MAKE THE INVISIBLE FRICTION DISAPPEAR.
Support that feels slow. Handoffs that drop the ball. Tickets that go nowhere.
You’ll fix it all, behind the scenes, so the customer never feels the pain.
This role sits at the intersection of operations, systems, and customer experience.
You’ll improve how teams work together, how tools talk to each other, and how issues get solved fast.
WHAT YOU'LL BE DOING.
-
Map support workflows and remove bottlenecks
-
Improve agent tools, macros, and templates
-
Optimise handoffs between CX, logistics, and warehouse
-
Integrate tools (e.g. Zendesk, Gorgias, Shopify, Notion)
-
Create internal SOPs and playbooks for scale
-
Analyse operational CX metrics and close gaps
-
Reduce first-response time, resolution time, and ticket backlog
PROCESS THINKER. FIX-IT DOER. CX SYSTEMS WHISPERER.
-
2+ years in CX ops, support ops, or systems/process roles
-
Familiar with Zendesk, Gorgias, Help Scout, Aircall, etc.
-
You’ve built macros, flows, SOPs, and internal tooling
-
You see CX as both emotional and operational
-
Bonus: You’ve worked in a fast-paced DTC brand or e-commerce business
WE REWARD CLEAN SYSTEM AND TANGIBLE OUTCOMES.
£38,000 – £45,000/year GBP
Based on experience and demonstrable ops/CX wins.
Show us what you’ve fixed, and we’ll pay accordingly.
Benefits:
-
Hybrid: 2–3 days in London HQ, rest remote
-
Flexible hours
-
Quarterly performance bonus (tied to CX ops KPIs)
-
Generous holiday + public days off
-
Annual CX training/learning budget
-
Access to YOURCXC frameworks and strategy toolkits
-
Growth path to Head of CX Ops or Strategy
