Customer Operations Manager

Octopus Legacy

THE COMPANY We're Octopus Legacy: one of the fastest-growing tech companies in the country, part of the UK's most exciting and best-trusted group, and we have a mission. We're on a path to scale, aiming to become a household name while transforming a long-established industry and helping our customers prepare for, and find support after, death. We can't do it alone, and that's why we're assembling a team of top performers to build with us. Ready to be part of something big? THE ROLE Our Customer and Bookings teams sit at the heart of the estate planning business unit, guiding people through some of the most important decisions of their lives. As we scale, we need someone to bring operational rigour to how these teams run: how we track performance, where we lose time, and how we get better every week. As Customer Operations Manager, you'll implement and manage operations across our Customer and Bookings teams. You'll build the systems, dashboards and reporting that show us what's really happening, then work with leadership to optimise processes, remove friction and drive up efficiency and productivity. The metrics you develop and improve will directly impact both the P&L and our customer experience across the estate planning business unit. This is a hands-on operator role. You won't manage individuals in the teams, but you'll work closely with them day-to-day to understand their pain points and design better ways of working around them. You'll report to the General Manager / Head of Customer, and you'll be expected to hit the ground running. KEY RESPONSIBILITIES * Implement and manage operations: own the operational engine across the Customer and Bookings teams, from how work flows through the day to how performance is measured, keeping things running smoothly as priorities shift. * Build the data and tracking: implement new ways of capturing and tracking data across the teams, so we can see what's working, spot problems early, and make decisions from evidence rather than instinct. * Create dashboards and reporting: design and build the dashboards leadership and the teams rely on, turning raw data into clear, actionable views of performance against our commercial and customer targets. * Optimise processes and drive efficiency: work with leadership to redesign processes, cut out waste and lift productivity across the teams, then keep iterating as we learn what works. * Understand the frontline: work closely with team members to understand their pain points and the reality of the work, making sure the processes and tools you build actually help them do their jobs better. * Move the metrics that matter: develop and optimise the KPIs that directly impact the P&L and our customer experience metrics, keeping commercial performance and service quality both firmly in view. WHO ARE YOU? * An experienced operator who has managed operations within a customer or sales team, and knows how to bring structure and momentum to a busy frontline function. * 3+ years' experience, ideally in a start-up or scale-up environment, so you're comfortable building things that don't exist yet and moving quickly. * Fluent with data: you can design tracking from scratch, build dashboards, and turn numbers into clear recommendations and action. * Commercially minded, with a real understanding of how operational metrics connect to the P&L and to customer experience. * A natural process-improver who instinctively spots inefficiency and knows how to fix it without breaking what already works. * Someone who builds trust with the frontline: you listen well, understand people's pain points, and design with them rather than for them. * Comfortable with ambiguity and change, happy to shape a role and its tooling as you go, and to change course as we learn. * Organised, decisive and self-directed, able to juggle competing priorities and make quick, sensible calls. WHAT SUCCESS LOOKS LIKE * Clear visibility: leadership and the teams have trusted, real-time dashboards showing performance across the Customer and Bookings functions, and decisions are made from data. * Better, faster processes: you've redesigned key workflows so the teams work more efficiently and productively, with measurable time and cost saved. * Metrics moving in the right direction: the KPIs you own are directly improving both the P&L and our customer experience across the estate planning business unit. * A frontline that feels heard: the teams see the operations you build as making their jobs easier, because you've designed around their real pain points. * Scale without the wheels coming off: as volumes grow, our operations hold up, because you've built systems and processes that scale. WHY YOU'LL LOVE IT HERE * As a customer-first company, the work you do to make our Customer and Bookings teams sharper and more effective sits right at the heart of the business. * We're part of a group that believes work should mean something. You'll be trusted