Talent Operations Lead

tem

📈 Who We Are: We are rebuilding the energy transaction, making it transparent and fair. Our goal is to put power back where it belongs, in the hands of customers and to take on one of the most critical problems of our century, access to low cost electricity. tem exists to fix a broken global energy market that’s long favoured legacy operators, intermediaries, and opaque pricing. Today’s electricity system was not designed for rapid decarbonisation, AI-driven efficiency or fair access for the actual users - businesses and generators. We’ve built the first AI native transaction infrastructure to reinvent how electricity is bought, sold and priced. Our technology is designed to cut out the inefficient fees, automate complex market flows, and bring transparency and fairness to energy transactions at scale. In late 2025, after extraordinary growth, we closed a $75 million Series B - led by Lightspeed Venture Partners with participation from Albion, Atomico, Allianz, Hitachi Ventures, Hitachi Ventures, Schroders Capital and others - positioning us for global expansion, deeper product innovation and category leadership. We’re scaling internationally and building toward a future where AI-driven infrastructure is foundational to electricity markets worldwide. Since launch, our modern utility product, known as RED, has already facilitated thousands of business customers and billions in energy transaction value, proving that modern software and AI can transform an industry built on legacy systems. At tem, we’re not just building another energy company, we’re rearchitecting market infrastructure so that transparency, efficiency and sustainability become the default, not the exception. At tem, everyone works in either an Engine or a Service. Engines are cross-functional teams focused on one part of the customer journey, and they own results from start to finish. Each Engine is responsible for improving a clear measure of success. Services are specialist teams that build shared tools and expertise, and they support Engines when needed. This setup helps us stay focused, move faster, and makes it clear how each role contributes to the success of the business. THE ROLE We’re looking for a Customer Experience Operations coordinator to join the Onboarding and Service cross-functional team. This is a hands-on operations role: you’ll do real back-end processing work that keeps the engine running, and you’ll be expected to do it accurately, take ownership of your remit, and actively look for ways to make the work smarter and faster over time. You won’t be thrown in without support. You’ll work closely with the Operations Lead and other stakeholders in the team, while also operating with autonomy. You’ll escalate early when something isn’t right, and you’ll bring a continuous improvement mindset to everything you do. WHAT YOU’LL DO * Keep operations running accurately * Own and execute back-end processing tasks that keep Customer Experience and the Onboarding and Service team running (document management, data entry, system administration, operational housekeeping). * Deliver work to a consistently high standard of accuracy and attention to detail. * Partner closely with stakeholders so manual processing work is handled efficiently and doesn’t become a bottleneck to customer-facing delivery. * Flag blockers, data issues, or anything that looks wrong early. * Look for ways to improve * Identify repetitive or manual processes and proactively propose solutions to reduce friction (tooling, process redesign, or flagging issues to the right person in Product, Engineering, or Operations). * Adopt existing templates and automation tools to improve your own efficiency. * Contribute to a smarter way of working across the Engine. * Document and communicate clearly * Produce clean, clear operational artefacts (process documentation, tickets, action trackers) so work can be picked up easily by others and nothing gets lost. * Communicate progress in a consistent, simple way: what’s done, what’s next, and what’s blocked. * Follow documentation standards set by the Operations Lead, contributing to a team where knowledge is shared and single points of failure are minimised. * Work with the wider Engine and tooling teams * Develop a working knowledge of the CX tooling stack and triage systems, including Intercom and HubSpot. * Support system administration, understand how customer queries move through the Engine, and help diagnose and unblock common issues. * Liaise confidently with Product, Engineering, and other teams when your work intersects with theirs. * Be curious and communicative; you don’t need to be a technical expert yet. WHAT WE’RE LOOKING FOR * High attention to detail; takes accuracy seriously and notices when something doesn’t look right. * Strong drive to improve (not just getting through the task list, but thinking about how the work could be done better). * Communicates clearly in writing and documents work so others can follow it. * Comfortable doing manual, repetitive operational work — and motivated to reduce it over time. * Familiarity with CX or support tooling (Intercom, Zendesk, Zoho Desk, or similar) is a strong plus. * Escalates early, takes ownership, and doesn’t wait to be told what to do next. * Comfortable working in a fast-paced environment with shifting priorities. Nice to have * Experience in a support operations, customer service operations, or back-office processing role. * Hands-on experience with Intercom, Zendesk, Zoho Desk, or a similar CX platform (especially configuration, admin settings, or platform management). * Exposure to automation tools such as Zapier or n8n (even at a basic level). * Familiarity with HubSpot or similar CRM tools. 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. INTERVIEW PROCESS We move fast. Most processes take 2 to 3 weeks from first chat to offer. If you need us to adapt anything, let us know. 1. Intro call with Talent, 30 minutes. 2. Hiring Manager interview, 60 minutes. 3. Skills interview with the People team, 60 to 90 minutes, including a practical exercise review. 4. Bar raiser with our founders, 45 minutes. 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.

