At a Glance
- Tasks: Lead and optimise customer operations in a fast-paced fintech environment.
- Company: Dynamic fintech company with a culture of kindness and collaboration.
- Benefits: Competitive salary, equity options, and opportunities for rapid career growth.
- Other info: Join a supportive team that values quality and innovation.
- Why this job: Make a real impact while shaping the future of customer operations.
- Qualifications: Experience in customer operations, strong problem-solving skills, and familiarity with Zendesk.
The predicted salary is between 60000 - 60000 € per year.
Location: London (4 days per week, 1 remote)
Salary: up to £60,000 + Equity (rarity at this level)
Overview: If you are the kind of person who thrives in a high-growth environment, enjoys solving problems at pace, and likes the idea of helping build whilst you scale, this could be exactly the kind of role you have been looking for. This is a role for someone who likes ownership, can operate independently, and does not need everything to be perfectly defined before getting stuck in. It is a real opportunity to shape, improve and lead in an environment that is growing fast and expects a lot.
The Business/ Culture: A high growth Fintech with an impressive track record to date and a product that is genuinely disrupting the market in a positive way. The culture is kind, smart and hard-working. People care about doing great work, supporting each other, and stepping up when the pace increases. There will absolutely be moments of intensity and all hands-on deck, so this will suit someone who gets energy from being in it with the team rather than watching from the side-lines. If you are already thinking about how AI can be used in practical, thoughtful ways to create efficiencies, remove friction and improve quality without compromising customer experience, you will likely feel very at home here.
Role Overview: This is an exciting opportunity to join a fast-growing fintech at a meaningful stage of its journey. There is real momentum, plenty to build, and lots of opportunity for the right person to make their mark. Customer Operations sits right at the centre of that. As volumes grow and complexity increases, this role will help the business scale in a way that is efficient, resilient and relentlessly customer focused. As the Customer Operations Lead, you will lead a highly capable team across frontline and specialist functions (fraud, disputes, chargeback etc), helping to build the operational foundations that allow the business to scale well. This is not a role for someone who needs calm, predictability and a perfectly finished playbook. It is for someone who can create structure in ambiguity, stay close to the detail, make good decisions quickly and keep standards high even when volumes are high and priorities are moving. It is also a role for someone who sees the opportunity in technology and AI and knows how to use both to improve efficiency and team effectiveness without losing sight of the customer.
The Ideal Person for the Customer Operations Lead Will:
- Have a natural bias to action – you talk about an idea in the morning, and by the afternoon it is a reality.
- Be naturally curious, able to critically assess processes, build SOPs, design and optimise workflows that feed into the overall business objectives.
- Have a good working knowledge of Zendesk, to really unlock its full capability, enhancing efficiency improving experiences simultaneously.
- Solid working experience across KYC, KYB, complaints and other regulated customer operations processes, ideally coming from a Financial Services/ Fintech background.
- Be a great stakeholder manager and collaborator, working comfortably with teams across product, engineering etc.
- Enjoy working in fast-paced, high-volume environments where prioritisation is key.
- You bring energy, ownership and good judgement, and you know how to raise standards without creating unnecessary friction.
- You work well with smart, kind, hard-working people and enjoy being part of a team that expects a lot from itself.
- Have a data-led mindset, with the ability to spot patterns, identify pain points and turn insight into action.
- Have hands-on familiarity with support tooling and operational systems, including workflow design, automation, reporting and continuous improvement.
Why this role: You will join at a point where there is real momentum and genuine scope to shape how things are done. In a short space of time, there have been some real success stories in Customers Ops, in terms of promotions and development, including a Graduate who made Team Leader in under 12 months due to impressive performance. You will have the chance to learn a huge amount, work with smart people and build real operational muscle in a demanding environment. You will have visibility, ownership and the opportunity to make a meaningful impact. You will be part of a team that is kind, ambitious and collaborative, but also expects a lot and cares deeply about quality. There is strong upside for someone who performs well and wants to grow with the business. Opportunity to have an equity stake in a business that is already thriving! A rarity at this level!
Interview Process:
- 1st Stage: 30 Minutes Remote with COO and Customer Service Director (remote)
- 2nd Stage: 30 Minutes with Executive Assistant (remote)
- 3rd Stage: In person
Candidate Experience is really important to us. We will read and respond to every application. We do a screening call and meet as part of our process so please keep an eye out for a reply.
Customer Operations Manager in Slough employer: Sudale Search & Select
Join a dynamic and rapidly growing fintech in London, where you will have the opportunity to make a real impact as a Customer Operations Manager. With a culture that values kindness, collaboration, and high standards, you'll thrive in an environment that encourages ownership and innovation, particularly in leveraging technology and AI to enhance customer experiences. The company offers competitive salary packages, equity opportunities, and a clear path for professional growth, making it an excellent employer for those looking to advance their careers in a meaningful way.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Manager in Slough
✨Tip Number 1
Get to know the company inside out! Research their culture, values, and recent achievements. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Prepare for common interview questions related to customer operations and think about how your past experiences align with the role. Mock interviews with friends can really help boost your confidence.
✨Tip Number 3
Show off your problem-solving skills! Be ready to discuss specific examples where you've tackled challenges in fast-paced environments. Highlight how you’ve used data to make decisions and improve processes.
✨Tip Number 4
Don’t forget to follow up! After your interviews, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that keeps you on their radar and shows your enthusiasm for the role.
We think you need these skills to ace Customer Operations Manager in Slough
Some tips for your application 🫡
Show Your Passion:When you're writing your application, let your enthusiasm for the role shine through! We want to see that you’re genuinely excited about the opportunity to make an impact in a fast-paced environment like ours.
Tailor Your Experience:Make sure to highlight your relevant experience, especially in customer operations and fintech. We love seeing how your past roles have prepared you for this position, so don’t hold back on those details!
Be Clear and Concise:We appreciate straightforward communication. Keep your application clear and to the point, focusing on what makes you a great fit for the Customer Operations Lead role. Avoid fluff – we want to know what you can bring to the table!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. We can’t wait to hear from you!
How to prepare for a job interview at Sudale Search & Select
✨Understand the Company Culture
Before your interview, take some time to research the company's culture. Since this role is in a high-growth fintech environment, think about how you can demonstrate your ability to thrive in fast-paced settings. Be ready to share examples of how you've successfully navigated similar situations in the past.
✨Showcase Your Problem-Solving Skills
This role requires someone who can solve problems quickly and effectively. Prepare specific examples of challenges you've faced in previous roles and how you tackled them. Highlight your natural bias to action and how you turned ideas into reality swiftly.
✨Familiarise Yourself with Relevant Tools
Since a good working knowledge of Zendesk is essential, make sure you're comfortable discussing how you've used it or similar tools in your past roles. Be prepared to talk about how you’ve optimised workflows and improved customer experiences using technology.
✨Emphasise Collaboration and Stakeholder Management
As a Customer Operations Lead, you'll need to work closely with various teams. Think of examples that showcase your collaboration skills and how you've managed stakeholders effectively. This will demonstrate your ability to work well with others and contribute positively to the team dynamic.
