Customer Operations Lead | £28-40K + bonus + equity

London, England, United Kingdom Full-time

We’re looking for a people-oriented, analytical candidate to help scale our customer operations team. You’ll take the lead in driving customer success - in both customer love and problems solved.

 

Cleo has grown from 200,000 to 400,000 users in just four months, and as we continue to grow rapidly, we want to make sure the voices and needs of our customers’ are heard, responded to and championed though product development.

 

What you’ll work on:

  • Scaling our customer operations: setting up the team and systems we need to deliver exceptional service to our expanding customer base; allowing them to use the product, exactly as they want, first time.
  • Making our customer work data driven: constantly track and optimise response times, customer happiness and broader team metrics. Where you need support to build these skills, we’ll get you the training you need, from excel tips to learning SQL.
  • Training and leading the team as it grows:
    • Hiring people who are driven to make our customers happy
    • Training and coaching them, giving fortnightly 1-2-1s
    • Leading them to identify and implement ideas that can make our service better, both in customer advice and core product improvement, feeding into the product team.
  • On the frontline, driving customer success: talking directly to our customers on a daily basis to help them use the product, learning where we can be better and rolling out your ideas
  • Sharing and applying your deep customer knowledge: you’ll have a hand in feeding into the product and dev teams, our partners and applying regulation as we scale

 

Why you should join:

  • Get to work at one of the fastest growing, venture-backed startups anywhere in the world. We launched in the US in March, and have gone from 200,000 users in February to over 400,000 by June.
  • Work with one of the smartest, dedicated and passionate teams in Europe.
  • Have a genuine impact on the tens of thousands talk to Cleo each day. We make a positive difference to quality of life.

You:

  • Are organised, great at prioritising tasks and are always thinking about where you can spend your time to have the most impact
  • You're an outstanding team player and have managed people in at least one previous role, and love it
  • Can show us you are passionate about making our customer experience exceptional
  • Have evidence of taking initiative and delivering outcomes above and beyond expectations either at uni or work
  • A plus: 2.1 in a university degree, experience with Excel/data analysis

If you aren’t completely confident that you fit our exact criteria, please get in touch immediately. Humility is a wonderful thing - we're at least as interested in character as in talent.

We are an equal opportunity employer and value diversity.

 

Our process

  1. A quick phone call with our COO to find out more about your experience and why you want to work at Cleo.
  2. A short exercise to prepare at home (1 hour)
  3. Onsite interview:
    1. Talk through your exercise
    2. Work through an interesting problem together
    3. Meet the CEO and COO



Apply for this opening at http://meetcleo.recruiterbox.com/jobs/fk01d58?apply=true