Customer Operations Associate

Why We Exist

The world is moving away from rigid ownership models in favour of more flexible, affordable access. Yet the $1.5 trillion device market has barely moved. Our mission is to transform how technology is bought, used and reused — creating better outcomes for customers, brands and the planet.

What We've Built

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, deep 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. Brands can unlock a powerful new growth engine with Raylo across embedded checkout, Raylo.com and the customer app — converting more DTC customers, reaching subscription-first demand, and driving repeat upgrades that compound customer lifetime value. The impact of our circular model is big. We cut emissions per device by around 50% compared to buy-and-discard. We’re B Corp certified, backed by Macquarie, NatWest and Channel 4 Ventures, and recognised by Tech Nation’s Future Fifty.

How We Work

AI is changing what small, ambitious teams can build. Companies that embrace it will define the next decade. Raylo is uniquely placed to benefit. We combine proprietary technology and data with the orchestration of physical assets, operating across credit, fraud, pricing, logistics, refurbishment, resale and customer care. With AI improving every cycle, our moat deepens with scale. At Raylo, AI is woven into how we work every day. We don't ration access or hedge our bets. Our people use the best models and tools, and we expect them to do things that weren't possible a year ago. Processes that used to be good enough are being rebuilt. Teams are replacing spreadsheets with bespoke tooling, and anyone can query our data layer in plain English and get a real answer in seconds. We give every team their own hackathon: a chance to step back, start with a blank sheet, and ask: if we were starting today, how would we do this? The more we automate, the more human judgement matters. AI gives people back time, and we expect them to spend it on the things no model can replicate: conversations, trust, craft and team judgement. We hire to a high bar. You’ll work with people who push you, raise your game and expect you to do the same. We want every person at Raylo to do the best work of their lives, and enjoy doing it.

Our Core Values

• Be deeply curious – We thrive on innovation through diverse approaches, views, and people.
• Walk in your customer’s shoes – To build the best products and make the best decisions for the long term, we must figure out what our customers need, not just what they want.
• Focus and execute – We have a big vision, but we believe in nailing the most important problems first.
• Be gritty – Only gritty teams succeed. Our individual ownership, passion, and perseverance mean we’re a team through thick and thin.

Your Team

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. You’ll be supported to build confidence, develop practical skills, and take on increasing responsibility. As you become established, you’ll contribute to improving tools, processes, and ways of working, with the opportunity to work alongside a wide range of internal stakeholders. This role requires in‑office working. Our operations team are on-site (22 Adelaide Street, Belfast) 4 days per week (post probation) and 1 day WFH.

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.
• You quickly analyse solutions and make clear and informed recommendations that enhance our customer journey.
• 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.

We’re not looking for you to meet every point on this job description. Please still get in touch if you think you could add value and do your best work here at Raylo. We'd love to have a chat and see if you could be a great fit.

Opportunities & Benefits

We are continuously improving and listening to our quarterly employee surveys to provide the best opportunities and benefits for our employees.

• 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

Hiring Process

We move quickly and we'll aim to give you the best candidate experience possible. It starts with a 15-minute call — no prep needed. If there's a fit, we move fast, every stage has a purpose, and we'll tell you what we're looking for at each one. If there's anything we can do to support you through the process, whether that's adjustments or anything else, please let us know.

*As an FCA-regulated business, we conduct background checks (DBS and AML) on all successful candidates who are offered a position at Raylo during the onboarding process.

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.