ElevenLabs

ABOUT ELEVENLABS ElevenLabs is an AI research and product company transforming how we interact with technology. We launched in January 2023 with the first human-like AI voice model. Today, we serve millions of users and thousands of businesses - from fast-growing startups to large enterprises like Deutsche Telekom and Meta. Our investors are some of the world's most prominent, including Andreessen Horowitz, ICONIQ Growth and Sequoia. We've raised $781M in funding and our last valuation was $11B - multiples of 11, always. We have expanded from voice into three main platforms: * ElevenAgents enables businesses to deliver seamless and intelligent customer experiences, with the integrations, testing, monitoring, and reliability necessary to deploy voice and chat agents at scale. * ElevenCreative empowers creators and marketers to generate and edit speech, music, image, and video across 70+ languages. * ElevenAPI gives developers access to our leading AI audio foundational models. Everything we do is the result of the creativity and commitment of our team - builders doing the best work of their lives. We are researchers, engineers, and operators. IOI medalists and ex-founders. If you want to work hard and create lasting positive impact, we want to hear from you. HOW WE WORK * High-velocity: Rapid experimentation, lean autonomous teams, and minimal bureaucracy. * Impact not job titles: We don’t have job titles. Instead, it’s about the impact you have. No task is above or beneath you. * AI first: We use AI to move faster with higher-quality results. We do this across the whole company—from engineering to growth to operations. * Excellence everywhere: Everything we do should match the quality of our AI models. * Global team: We prioritize your talent, not your location. WHAT WE OFFER * Innovative culture: You’ll be part of a generational opportunity to define the trajectory of AI, surrounded by a team pushing the boundaries of what’s possible. * Growth paths: Joining ElevenLabs means joining a dynamic team with countless opportunities to drive impact - beyond your immediate role and responsibilities. * Learning & development: ElevenLabs proactively supports professional development through an annual discretionary stipend. * Social travel: We also provide an annual discretionary stipend to meet up with colleagues each year, however you choose. * Annual company offsite: Each year, we bring the entire team together in a new location - past offsites have included Croatia and Italy. * Co-working: If you’re not located near one of our main hubs, we offer a monthly co-working stipend. About the Role As the Customer Success Lead you'll lead a team of experienced Customer Success team members across the UK&I region. You'll balance people leadership, strategic direction, and hands-on customer impact - driving excellence in post-sales outcomes and ensuring your team consistently delivers measurable value to customers and the business. You will: * Lead, coach, and develop a high-performing CS team, owning team and regional NRR performance, customer retention, and expansion goals. * Act as a player-coach: directly manage priority accounts, join key customer conversations, and model best-in-class success practices. * Lead by example in complex post-sales and renewal cycles, unblocking issues, driving adoption, and identifying expansion opportunities. * Set strategic direction for the team, aligning customer success initiatives with company goals and market trends. * Monitor and optimize delivery quality across all accounts, ensuring consistency, excellence, and predictability in customer outcomes, implementing scalable processes that improve accuracy, visibility, and operational efficiency. * Design and implement repeatable playbooks for renewals, upsells, and adoption; automate workflows and tools to scale team impact. * Own the ongoing development and optimization of best practices for Commercial and Scale playbooks, ensuring consistent execution, measurable impact, and continuous refinement as the business evolves. * Build and maintain executive-level relationships across priority accounts, serving as a strategic advisor and customer advocate in internal and external forums. * Represent the voice of the customer in leadership discussions, influencing roadmap, operations, and revenue strategies. * Partner with Europe GTM & cross functional leadership to align organizational objectives, drive cross-functional initiatives, and ensure cohesive execution across customer success, sales, and operations teams. Requirements • 10+ years of experience in Customer Success or post-sales roles within SaaS, ideally some of this within UK&I accounts. • Demonstrated technical acumen with the ability to upskill and enable the team — fostering confidence in navigating product capabilities, integrations, and data insights to strengthen customer outcomes. • 5+ years of direct people leadership experience — managing CSMs, driving team quota, and developing talent through coaching and enablement. Passion for developing people and building a high-performance, feedback-driven culture grounded in accountability, learning, and customer impact. • Strong player-coach mindset: comfortable managing key accounts directly while leading others to excel in their own portfolios. • Demonstrated success in exceeding renewal, expansion, and NRR goals through effective customer engagement and strategic account management. • Expertise in CS methodologies and best practices (e.g. success planning, adoption frameworks, ROI storytelling, executive alignment). • Strong analytical and operational skills: adept at using data to identify performance trends, optimise workflows, and forecast outcomes. • Strong builder mindset - you thrive in building from scratch, redefining processes and playbooks, and operating with an AI-first mindset • Bonus: Hands-on with tools (Salesforce, Gong, Sigma, Pylon) and capable of improving data quality, visibility, and usage insights across the team. This role is remote-first, so it can be executed from anywhere within UK&I. If you prefer, you can work from our offices in London and Dublin.

