At a Glance
- Tasks: Lead and scale customer support operations while enhancing user experiences.
- Company: Join a fast-growing HRTech/InsurTech startup redefining employee benefits.
- Benefits: Competitive salary, dynamic work environment, and significant growth opportunities.
- Other info: Be part of a rapidly expanding company backed by top European investors.
- Why this job: Make a real impact in a role with ownership from day one.
- Qualifications: Experience in scaling support operations and a passion for customer-centric solutions.
The predicted salary is between 50000 - 60000 £ per year.
Referment is partnering with one of Europe’s fastest-growing HRTech / InsurTech startups to hire a Customer Support Manager in London. This is a rare opportunity to join an early-stage company that’s redefining how employee benefits work globally, already trusted by some of Europe’s most forward-thinking tech companies.
The role sits at the centre of customer experience, operations, and product, with real ownership from day one. You’ll lead and scale support operations across employer and employee users, helping shape processes, tooling, quality standards, and the overall support function as the business grows.
You’ll Thrive Here If You:
- Have experience building or scaling support operations in a startup or high-growth environment
- Enjoy combining strategic thinking with hands-on execution
- Are systems-minded, proactive, and highly customer-centric
- Love improving processes, workflows, and customer experiences
- Are excited by ambiguity and ownership
What You’ll Be Doing:
- Managing multi-channel support operations (email/chat)
- Building scalable workflows, SOPs, and support tooling
- Analysing support metrics and driving performance improvements
- Creating self-service resources and QA frameworks
- Partnering closely with Customer Success, Product, and Operations teams
- Surfacing customer insights to influence product improvements
The business has raised significant backing from leading European investors and is scaling rapidly across the UK and Europe. If this sounds like the role for you, apply now to avoid disappointment.
Customer Support Operations Lead — Scale & Impact employer: Referment
Join a dynamic and innovative HRTech/InsurTech startup in London, where you'll play a pivotal role in shaping customer support operations from the ground up. With a strong focus on employee growth, a collaborative work culture, and the opportunity to influence product development, this company offers a unique environment for those looking to make a meaningful impact in a fast-paced setting. Enjoy competitive benefits and the chance to work alongside some of Europe's most forward-thinking tech companies as you help redefine employee benefits globally.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Operations Lead — Scale & Impact
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those working at startups or in HRTech. A friendly chat can lead to insider info about job openings and even referrals.
✨Tip Number 2
Show off your skills! Prepare a portfolio or case studies that highlight your experience in scaling support operations. This will help you stand out and demonstrate your hands-on execution abilities.
✨Tip Number 3
Be proactive during interviews! Ask insightful questions about their current processes and how you can improve them. This shows you're already thinking about how to add value from day one.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Customer Support Operations Lead — Scale & Impact
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in scaling support operations. We want to see how your skills align with the role, so don’t hold back on showcasing your strategic thinking and hands-on execution!
Showcase Your Customer-Centric Mindset:In your application, emphasise your passion for improving customer experiences. Share specific examples of how you've enhanced processes or workflows in previous roles. We love seeing candidates who truly understand the importance of customer satisfaction!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. We appreciate clarity, so avoid jargon and make sure your key achievements stand out. Remember, we’re looking for someone who can communicate effectively across various channels!
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 this exciting opportunity. Don’t miss out—apply now!
How to prepare for a job interview at Referment
✨Know the Company Inside Out
Before your interview, dive deep into the company’s mission, values, and recent achievements. Understanding how they redefine employee benefits will help you connect your experience to their goals, showing that you're genuinely interested in being part of their journey.
✨Showcase Your Experience with Metrics
Since the role involves analysing support metrics, be ready to discuss specific examples from your past where you've used data to drive performance improvements. Highlight any tools or systems you've implemented that enhanced customer support operations.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills in real-time situations. Think of scenarios where you had to improve processes or handle ambiguity. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly.
✨Demonstrate Your Customer-Centric Mindset
This role is all about enhancing customer experiences. Be prepared to share stories that illustrate your proactive approach to customer service. Discuss how you've created self-service resources or improved workflows to benefit users in previous roles.