to do what's right, supported to grow, and encouraged to shape the way we work. * You'll be part of a team you can truly count on, colleagues who support each other and put customers first, every day. * You'll be building operational foundations from the ground up, with real ownership over how our teams run. * A fast-growing business with real room to learn, grow and influence change. * Competitive package, great benefits and clear opportunities to progress. OUR MISSION Octopus Legacy is the place to plan for death and find support after loss. When people think about planning for death they think about wills, life insurance and funerals. We take these cold processes and turn them into something more human, letting people share more than money: voice notes, music, recipes. A legacy that connects them while they're here, and after they're gone. Founded by Sam after his mum died suddenly, we're a group of people who work in death because we've been affected by it. We know the difference a good plan makes, and what it's like when there isn't one. We see a world where people talk openly about death and work out the real meaning of legacy, one that connects to them. We're here to make that world happen. BENEFITS * Octopus share incentive scheme. * 27 days holiday + an extra day off for your birthday. * Work from anywhere in the world for up to 4 weeks per year. * Vitality Health & Life Insurance. * Pension scheme. * Enhanced parental leave. * Free Will & LPAs + discounts on other Octopus services. * Cycle to Work Scheme and access to the Electric Vehicle (EV) Salary Sacrifice Scheme. * Octopus Giving: we match any charitable fundraising you do up to £500. * Octopus Springboard: where we help our employees become fully-fledged entrepreneurs. * Dog-friendly office, breakfast every day, snacks and wellness activities. We know that to be truly innovative we need a diverse team around us. That's why Octopus Legacy is committed to creating an inclusive environment and is proud to be an equal opportunity employer.

Pivot

ABOUT US Every company that scales lives or dies by its procurement function. It manages the vendor relationships that keep operations running, the financial guardrails that prevent overspend, and the supply chain resilience that determines whether a company survives a crisis or folds under one. And yet, the people doing this work spend 80% of their time in spreadsheets. Not because they lack ambition, because the tools haven't changed in 25 years. Pivot is building the AI operating system for procurement: enterprise-grade infrastructure that hands the manual grind to AI agents so procurement teams can do what they were actually hired to do, shape the strategic future of their companies. Our platform combines intake, approvals, vendor management, invoice matching, and ERP integrations in a single AI-native platform. We've lived this frustration firsthand. We built Pivot because we couldn't find what we needed, and because we believe procurement shouldn't be the last function to enter the AI era. It should be the first. The adventure started mid-2023 with three founders, former C-levels from fintech unicorns (Qonto and Swile) and highly experienced engineers from top-notch tech companies. We’ve since raised $40M in a Series B round, totaling our funding to $70M, coming from tier-1 investors. We’ve built a team of 70, are operating across 25+ countries, and are trusted by enterprise leaders like DoorDash, Lemonade, Wolt, and Flix We're looking for smart, execution-driven people who care about building something exceptional. YOUR ROLE Pivot is seeking a highly motivated and experienced Customer Success Manager to join our Operations team. This role is crucial in ensuring our clients receive outstanding support and an exceptional customer experience. You will be the first line of defense for any kind of client issues or requests and will play a key role in evolving our Operations processes and tools. Working hand-in-hand with the Customer Success Lead and the Customer Operations managers, you’ll be fundamental in ensuring customer satisfaction, our north star KPI at Pivot.   Customer Care excellence * Provide top-notch care to clients, addressing and resolving their issues efficiently and effectively in collaboration with the tech team. * Manage support tickets from creation to closure, ensuring timely and accurate resolutions. * Investigate and escalate technical issues to the product and tech teams, relying on your in-depth product knowledge to analyze customer requests. This is not basic customer support. * Draw analyses from what you see, identify root causes and define action plan to improve our solution   Client Setup and Evolution * Update existing clients setups based on our client feedback and needs, including workflows, intake forms etc. * Ensure all client interactions are documented and follow up on client requests promptly   Technical project management: * Work closely with product, tech, and integrations teams to relay client feedback and drive product improvements. * Follow up on the development of new features and improvements, participating in product spec reviews and challenges.   