tem - Customer Experience Operations

• 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.