At a Glance
- Tasks: Design and improve customer success processes using AI tools and manage core systems.
- 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 personal and professional growth.
- Why this job: Make a real impact by optimising processes and using cutting-edge technology.
- Qualifications: 5+ years in client success or similar, 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 & Tooling Engineer 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 is 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 to 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.
- Supported multiple members of the broader US and UK team to build and iterate on internal tools and agents.
Requirements
- 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.
- Strong organisational skills.
- Nice-to-have (technical)
- Experience using ChatGPT Codex, Claude Code or similar.
- 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.
- 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.
Benefits
- 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.
- 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.
- £50 parking credit per month via JustPark.
- Cycle-to-work salary sacrifice scheme.
- EV salary sacrifice car scheme via Octopus Energy.
- Enhanced parental leave with 6-months enhanced maternity leave and 4 weeks fully-paid paternity leave.
- Competitive pension offering with standard and salary sacrifice options.
- 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 in London employer: Justpark
JustPark is an exceptional employer that prioritises employee well-being and growth, offering a generous holiday policy of up to 38 days, private medical insurance, and unique perks like free lunch and concert tickets. Our vibrant London office fosters a collaborative work culture where innovation thrives, and employees are empowered to optimise processes and leverage AI tools, ensuring meaningful contributions to the parking experience for both businesses and consumers.
StudySmarter Expert Advice🤫
We think this is how you could land CS Ops & Tooling Engineer in London
✨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 a CV just can't.
✨Tip Number 2
Show off your skills! If you’ve got experience with tools like Planhat or Salesforce, make sure to highlight that in conversations. We love seeing how you can bring value to our team.
✨Tip Number 3
Prepare for the interview by understanding our mission. Dive into how we simplify parking and think about how your role as a CS Ops & Tooling Engineer fits into that vision.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, we love seeing candidates who take that extra step.
We think you need these skills to ace CS Ops & Tooling Engineer in London
Some tips for your application 🫡
Show Your Understanding of Customer Success:Make sure to highlight your experience in customer success or similar roles. We want to see that you understand the ins and outs of the renewal cycle and what makes a QBR useful. This will show us you're not just ticking boxes but genuinely get the role.
Be Clear and Concise:When writing your application, keep it clear and to the point. We appreciate good communication skills, so make sure your playbooks and process docs are easy to read. Avoid jargon unless it's necessary, and always aim for clarity.
Demonstrate Your Technical Skills:Since this role involves working with tools like Planhat, Salesforce, and BigQuery, don’t shy away from showcasing your technical fluency. Mention any hands-on experience you have with these platforms, and if you've dabbled in coding, let us know!
Tailor Your Application:Take the time to tailor your application to our specific needs. Reference the job description and align your skills and experiences with what we’re looking for. It shows us you’re genuinely interested and have done your homework. And remember, apply through our website!
How to prepare for a job interview at Justpark
✨Know Your Tools Inside Out
Make sure you’re familiar 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 solve problems in previous roles.
✨Showcase Your Process Design Skills
Prepare examples of workflows you've designed or improved in the past. Think about specific failure points you identified and how you built scalable solutions. This will demonstrate your strong process design instincts, which are crucial for this role.
✨Communicate Clearly and Confidently
Since you'll be writing playbooks and training materials, practice articulating your thoughts clearly. During the interview, focus on conveying your ideas in a structured manner, showcasing your excellent written and verbal communication skills.
✨Emphasise Your AI Enthusiasm
If you have experience using AI tools like ChatGPT Codex or Claude Code, make sure to highlight it. Discuss any personal projects where you’ve implemented AI solutions, as this aligns perfectly with the role's focus on using modern AI tooling to enhance customer success.
