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For Companies At a Glance
- Tasks: Transform messy processes into clear, scalable systems while enhancing customer experience.
- Company: Fast-growing, VC-backed tech startup revolutionising UK healthcare with AI.
- Benefits: High ownership, direct exposure to founders, and opportunities for growth.
- Why this job: Make a real impact in a dynamic environment and shape customer operations from day one.
- Qualifications: Strong process thinking, customer communication skills, and a proactive mindset.
- Other info: Join a collaborative London team with flexibility and a focus on innovation.
The predicted salary is between 36000 - 60000 ÂŁ per year.
We’re supporting a fast-growing, venture-backed tech company applying AI to a part of the UK healthcare system that’s long been underserved by modern software. After strong early traction and rapid revenue growth, we’re entering our next phase of scale and looking for an Operations Associate to help us build the foundations that will support 10x growth.
It’s a hands-on, builder role for someone who enjoys turning messy, ad-hoc processes into clear, scalable systems - while staying close to customers and real problems.
The Role:
You’ll work closely with the founders to design, own, and scale customer onboarding and support operations. Right now, things move fast - which means some processes exist, some don’t, and some need rebuilding properly. This role exists to fix the root causes, not just patch gaps. You’ll be trusted with real ownership and the autonomy to shape how customer experience and operations scale from day one.
What You’ll Do:
- Customer onboarding & experience
- Own and continuously improve the end-to-end onboarding journey
- Identify friction points and redesign processes to reduce time-to-value
- Work directly with customers to understand patterns, edge cases, and pain points
- Support systems & knowledge
- Build scalable, self-serve support (help centre, FAQs, AI-driven support tools)
- Create clear Looms, written guides, and internal playbooks
- Turn repeat questions into structured, reusable resources
- Process & automation
- Design pragmatic workflows that reduce manual work for founders and the team
- Identify opportunities to automate or systemise recurring tasks
- Help define how onboarding and support should operate as customer volume grows
- Founder & team support
- Act as a trusted operator on customer-facing initiatives
- Own delivery on projects even when the problem isn’t fully defined
- Collaborate closely across product, operations, and commercial priorities
This is about building the machine, not just running it.
What We’re Looking For:
We care less about a specific background and more about how you think and execute. You’re likely to have:
- Strong process and systems thinking – you instinctively look for structure and scale
- A pragmatic mindset – simple, effective solutions over over-engineering
- Comfort working directly with customers, with strong written and verbal communication
- The ability to turn messy work into clear documentation and repeatable processes
- High ownership - if something’s broken, you fix it
- Comfort with ambiguity and fast-changing priorities
- A “no task too small” attitude, paired with long-term thinking
You will most likely have:
- 2+ years consultancy or a similar experience
- A track record of delivering across varied, hands-on environments
- A desire to see the execution, not just the consulting phase
What You’ll Get:
- High ownership and real impact at an early-stage, VC-backed company
- Direct exposure to founders and strategic decision-making
- The chance to define how customer experience and operations scale
- Broad scope with room to grow as the company grows
- A London-based team that values being together, with flexibility where needed
Operations Associate - Customer Strategy, Success and Support in City of London employer: Motive Group
Contact Detail:
Motive Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Associate - Customer Strategy, Success and Support in City of London
✨Tip Number 1
Get to know the company inside out! Research their mission, values, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their journey.
✨Tip Number 2
Network like a pro! Reach out to current employees on LinkedIn or attend industry events. Building connections can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for interviews by practising common questions and scenarios related to operations and customer success. Think about how you would tackle messy processes and turn them into scalable systems – that's what they want to hear!
✨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 serious about joining the team and ready to make an impact.
We think you need these skills to ace Operations Associate - Customer Strategy, Success and Support in City of London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Operations Associate role. Highlight your experience with process improvement and customer support, as we want to see how you can help us build scalable systems.
Showcase Your Problem-Solving Skills: We love candidates who can turn messy processes into clear solutions. Use examples from your past experiences to demonstrate how you've tackled challenges and improved operations in a hands-on way.
Communicate Clearly: Strong written communication is key for this role. Ensure your application is well-structured and free of jargon. We want to see that you can convey complex ideas simply and effectively, just like you would with our customers.
Apply Through Our Website: We encourage you to submit your application directly 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!
How to prepare for a job interview at Motive Group
✨Understand the Company and Its Mission
Before your interview, take some time to research the company’s mission and how they apply AI in the healthcare sector. This will not only help you understand their goals but also allow you to tailor your answers to show how your skills align with their vision.
✨Showcase Your Process Improvement Skills
Since the role focuses on turning messy processes into scalable systems, be prepared to discuss specific examples from your past experiences where you've successfully identified friction points and implemented effective solutions. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Demonstrate Customer-Centric Thinking
This position requires a strong focus on customer experience. Think of instances where you’ve worked directly with customers to resolve issues or improve their journey. Highlight your communication skills and how you’ve turned feedback into actionable improvements.
✨Prepare for Ambiguity and Fast-Paced Changes
Given the startup environment, be ready to discuss how you handle ambiguity and shifting priorities. Share examples of how you've thrived in dynamic settings, showcasing your adaptability and problem-solving skills. This will demonstrate that you can keep up with the fast pace of the company.
