At a Glance
- Tasks: Lead operations for customer experience, ensuring smooth processes and resolving issues.
- Company: Join a forward-thinking company revolutionising energy transactions for fairness and transparency.
- Benefits: Competitive salary, stock options, 25 days holiday, and flexible remote work.
- Other info: We value diverse backgrounds and encourage all to apply, even if you don't meet every requirement.
- Why this job: Make a real impact in a mission-driven environment while developing your operational skills.
- Qualifications: Experience in Support or CX Operations with strong systems thinking and communication skills.
The predicted salary is between 60000 - 80000 £ per year.
About the Company
We are rebuilding the energy transaction, making it transparent and fair. Our goal is to put power back to customers and to tackle low‑cost electricity access.
The Role
Operations Lead for our Onboarding and Service cross‑functional Engine. This is a role for someone who thinks in systems, spots gaps before they become problems, and is as comfortable designing a new process as they are getting stuck into resolving an urgent operational issue. You’ll set the strategy for CX operations, define the standards, and make sure the system runs reliably and scales well.
What You’ll Do
- Systems, tools and automation: Act as the operational backbone, maintaining and monitoring core workflows and systems so they are reliable, well‑documented, and built to scale. Build and improve operational automations that route work intelligently, reduce manual effort, and align with business logic. Define triage protocols so customer queries are routed and resolved efficiently. Own the resolution of key operational issues, including hands‑on support when needed.
- Process design and operational quality: Work closely with the CX Lead to scope, develop, and continuously improve the operational processes that underpin customer experience at the company, translating CX strategy into a reliable, documented, and scalable operating system. Liaise across teams to ensure operational processes are understood, joined up, and designed to scale, bringing coherence to how work flows across the business. Track and analyse customer issues to identify patterns, bottlenecks, and repeat offenders. Partner with Product to remove recurring friction and prepare CX for scale. Identify gaps in the operating system and make well‑reasoned decisions about how and when to fill them, balancing short‑term fixes with long‑term architecture. Make hard prioritisation and trade‑off calls aligned with the company’s North Star and goals.
- Cross‑functional partnerships: Partner with Product, Engineering, and Product Marketing to scope and QA internal and customer‑facing releases, bringing an operational lens to everything. Liaise with other Ops leads as the agentic layer is built out, striking the right balance between automated and human CX structures and systems.
- People, knowledge and communication: Mentor and guide junior Operations team members, supporting their growth without doing the work for them. Ensure knowledge is shared and processes are documented so the team can operate without single points of failure. Communicate clearly and proactively with stakeholders across all levels keeping the right people informed without creating noise.
What We’re Looking For
- A background in Support Operations or CX Operations with an understanding of how these functions work, what breaks them, and how to make them excellent.
- Someone who owns strategy and executes; you’re not here to think out loud and delegate. You’ll roll your sleeves up.
- Strong systems thinking: you see the long‑term shape of things, understand sequencing, and can make clear trade‑off decisions.
- Hands‑on experience with CX platforms (Intercom or similar), automation tooling (n8n, Retool, or equivalent) and CRM tools (HubSpot or similar).
- Confidence with CRM tools, ideally HubSpot.
- Clear, direct communication skills, written and verbal, with the ability to document processes in a way that others can actually use.
- Comfortable working with technical teams and holding your own in conversations about tooling, automation, and agentic systems.
- Someone who spots gaps, takes ownership, and doesn’t wait to be asked.
Benefits and Perks
- Salary aligned to internal benchmarks and reviewed twice a year.
- Stock options so everyone has ownership in our mission.
- 25 days holiday plus public holidays. Swap public holidays for the ones that matter most to you, and enjoy your birthday off.
- Remote first and flexible working, with clear core hours and no internal meetings on Friday afternoons.
- Home working and wellbeing budgets: up to £1,200 or €1,200 per year for your remote setup. Up to £150 or €150 per month for wellbeing.
We welcome applications from people of all backgrounds, experiences, and identities, including those that are traditionally underrepresented in the tech and energy sectors. If you’re excited about this role but not sure you meet every requirement, we’d still love to hear from you. Your unique perspective could be exactly what we’re looking for.
Operations Lead - CX employer: tem
As an Operations Lead at our innovative energy company, you'll be part of a mission-driven team dedicated to transforming the energy transaction landscape. We offer a supportive work culture that prioritises employee growth through mentorship and collaboration, alongside competitive benefits such as stock options, flexible working arrangements, and generous holiday allowances. Join us in a remote-first environment where your contributions directly impact customer experience and operational excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Operations Lead - CX
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work at companies you're interested in. A friendly chat can open doors and give you insights that job descriptions just can't.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to operations and customer experience. We recommend role-playing with a friend or using mock interview tools to boost your confidence.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Share specific examples of how you've tackled operational issues in the past. This will demonstrate your hands-on approach and systems thinking.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in being part of our mission to revolutionise energy transactions.
We think you need these skills to ace Operations Lead - CX
Some tips for your application 🫡
Show Your Systems Thinking:When you write your application, make sure to highlight your ability to think in systems. We want to see how you spot gaps and design processes that scale. Use examples from your past experiences to illustrate this.
Be Clear and Direct:Communication is key in this role! Make sure your written application is clear and direct. We appreciate straightforward language that gets to the point, so avoid fluff and focus on what matters.
Demonstrate Hands-On Experience:We love candidates who roll up their sleeves! In your application, mention any hands-on experience you have with CX platforms or automation tools. This shows us you're not just a thinker but also a doer.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at tem
✨Know Your Systems
Familiarise yourself with the systems and tools mentioned in the job description, like Intercom and HubSpot. Be ready to discuss how you've used similar platforms in the past and how you can leverage them to improve operational efficiency.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've identified gaps in processes and implemented solutions. Think about specific instances where your hands-on approach made a difference, as this role requires someone who can roll up their sleeves and tackle issues head-on.
✨Communicate Clearly
Practice articulating your thoughts clearly and concisely. Since the role involves liaising with various teams, being able to document processes and communicate effectively will be crucial. Consider preparing a brief presentation on a process improvement you've led.
✨Understand Cross-Functional Collaboration
Research how different departments work together within the company. Be prepared to discuss how you would partner with Product and Engineering to enhance customer experience, showcasing your understanding of the importance of collaboration in achieving operational excellence.
