tem - Customer Experience Operations Lead
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT
Requirements
• A background in Support Operations or CX Operations you understand how these functions work, what breaks them, and how to make them excellent. • Someone who owns strategy and executes you're not here to think out loud and delegate. You'll roll your sleeves up. • Strong systems thinking: you see the long-term shape of things, understand sequencing, and can make clear tradeoff decisions. • Hands-on experience with CX platforms (Intercom or similar), automation tooling (n8n, Retool, or equivalent) and CRM tools (HubSpot or similar) • Confidence with CRM tools, ideally HubSpot. • Clear, direct communication skills written and verbal with the ability to document processes in a way that others can actually use. • Comfortable working with technical teams and holding your own in conversations about tooling, automation, and agentic systems. • Someone who spots gaps, takes ownership, and doesn't wait to be asked.
Responsibilities
• Systems, tools and automation • Act as the operational backbone, maintaining and monitoring core workflows and systems so they are reliable, well-documented, and built to scale. • Build and improve operational automations that route work intelligently, reduce manual effort, and align with business logic. • Define triage protocols so customer queries are routed and resolved efficiently. Own the resolution of key operational issues, including hands-on support when needed. • Process design and operational quality • Work closely with the CX Lead to scope, develop, and continuously improve the operational processes that underpin customer experience at tem, translating CX strategy into a reliable, documented, and scalable operating system. • Liaise across teams at tem to ensure operational processes are understood, joined up, and designed to scale, bringing coherence to how work flows across the business. • Track and analyse customer issues to identify patterns, bottlenecks, and repeat offenders. Partner with Product to remove recurring friction and prepare CX for scale. • Identify gaps in the operating system and make clear, well-reasoned decisions about how and when to fill them, balancing short-term fixes with long-term architecture. • Make hard prioritisation and trade-off calls aligned with tem's North Star and goals. • Cross-functional partnerships • Partner with Product, Engineering, and Product Marketing to scope and QA internal and customer-facing releases, bringing an operational lens to everything. • Liaise with other Ops leads as our agentic layer is built out, striking the right balance between automated and human CX structures and systems. • People, knowledge and communication • Mentor and guide junior Operations team members, supporting their growth without doing the work for them. • Ensure knowledge is shared and processes are documented so the team can operate without single points of failure. • Communicate clearly and proactively with stakeholders across all levels keeping the right people informed without creating noise.
Benefits
• 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.
No credit card. Takes 10 seconds.