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For Companies At a Glance
- Tasks: Transform customer onboarding and support processes into scalable systems.
- 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 while shaping customer experiences.
- 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 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 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 the interview by thinking about how you can solve their problems. Use examples from your past experiences to demonstrate your process and systems thinking. Show them you’re ready to roll up your sleeves and get stuck in!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way. It shows your enthusiasm and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Operations Associate - Customer Strategy, Success and Support in 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. Share specific examples of how you've tackled challenges in previous roles, especially those that involved customer interactions or operational improvements.
Be Authentic: Let your personality shine through in your application. We’re looking for someone who’s not just qualified but also a good fit for our team culture. Don’t be afraid to show us your passion for making a real impact!
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. This way, we can easily track your application and get back to you quickly. We can’t wait to hear from you!
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 values. Understand how they apply AI to the healthcare system and think about how your skills can contribute to their goals. This will show your genuine interest and help you align your answers with what they’re looking for.
✨Prepare for Process Improvement Questions
Given the role's focus on turning messy processes into scalable systems, be ready to discuss specific examples from your past experiences. Think of situations where you identified inefficiencies and successfully implemented solutions. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Showcase Your Customer-Centric Mindset
Since the role involves working closely with customers, prepare to share instances where you’ve improved customer experience or resolved issues. Highlight your communication skills and how you’ve gathered feedback to enhance processes. This will demonstrate your ability to stay close to customers and understand their needs.
✨Embrace Ambiguity and Flexibility
The job description mentions comfort with ambiguity and fast-changing priorities. Be prepared to discuss how you've navigated uncertain situations in the past. Share examples that illustrate your adaptability and problem-solving skills, showing that you can thrive in a dynamic environment.
