At a Glance
- Tasks: Onboard operators and provide feedback to enhance their experience with HOLM.
- Company: Join a dynamic team at HOLM, focused on operator success.
- Benefits: Hybrid work model, competitive salary, and opportunities for growth.
- Other info: Inclusive workplace that values diverse backgrounds and experiences.
- Why this job: Be the go-to partner for operators and make a real impact in their success.
- Qualifications: 3+ years in hospitality operations and strong communication skills.
The predicted salary is between 45000 - 55000 £ per year.
Onboard mid‑sized operators onto HOLM and keep them growing. Half consulting, half product feedback, all operator‑facing.
About the role
You’ve run operations, probably in hospitality, probably under pressure. You know what a great ops team looks like and you can meet operators where they are. You’ll be their day‑one partner.
What you’ll do:
- Onboard operators end‑to‑end: channels, policies, finance, owner portals
- Translate operator feedback into product priorities with engineering and design
- Run quarterly reviews with operators and surface expansion opportunities
- Be the first line for exception triage during the first 30 days on HOLM
What we’re looking for:
- 3+ years running short‑let, hotel or serviced‑apartment operations
- Comfort in a tool‑heavy environment — channels, PMS, accounting
- Excellent written communication; you’ll write a lot
- Bias for systems: you spot patterns and turn them into policies
HOLM is an equal opportunity employer. We welcome applications from candidates regardless of background, identity or prior experience. If something about our process gets in your way, tell us — we’ll adjust.
Apply for this role.
Operator Success Lead London or Lisbon · Hybrid employer: Useholm
At HOLM, we pride ourselves on being an exceptional employer, offering a dynamic hybrid work environment in vibrant cities like London and Lisbon. Our culture fosters collaboration and innovation, providing employees with ample opportunities for professional growth while ensuring a supportive atmosphere where every voice is valued. Join us to make a meaningful impact in the hospitality sector, working closely with operators to enhance their success and drive our product forward.
StudySmarter Expert Advice🤫
We think this is how you could land Operator Success Lead London or Lisbon · Hybrid
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Useholm. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Useholm before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Operator Success Lead London or Lisbon · Hybrid
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Useholm:Your cover letter is your chance to shine! Tell us why you want to work at Useholm specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Useholm!
How to prepare for a job interview at Useholm
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
