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Customer Service Operations Manager
Full-time
Customer Service Operations Specialist (Data & AI)
A fast-growing consumer-focused business is looking for a highly data-driven CX Operations Manager to help optimise and scale customer support operations through AI-enabled tooling, automation and smarter workflows. This is a hands-on individual contributor role sitting within the Customer Experience function, working closely with Product, Engineering and GenAI teams to improve operational performance, tooling and customer experience through data-led decision making. You’ll play a key role in evolving AI-powered support tooling, improving workflows and helping shape the future of customer operations within a collaborative, technology-driven environment.
What You'll Be Doing
Optimising and improving AI/agentic customer support tooling and workflows
Analysing customer and operational data to identify trends and improvement opportunities
Building reports, dashboards and operational insights
Working cross-functionally with Product, Engineering and Support teams
Improving Help Centre content, automation quality and tooling effectiveness
Acting as a key stakeholder across customer support tooling platforms
What We're Looking For
Strong analytical and problem-solving skills with a highly data-oriented mindset
Experience within Customer Support, CX Operations or Customer Experience environments
Experience with tools such as Excel/Google Sheets, Looker, Tableau, Power BI or SQL
Exposure to platforms such as Intercom, Zendesk, Dixa or similar CX tooling
Interest in AI, automation and agentic tooling
Someone proactive, curious and passionate about improving systems and processes
Additional Info
Hybrid working – 3 days
Up to 5 remote working weeks per year
Equity included
Collaborative environment with strong focus on AI and operational innovation
If you're excited by the future of AI-powered customer operations and enjoy solving operational problems through data and technology, we’d love to hear from you.
