Customer Support and Operations Associate

Customer Support and Operations Associate

Reposit Greater London, England, United Kingdom

Join Reposit during an exciting phase of growth and play a key role in building scalable processes. As a Customer Support and Operations Associate, you’ll be the backbone of our Customer Success function, ensuring customer satisfaction and operational efficiency. Working closely with all teams, you’ll be the first point of contact for letting agents, landlords, tenants, and integration partners.

Responsibilities

• Customer Support: Manage live chat and email communications, oversee our Trustpilot page, and ensure quick, thoughtful responses. Handle complex investigations when required and help strengthen our online reputation.
• AI Workflow Management: Manage and optimise AI-powered workflows (via Gradient AI in Intercom), iterating and testing to enhance the customer journey.
• Process Improvement: Contribute ideas and implement improvements to streamline operations and elevate customer experience.
• Operational Support: Assist with the end‑of‑tenancy process and related cases when required, while keeping customer service as your main focus.

Progression and Development

Although you’ll support some operational tasks, your primary growth path will be within the Customer Service function. You’ll collaborate with stakeholders across the business, helping to shape Reposit’s customer support strategy and product experience.

Why Join Us

Reposit is transforming the rental experience for everyone involved. We value innovation, collaboration, and a relentless focus on customers. You’ll join a dynamic, forward‑thinking team where your work directly impacts customer satisfaction and operational excellence.

What’s it like to work at Reposit?

We’re a lean, remote‑first team building a sustainable business, not a hype machine. We move fast but value patience and resilience. You’ll need to be self‑motivated, communicative, and curious about how the business works as a whole.

We empower team members to make decisions, improve processes, and measure impact through data. We learn quickly, move on from mistakes, and keep politics out of the equation.

We meet monthly in person (1–2 days) to stay connected, with regular remote socials in between. Our culture values honesty, collaboration, and ownership.

Our core values

You care – When you engage in doing something, you demonstrate genuine care for the quality of your work, your teammates, and ultimately the success of the business in delivering for customers and achieving its mission.

You embrace challenge – You thrive on being challenged and seek opportunities to push yourself. You are a problem solver and enjoy the satisfaction of overcoming obstacles. As a result, you lean towards situations with a level of uncertainty or higher risk and reward.

You are proactive and self‑driven – You take initiative and don’t require constant guidance or instruction. You are able to anticipate needs and take action before being told.

You are collaborative – you work collaboratively within your team and with other teams in the business to achieve the best results in the most efficient way. You are conscious of the impact that your work has on other people and considerate of other people’s time and responsibilities. Importantly you are able to adapt and work well with others, even those who have different communication and work styles to your own.

Show pride in your work – Whilst we can always look to improve, it’s important that we produce good work that we can be proud of as this encourages a higher quality result.

What You Will Do and Achieve

0–2 months

• Complete training and become proficient with all support platforms.
• Develop a strong understanding of Reposit’s product and communicate it clearly.
• Handle common queries, meet SLAs, and build strong customer satisfaction scores.
• Gain a basic understanding of the end‑of‑tenancy process.

3–4 months

• Handle all customer queries independently, including complex cases.
• Share insights to improve service quality and collaborate across teams.
• Support operational processes as needed.

5–6 months

• Operate autonomously, demonstrating product expertise and proactive problem‑solving.
• Meet SLA targets:
• ≤2 minutes average response time for live chats.
• Maintain a Customer Satisfaction Score (CSAT) of 75%+.
• Contribute to refining operational processes.

7–12 months

• Sustain SLA and CSAT targets as the customer base grows.
• Identify and test opportunities for automation, tooling, and AI enhancements.
• Mentor new team members and share best practices.
• Provide data‑driven insights from customer interactions.
• Be recognised as a subject matter expert on customer journeys and systems.

Must‑Have Personal Characteristics

• Care: Align with Reposit\'s mission, demonstrating a passion for customer interactions, experience, and quality of work. Foster a positive work culture with a positive and enthusiastic attitude towards customers and colleagues.
• Ambitious and Dedicated: Exhibit self‑motivation, dedication, and ownership of work and mistakes. Proactively seek ways to improve working practices.
• Good Communicator: Articulate effectively with Reposit users and colleagues, possessing excellent written and verbal communication skills.
• Startup Enthusiast: Excited and motivated to contribute to Reposit\'s success within a startup environment.
• Team Player: Work collaboratively with the Reposit team to provide excellent customer service and enhance customer experience. Contribute daily to the mission and culture of Reposit.

Must‑Have Professional Characteristics

• Customer Focus: Make independent decisions balancing delivery and customer experience. Understand our customers\' needs and requirements.
• Attention to Detail: Maintain a sharp eye for detail while understanding the broader implications of actions.
• Efficiency: Prioritise effectively in a fast‑paced environment and adapt successfully to seasonal changes.
• Responsiveness: Manage complicated situations swiftly and effectively, contributing expertise across different areas of the business. Ensure timely customer responses.
• Solution‑Driven: Develop creative solutions to customer problems and identify and solve customer issues promptly.
• Technical Aptitude and Analytical Skills: Understand the technical aspects of our products and services. Assist customers with troubleshooting and provide technical support. Analyse customer feedback, data, and trends to improve our offerings.
• AI Awareness & Adaptability: As AI tooling rapidly evolves, you’ll bring curiosity and a willingness to scope, test, and embed AI solutions that improve our customer and operational experience.

Must‑Have Skills and Experience

• Comfortable with varying day‑to‑day responsibilities based on team needs.
• Prepared for role changes depending on business requirements.
• Self‑sufficient and capable of handling ambiguity.
• Flexible and driven to succeed.
• Strong customer service skills and a customer‑centric mindset.
• High level of emotional intelligence and empathy.
• Experience working in a startup environment.
• Experience working in a customer support role.
• Experience working with Intercom.
• Experience working with a range of customers with varying needs.
• Experience managing AI‑assisted customer support tools (e.g. Gradient AI, Intercom Fin, or similar), particularly in optimising prompts, workflows, and content management.

Compensation and benefits

• £28k - £30k - salary depending on the level of experience
• Staff may be considered for stock options after the first 12 months of employment, according to Reposit’s standard options policy and structure
• Remote first working set-up
• MacBook, monitor, and accessories provided for remote set-up
• 25 days holiday + bank holidays for the first 2 years. Then adding + 1 day for every extra year of service up to 28 days
• 1 day off for your birthday

Seniority level

Entry level

Employment type

Full‑time

Job function

Management and Manufacturing

We are a remote‑first company; however, we meet up once a month for 1–2 days. You would be required to attend these meet‑ups, which could vary in location. Although the role is predominantly remote, your attendance at these meet‑ups is essential.