Customer Success Team & Operations Lead

About Open Open is an insurtech on a mission to deliver the best insurance experiences for the world. About Open Open is an insurtech on a mission to deliver the best insurance experiences for the world. Founded in Australia, we\’ve expanded globally and are now growing rapidly in the UK – partnering with some of the country\’s leading consumer brands. And we\’re just getting started. We\’re proud to be a certified B Corporate, using business as a force for good. Our AI-powered platform makes insurance more transparent, affordable, and customer-friendly – and we\’re building a global team that\’s curious, kind and driven by impact. What You\’ll Do We\’re hiring a Customer Success Team & Operations Lead (UK) to guide our growing UK support team while owning key operational tools and processes. This is a hybrid role blending frontline leadership with operations, reporting and continuous improvement. You\’ll ensure smooth day-to-day delivery, coach and support a small but mighty team, and work closely with Product, Engineering and our AU Ops Lead to drive efficiency and a standout customer experience. You\’ll report directly to our Head of Customer Success. Key responsibilities include: Lead, coach and support a UK-based Customer Success team Manage team schedules, workflows and escalations Optimise support tooling (e.g. Intercom), automation, and documentation Analyse team performance, share insights, and drive improvements Liaise with cross-functional teams to support tool rollouts and process changes Support quality assurance, compliance, and knowledge sharing Location & Working hours : UK-based remote role with optional access to our London hub Monday to Friday, full-time Applicants must be based in the UK Start Date: We\’re aiming for an early July 2025 start – and ready to move quickly for the right candidate. Why join Open? You\’ll be stepping into a high-impact leadership role in a high-growth company. It\’s a unique opportunity to build and lead a local team with the support of a global insurtech brand behind you. What we\’re looking for: Experience in customer success, customer support or CX operations Prior team leadership experience (bonus if an early-stage or scaling business) Strong Biz-Ops style problem solving and technical/analytical skills Confident managing systems and reporting – and using data to drive decisions Experience with Intercom, Guru or similar tools is a plus Calm under pressure, flexible across time zones, and proactive by nature Here\’s what to expect: Competitive salary and access to our employee share scheme A flexible, high-trust culture that supports you to do your best work Clear growth pathways and career development opportunities Annual professional development allowance (e.g. courses, coaching, fitness) Employee share options More About Us Open is an AI-powered platform transforming insurance globally – making it more transparent, cost-effective and customer friendly. Since launching in 2016, we\’ve grown into a certified B Corporation, using business as a force for good. We\’re proud of our open, collaborative and high-performing culture – and we\’re looking for people who are curious, kind and driven by impact. We believe in diversity, inclusion and building a team that reflects the communities we serve. If you don\’t tick every box but feel excited by the role – we encourage you to apply. Find out more about us here! Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function Other Referrals increase your chances of interviewing at Open by 2x Get notified about new Customer Success Lead jobs in London, England, United Kingdom . 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