At a Glance
- Tasks: Lead global customer support operations and optimise user engagement.
- Company: Dynamic startup focused on creating exceptional customer experiences.
- Benefits: Remote-first culture, flexible working, and opportunities for growth.
- Other info: Join a mission-driven team solving real problems for global travellers.
- Why this job: Shape the future of customer support in a fast-paced environment.
- Qualifications: 5+ years in customer support with strong data-driven decision-making skills.
The predicted salary is between 50000 - 65000 £ per year.
We’re looking for an experienced Customer Operations Manager to lead our global customer operations and help us build a world-class, digital-first support experience. This is a hands-on role that blends strategic thinking with day-to-day execution, ideally suited for someone who thrives in fast-paced environments and wants to grow with the business. You’ll be responsible for scaling and optimising our support function across tools, processes, partners, and platforms. You will be the voice of the customer internally, using data and feedback to improve how we support, engage, and retain our users across the globe. This is a tough but rewarding role, best suited to someone who’s ready to roll up their sleeves, bring structure and discipline to a growing operation, and build something meaningful over the next few years.
Key Responsibilities
- Support Operations and Customer Experience: Lead our 24/7 global customer support operation, including ticket handling, live chat, email, and social channels. Use Freshdesk as the core tool for support, ensuring it is set up for efficiency, reporting, and scale. Build and manage internal and third-party agent workflows, SOPs, and knowledge base content. Continuously improve the customer journey from onboarding through to issue resolution.
- Data and Performance Ownership: Own all key support KPIs, including CSAT, NPS, ticket volume, first response time, resolution time, and more. Analyse data daily to identify root causes of repeat issues, trends, or inefficiencies. Produce clear weekly and monthly performance reports with insight-driven actions. Make fast, data-informed decisions to improve both support operations and overall customer experience.
- Digital-First Thinking and Automation: Design digital support journeys that leverage self-service and automation wherever possible. Use automated workflows that reduce manual effort. Collaborate with product and tech teams to identify customer pain points and resolve them at the source.
- Customer Insight and Cross-Team Collaboration: Act as the internal voice of the customer, sharing structured feedback to help improve product and service quality. Work closely with product, engineering, and commercial teams to advocate for customer needs. Lead customer journey mapping exercises to remove friction and enhance satisfaction.
- Risk and Compliance Oversight: Ensure support processes comply with data privacy regulations, including GDPR. Handle fraud, abuse, and chargeback cases in coordination with finance and legal teams. Own escalation workflows and ensure high-priority issues are resolved quickly and fairly.
What We’re Looking For
Must-Haves:
- 5+ years of experience in customer support or customer experience, ideally in a digital-first, global business.
- Strong hands-on knowledge of Freshdesk (or similar platforms like Zendesk or Intercom).
- Proven track record in leading support operations in a 24/7/365 environment.
- Data-driven mindset, with the ability to interpret performance metrics and implement changes based on insight.
- Ability to lead strategy while also being deeply hands-on.
- Experience with automation tools and a deep understanding of customer workflow design.
- Excellent communication and stakeholder management skills, especially when handling cross-functional issues.
- Grit, resilience, and a growth mindset.
Nice-to-Haves:
- Experience in telecom, eSIM, travel tech, or subscription-based businesses.
- Exposure to fraud workflows, payment disputes, or regulatory complaint handling.
- Understanding of self-service design and proactive support strategies.
What You Can Expect:
- A critical role in shaping how global travellers experience our brand.
- A startup environment with autonomy, ownership, hard work and opportunity for growth.
- Remote-first working culture with flexible ways of working.
- A mission-driven team solving real customer problems at scale.
If you're someone who thrives on solving problems, loves making data-driven decisions, and wants to take full ownership of building an exceptional support experience, we’d love to hear from you.
Customer Operations Manager in Warrington employer: Orbit Mobile Travel eSIM
As a Customer Operations Manager at our innovative company, you'll be part of a dynamic, remote-first culture that values autonomy and hard work. We offer a supportive environment where you can grow your skills while making a significant impact on the customer experience for global travellers. With a focus on data-driven decision-making and continuous improvement, you'll have the opportunity to shape our support operations and drive meaningful change in a fast-paced setting.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Manager in Warrington
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Orbit Mobile Travel eSIM. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Orbit Mobile Travel eSIM before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Operations Manager in Warrington
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Orbit Mobile Travel eSIM:Your cover letter is your chance to shine! Tell us why you want to work at Orbit Mobile Travel eSIM specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Orbit Mobile Travel eSIM!
How to prepare for a job interview at Orbit Mobile Travel eSIM
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
