Customer Operations Associate

The world is moving away from rigid ownership models in favour of more flexible, affordable access. Our mission is to transform how technology is bought, used and reused — creating better outcomes for customers, brands and the planet.

Raylo is the subscription infrastructure that enables leading electronics brands, including PlayStation, HP and Dyson, to move from one-off device sales to recurring subscription programmes that increase conversion, deepen loyalty and capture more lifetime value. We have over $90m ARR, we’re profitable, growing fast, with over a quarter of a million subscriptions across consumers and small businesses. Customers trust us too, with a 4.5/5 Trustpilot rating from more than 20,000 reviews.

For customers, the experience is simple: subscribe to a device, get support throughout, upgrade when you want, and return it when you’re done. Behind that sits an AI-powered operating system that executes and manages device subscriptions end to end: credit and fraud decisioning, lifecycle operations, and the financing engine that enables brands to run subscription programmes at scale.

This role sits within Raylo’s Operations function, which plays a critical role in delivering a seamless experience across the full customer lifecycle. Operations at Raylo span Customer Success, Collections, Credit Risk, and Supply Chain & Logistics, and this role focused within Customer Success. As an Operations Associate in the Customer Success team, you’ll be one of the first points of contact for our customers, helping to resolve queries, provide updates, and ensure a high-quality experience.

You’ll gain hands‑on exposure to how a fast‑growing tech business supports customers at scale, while also leveraging AI platforms to improve efficiency, enhance processes, and strengthen reporting capabilities. This role is designed to give you a strong foundation in operations, customer experience, and problem‑solving within a high-performance environment.

What You’ll Do:

• Support customers by responding to queries and issues across multiple channels, ensuring timely, accurate, and empathetic communication.
• Learn and apply Raylo’s operational processes, systems, and tools to deliver a consistent and high‑quality customer experience.
• Work closely with teammates to manage and resolve a range of customer scenarios, building confidence in handling more complex cases over time.
• Use data and insights from day‑to‑day work to identify trends, inefficiencies, and opportunities to improve customer experience and operational performance.
• Contribute to continuous improvement initiatives, supporting updates to processes, tools, and documentation.
• Collaborate with cross functional teams across Operations and beyond to understand how different functions work together to support customers and the business.

You’ll Succeed with:

• Bachelor’s degree or equivalent, preferably in a STEM subject.
• Strong communication skills (verbal and written) and hold a strong level of empathy.
• You have a people‑focused mindset, with the best interests of our customers at the forefront of everything you do.
• Customer service experience is a plus.
• Being data‑driven and proactive by using the knowledge gained from industry or university to guide your decisions.
• Curiosity - you will be keen to identify opportunities to improve the customer experience.
• Working in a team setting and understanding the importance of learning from others.
• You also love working in a hands‑on, fast‑paced environment where everybody is passionate about delivering a smarter customer experience.
• You are an advocate for our customers by building and maintaining long‑lasting relationships.

Opportunities & Benefits:

• Fast‑track your career – 40% of our employees are promoted every review cycle (bi‑annually).
• Exclusive Raylo device lease for employees.
• Private Medical Insurance.
• Stock options for all employees.
• L&D budget to support the skills you value.
• Hybrid working model – 4 days per week and 1 day work from home.
• 33 days off, your way – 25 days + 8 bank holidays with full flexibility to use on the days that mean the most to you.
• Enhanced maternity, paternity, adoption or shared parental leave, if you've been with us for 12 months.
• Workplace nursery scheme for major cost savings.

Diversity & Inclusion at Raylo: At Raylo, we celebrate diversity and are committed to creating an inclusive workplace where everyone can thrive. We welcome people of all backgrounds, experiences, and perspectives, believing they make us stronger.