Primer

An Introduction to Primer Primer is the unified infrastructure for global payments. We give finance and payments teams the visibility and control to reduce complexity, improve performance, and capture more revenue - all from a single platform. Backed by Sofina, Peak XV Partners, ICONIQ, Tencent, Accel, and Balderton, we're building the payments layer the world's best companies rely on. Watch our showcase > Read up on our $100m Series C Learn more about our culture >   WHAT WILL YOU BE DOING? * Own the operating model for the full product organisation: planning cadences, roadmap governance, OKR cycles, and the rituals that keep a distributed, senior team aligned without drowning them in process * Define how Primer measures product performance across the portfolio — build the instrumentation, the dashboards, and the feedback loops that give leadership clarity on what is shipping, what is slipping, and what it means for the business * Set the strategy and direction for product tooling: what the team uses, how it integrates, and how it evolves as the company scales from Series C to a much larger organisation * Lead go-to-market readiness across the product function — coordinating across Product, Engineering, Commercial, and Marketing to ensure launches land with the right preparation and the right people informed * Identify and resolve systemic friction across the product org, not one-off fixes but durable structural changes that remove the same class of problem from recurring * Build the knowledge infrastructure for the product function: documentation standards, onboarding, decision records, and shared frameworks that mean institutional knowledge survives people leaving and scales with hiring * Act as a strategic partner to Theo, owning the operational detail and the cross-functional coordination that lets him stay focused on product direction WHAT WE'RE LOOKING FOR * Substantial experience in a senior Product Operations, Chief of Staff, or equivalent role inside a B2B technology company — you have built or significantly rebuilt a product operating model before * Genuine analytical capability: you can work directly with data, build dashboards, and turn numbers into clear narratives without depending on a data team to do it for you * Track record of creating systems and processes that people actually adopt and maintain over time — you know the difference between documentation and infrastructure * Comfortable operating across Product, Engineering, and GTM without a clear lane — you influence through the quality of your thinking and the usefulness of what you build * Multi-quarter strategic thinking: you can hold the big picture of how the product function should operate in eighteen months while executing in the present * Highly autonomous in ambiguous environments — you do not need the problem to be fully defined before you start making progress on it * Nice to have: experience in payments, fintech, or developer-facing infrastructure products ✅ A TYPICAL INTERVIEW PROCESS * An initial intro call with a Talent Partner * An interview with the Hiring Manager * Challenge Stage - Contextualised to the role * A final, values-alignment interview WHAT'S THE CULTURE LIKE AT PRIMER? We're building a culture where people can do their best work and be proud of the impact they have. You'll be working with people who are mission-driven, smart, and reflective, and who are genuinely invested in building exceptional products and delivering success for our merchants. We work remotely, and have done since day one. We believe that building a successful, profitable company goes beyond proximity. We invest in our relationships through great remote working practices and thoughtfully designed face-to-face time, including workations, our annual company retreat, and access to co-working spaces across most major cities. The work is challenging. Scaleups are a challenge, and building category-defining products is a challenge. But there's a meaningful difference between a challenge and a struggle. At Primer, the right challenge comes with the right support: strong onboarding, a collaborative environment, and a team that is genuinely invested in your success. It's never something you face alone. OUR BENEFITS 🌍 We are fully remote and globally distributed; and have been since day one 💰 Competitive share options 🌴 Uncapped holiday, with 25 days minimum to be taken 🗣️ Co-working space access across major cities 📅 Workations & Company Retreat 💻 The best equipment for your role 🏠 £500 towards your home office setup 🔎 Generous learning budget 🏥 Private Medical Insurance 📈 A broad set of additional perks and benefits (depending on location) DON’T MEET EVERY SINGLE REQUIREMENT? At Primer, we're dedicated to building a diverse, inclusive, and authentic workplace. If you're excited about this role but your experience doesn't align perfectly with every qualification listed, we encourage you to apply. You may be the right candidate for this or other roles. Primer is committed to the equal treatment of all current and prospective employees and adopts a zero-tolerance approach to discrimination, regardless of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, marriage and civil partnership, or any other background or belief.