Customer Success * Client satisfaction * Ensure client satisfaction and follow-up closely on your accounts (i.e., QBR, success metrics) * Upsell * Identify upsell opportunities (in collaboration with sales team) * Renewals and anti-churn * Identify potential risks and counter-measure to avoid churns * Ensure renewals of contracts (in collaboration with sales team)   Tooling and documentation * Tools optimization and implementation * Evaluate and implement new customer support tools, including communication channels and ticketing systems. * Conduct benchmarking and select the best solutions to enhance our support infrastructure and clients delivery tracking methods * Documentation and process * Set-up new documentation and processes to support both Customer Support and Success improvements   YOUR MINDSET * A solver who sees every challenge as an opportunity. * A client-first approach, ready to go above and beyond client expectations * A growth-minded individual eager to scale with a dynamic company.   REQUIREMENTS * You have at least 4 years of experience in customer success, customer support, or a related field within a SaaS or software environment. * You are an excellent problem-solving abilities and technical proficiency to troubleshoot product-related issues. * You are a native English speaker * You know how to talk to clients, delivering relevant answers and reinsuring them * You have strong project management skills and the ability to juggle multiple priorities. * You have a proven track record of managing support operations and improving customer service processes and tools. * You have experience in a startup environment, building support systems and processes from scratch. * You are proactive, able to prioritize, and willing to thrive in our rapidly growing startup environment and contribute energetically to our collective success. * You pay close attention to details, an excellent listener, and a valuable team member. WHAT YOU WILL GET * A competitive salary package plus equity (ESOP) * Pension plan * Private medical insurance * 25 days of annual leave + 8 public holidays * Enhanced sick leave * 2 days of remote work per week * The richness of a multicultural and international team (more than 15 nationalities). * A unique chance to grow with a fast-scaling innovator

Lendable

ABOUT LENDABLE Lendable is on a mission to build the world's best technology to help people get credit and save money. We're building one of the world’s leading fintech companies and are off to a strong start: * One of the UK’s newest unicorns with a team of just over 700 people * Among the fastest-growing tech companies in the UK * Profitable since 2017 * Backed by top investors including Balderton Capital and Goldman Sachs * Loved by customers with the best reviews in the market (4.9 across 10,000s of reviews on Trustpilot) So far, we’ve rebuilt the Big Three consumer finance products from scratch: loans, credit cards and car finance. We get money into our customers’ hands in minutes instead of days. We’re growing fast, and there’s a lot more to do: we’re going after the two biggest Western markets (UK and US) where trillions worth of financial products are held by big banks with dated systems and painful processes. JOIN US IF YOU WANT TO 1. Take ownership across a broad remit. You are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1 2. Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo 3. Build the best technology in-house, using new data sources, machine learning and AI to make machines do the heavy lifting ABOUT THE ROLE Reports to: Operations Manager (US Cards & Loans) As a Team Lead in Customer Operations, you will lead, coach, and develop a team of approximately 10 front-line agents responsible for delivering exceptional service and support to our US customers, across our Cards product. You will ensure the consistent achievement of key performance indicators (KPIs), use data and insight to foster continuous improvement, and champion initiatives that streamline processes and improve customer experiences. You will dedicate a substantial portion of your time (up to 30%) to identifying and supporting process improvements, leveraging frontline insights to inform automation, digital enhancements, and re-engineering of complex workflows. You will play a pivotal role developing your team, managing risk, ensuring compliance, and collaborating cross-functionally to deliver the best possible customer and business outcomes.   