experiences.
About the Role
The CS Ops and Enablement specialist will own the operational backbone of our CS organisation: building processes/playbooks, configuring our core toolstack, and using modern AI tooling to build internal solutions for the team. This role requires someone who understands customer success from the inside and can translate that into systems and workflows that deliver better results for our clients and our business. This role can be based in our London office and will work with teams across the US and UK.
What You’ll Do
- Process & Enablement
- Partner with Ops leadership to design, document, and continuously improve processes — from onboarding playbooks to renewal workflows and escalation paths.
- Build and maintain a library of templates, email sequences, call frameworks, and internal guides.
- Run onboarding and ongoing training for CS team members across UK and US markets.
- Core Systems & Tooling
- Planhat is our primary tooling for the success team.
- Own day-to-day administration, including segment logic, health scores, automation rules, computed fields, and dashboards.
- Create and continuously improve complex and custom integrations.
- Maintain and improve our BigQuery, Salesforce and Zendesk integrations, working with relevant platform admins where necessary.
- Contribute to reporting dashboards (Tableau & Claude) which surface success data for executive leadership.
- Manage data integrity across platforms.
- AI-enabled Builder
- Use AI (Claude Code, Replit, etc) to build solutions which solve CS pain points and increase efficiency.
- Develop internal-facing tooling; scalable tools for tracking, workflows, reporting, etc.
- Implement AI skills/similar for the success team to improve speed and quality.
- Utilise AI agents to handle routine client enquiries and automate repetitive tasks.
- Collaborate with the product and engineering team to share insights that inform feature development and integrate success tooling with core products.
What Success Looks Like
- 30 days
- Established relationships with success/ops teams in both US and UK.
- Reviewed Planhat implementation and agreed action plan for improvement & uptake.
- BigQuery client data reliably surfacing in Planhat.
- Developed or improved at least one process.
- 60 days
- Implemented 4 or more workflows in Planhat, including at least one which uses client data from BigQuery.
- Established a library of playbooks and templates with initial assets created and a prioritised list of assets to produce.
- Published at least 2 internal tools or agents which deliver measurable improvements.
- 90 days
- Planhat is clean, well-structured and trusted by the team (the action plan from first 30 days has been delivered).
- Established cadence of continuous improvement for Planhat, playbooks, templates, etc.
- Supporting multiple members of the broader US and UK team to build and iterate on internal tools and agents.
Must Have
- 5+ years of experience in client success, account management, revenue operations or similar role.
- Hands-on experience as an admin for Planhat, Salesforce or comparable platforms.
- Strong process design instincts.
- Technical fluency to read API specs, review logs and write basic SQL/python/similar scripts.
- Clear written communication skills.
- Excellent interpersonal skills with the ability to communicate clearly and credibly across teams and levels.
- Strong organisational skills, able to work independently and take ownership of assigned tasks in a fast-paced environment.
Nice-to-have (technical)
- Experience using ChatGPT Codex, Claude Code or similar to ship working solutions.
- Experience as an admin for Jira, Zendesk, Asana or other similar tooling.
- Experience building reports/dashboards with Tableau, PowerBI or similar tooling.
Nice-to-have (background)
- Experience in start-up and/or scale-up businesses.
- Experience working with teams and/or clients across multiple time zones.
- Experience working in B2B2C environments involving both B2B clients and end-users.
- Background in parking technology, mobility, event management or venue operations.
You're Probably a Good Fit If…
- You enjoy working across a wide range of tools and domains.
- You are passionate about process optimisation.
- You are excited about using AI-development tools to ship working solutions quickly.
Recharge your batteries
- Generous holiday policy: 25 days + bank holidays + managers can grant up to 5 extra days for high performance (total of 38 days a year).
- Free lunch on all office days via Feedr with daily meal choice.
- Free snacks & drinks on all office days.
Investment in you and your wellbeing
- Private Medical Insurance with Vitality.
- Life assurance through YuLife.
- £25 credit for eye tests per year.
- Free O2 concert tickets through our partnership with the O2.
Simplifying journeys so you can breathe easier
- £50 parking credit per month via JustPark.
- Cycle-to-work salary sacrifice scheme.
- EV salary sacrifice car scheme via Octopus Energy.
We look out for your family
- Enhanced parental leave with 6-months enhanced maternity leave and 4 weeks fully-paid paternity leave.
- Help finding great childcare with funded hours via Koru Kids.
Look after the pennies
- Competitive pension offering with standard and salary sacrifice options.
Success is best when it's shared
- Quarterly away days with the whole UK team.
- Quarterly team social budget.
- Social activities and celebrations on our gorgeous rooftop in King's Cross.
CS Ops & Tooling Engineer employer: Justpark
JustPark is an exceptional employer that prioritises employee well-being and growth, offering a generous holiday policy of up to 38 days a year, private medical insurance, and unique perks like free lunch and parking credits. Our collaborative work culture fosters innovation and process optimisation, making it an ideal environment for those passionate about customer success and technology. With opportunities to work across teams in both the UK and US, employees can thrive in a dynamic setting while contributing to a meaningful mission of simplifying the parking experience.
StudySmarter Expert Advice🤫
We think this is how you could land CS Ops & Tooling Engineer
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, especially those at JustPark. A friendly chat can open doors that applications alone can't.
✨Tip Number 2
Show off your skills! If you’ve got experience with tools like Planhat or Salesforce, be ready to discuss specific examples of how you've used them to improve processes.
✨Tip Number 3
Prepare for the interview by understanding JustPark's mission and values. Be ready to share how your passion for process optimisation aligns with their vision of simplifying parking.
✨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 genuinely interested in joining the team.
We think you need these skills to ace CS Ops & Tooling Engineer
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the CS Ops & Tooling Engineer role. Highlight your experience with customer success and any relevant tools like Planhat or Salesforce. We want to see how your skills align with our mission!
Show Off Your Process Skills:Since this role is all about building processes and workflows, don’t shy away from sharing examples of how you've optimised operations in the past. We love seeing concrete results and how you’ve made a difference in previous roles.
Be Clear and Concise:When writing your application, clarity is key! Use straightforward language and structure your thoughts well. Remember, you'll be creating playbooks and training materials, so let your written communication shine through right from the start.
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’re considered for the role. Plus, it shows you’re keen on joining our team at JustPark!
How to prepare for a job interview at Justpark
✨Know Your Tools
Familiarise yourself with Planhat, Salesforce, and any other tools mentioned in the job description. Be ready to discuss your hands-on experience and how you've used these platforms to improve processes or workflows in previous roles.
✨Understand Customer Success
Dive deep into what customer success means for JustPark. Be prepared to share examples of how you've navigated renewal cycles, created playbooks, or improved client interactions. Show that you understand the nuances of the role and can translate that into actionable strategies.
✨Showcase Your Process Design Skills
Be ready to talk about your process design instincts. Bring examples of workflows you've mapped out, failure points you've identified, and how you've built scalable solutions. This will demonstrate your ability to think critically and improve operational efficiency.
✨Communicate Clearly
Since you'll be writing playbooks and training materials, practice articulating your thoughts clearly. During the interview, focus on conveying your ideas succinctly and confidently. Good communication is key to collaborating across teams and ensuring everyone is on the same page.