KEY RESPONSIBILITIES Team Leadership & Development * Lead, coach, and inspire a team of 10 agents, ensuring they deliver high-quality, empathetic support and achieve team and individual KPIs (e.g. quality, compliance, productivity, SLAs). * Foster a culture of accountability, continuous learning, and best practice, tailoring support and development to the needs of each team member and identifying emerging talent. * Conduct regular individual and team performance reviews, providing actionable feedback and targeted coaching. Performance Management & Data-Driven Improvement * Monitor and analyse a variety of data sources (KPIs, dashboards, call listening, QA, customer feedback) to assess individual and team performance. * Identify trends, performance gaps, opportunities for improvement, and design appropriate action plans to uplift service quality and efficiency. * Escalate and resolve issues proactively, using data and customer insights to drive change. Process Excellence & Continuous Improvement * Dedicate up to 30% of your time to reviewing customer and team interactions (calls, chats, digital correspondence, workflows) to identify process pain points and improvement opportunities. * Collaborate cross-functionally with Product, Technology, and Operational teams to support automation, system enhancements, and re-engineering of complex processes. * Champion and embed process changes, ensuring they improve customer journeys, efficiency, compliance, and accessibility, especially for vulnerable or high-risk customers. Compliance, Risk & Quality * Ensure your team's customer interactions meet regulatory and compliance standards relevant to all customer segments, with particular attention to those in vulnerable or complex situations. * Promote risk awareness, adherence to policies, and corrective action where necessary. * Support in embedding governance, quality frameworks, and change management initiatives within the team. Stakeholder Engagement & Communication * Communicate performance, risks, best practices, and improvement recommendations to the relevant Head of Department and across teams as required. * Act as an advocate for frontline feedback and customer insight, driving positive change through cross-functional collaboration. EXPERIENCE & SKILLS * Proven experience managing or supervising customer-facing, operations, or support teams in a regulated, fast-paced, and/or tech-enabled environment. * Experience in driving the performance and development of individuals and teams against ambitious targets. * Analytical skills, with the ability to interpret a range of data sources (dashboards, QA, customer feedback) to inform coaching and process improvements. * Demonstrated ability to motivate, coach, and develop a diverse team; skilled at recognising and nurturing emerging talent. * Comfortable working with CRM/case management systems, digital platforms, and supporting technology-driven change (automation, AI, etc.). * Strong written and verbal communication skills, with the ability to engage, motivate, and influence at all levels. * Experience working within compliance, risk management, or regulated environments, particularly in the US, is desirable. Behaviours & Approach * Champions a customer-first mindset: committed to delivering compassionate, fair, and tailored support, particularly for customers in vulnerable or complex situations, while always seeking opportunities to enhance efficiency and streamline the customer journey. * Proactive and solutions-oriented; thrives on analysing problems, leading change, and delivering continuous improvement. * Data- and insight-driven; uses evidence to inform decision-making and team management. * Inclusive leader, motivating teams through change and fostering a culture of development, accountability, and collaboration. * Personally resilient, adaptable, and accountable; able to balance customer, business, and risk priorities. * Embraces technology, innovation, and new ways of working to deliver better outcomes for customers and colleagues. Working Pattern Bi-weekly rotation: 10am - 7pm 12pm - 9pm Monday & Friday: WFH Tuesday - Thursday: London office LIFE AT LENDABLE * Winning team: the opportunity to scale up one of the world’s most successful fintech companies * Flexible working: flexible approach tailored to each role. Hybrid roles require three days in-office weekly; fully remote roles include regular opportunities for in-person connection through socials and off-sites * Socials & connection: opportunities and events to come together, socialise, and get to know each other beyond the office walls * Health coverage: support for your physical and mental wellbeing, including private health cover * Retirement & savings: long-term financial wellbeing through retirement savings plans * Employee referral programme: earn a competitive bonus when you refer successful new team members * Office meals & snacks: enjoy a fully stocked kitchen, plus complimentary lunches prepared by in-house chefs on in-office days at select locations * Sustainable commuting: cycle-to-work and electric vehicle salary sacrifice schemes available in select locations Please note: The availability and details of specific benefits vary by location and role. For more information, please speak to your Talent Partner. Check out our blog!