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CX Operations Associate
Full-time
Location: Remote UK (preference for London-based)
Contract: Permanent, full-time
Reports to: Head of CX & Operations
About Vinterior
Vinterior is the online marketplace for vintage and antique furniture, connecting design-led buyers with the best independent sellers across the UK and Europe. We're scaling through AI and automation, and our CX team is the Trust Engine of the marketplace: building confidence for premium buyers, protecting sellers and buyers from fraud, and delivering exceptional service at scale.
You can read more about what we stand for in our company values here: https://vinteriorhq.notion.site/Our-Company-values-c1e9685b54734b06985f1749f233c0dc.
Who You'll Be
We're looking for a sharp, systems-minded CX Operations Associate to join the team. This role exists to free up strategic bandwidth; you'll be the operational right hand to the Head of CX & Operations, someone who can be handed something and gets on with it. You love getting stuck in the detail, you make things happen, and you don't need hand-holding to do it. You bring a positive, can-do energy to the work, and you're energised by hard problems. Where your manager thinks in strategy and people, you think in systems and execution. You close loops, document what others leave in their heads, and flag problems before they escalate.
The Role
This role has two core pillars:
AI & Automation ownership: you'll own and continuously improve our AI chatbot (Margot, built on Intercom's Fin AI), build workflow automations that reduce manual effort across the team, and raise the standard of how we use AI operationally.
Operational systems: you'll build and maintain the processes, playbooks, escalation paths and knowledge management systems that keep the team running well as we scale.
You'll work closely with the Head of CX & Operations, the broader CX team, and our Product & Engineering team.
Key Responsibilities
AI & Automation
Own and continuously improve Margot (our Fin AI chatbot) -response quality, deflection rates, edge case handling
QA AI-generated responses to ensure they meet our premium service standard
Design and build CX workflow automations that reduce manual effort across the team
Help colleagues integrate AI into their own workflows, raising the team's overall capability.
Operational Systems
Build and maintain CX and Ops playbooks, handover templates and escalation paths
Keep process documentation accurate as products, policies and teams evolve
Own our internal knowledge base, ensuring it stays current and is structured to feed Margot's AI knowledge effectively (better articles \= smarter automation)
Support the team's quality infrastructure -pulling data from Intercom and Looker to spot patterns, surface insights and inform priorities.
Trust & Safety
Support the operational execution of trust and safety: fraud triage, scam detection flagging, marketplace moderation and returns
Maintain compliance processes including DSARs and AML -shared tracker, escalation path, deadline visibility
Work with Product on AI-powered fraud detection tools, contributing operational insight to their build
T&S strategy and ownership sits at leadership level; this role is the operational engine that keeps it running.
Product Improvement
Draft product improvement ideas based on patterns in customer pain points and recurring broken flows
Build the data case for fixes by connecting customer friction to business impact
Communicate CX insights to the Product team and advocate for changes that improve the buyer and seller experience.
About You
1–3 years of experience in CX operations, marketplace operations, e-commerce, or a similar role. You're work-ready and self-directed; this is not a role where you'll be walked through every task
You've built automations, not just used AI tools: You can point to workflows, integrations or systems you've built using AI, no-code tools, or scripting
A systems thinker: you see a process and immediately think about how to make it better, faster, or automatic
Comfortable with data: you can navigate Looker or similar dashboards, pull insights and use numbers to make a case
Executional and reliable: you get satisfaction from closing loops and finishing things, not just conceiving them. You flag problems early and matter-of-factly, without needing to be asked
A natural documenter: you instinctively capture processes, decisions and context in writing, turning tribal knowledge into something the team can actually use
An excellent communicator: strong written and verbal English, can explain a technical process to a non-technical person, writes clean documentation and knows when to escalate.
Nice to have
Experience with Intercom, especially Fin AI or chatbot configuration
Background in trust & safety, fraud, AML or GDPR/DSAR processes at a marketplace or platform
Familiarity with returns, logistics or delivery operations.
What Success Looks Like at 6 Months
Support centre knowledge articles have been audited and refreshed so it's clear, structured, no content gaps, and buyers and sellers can self-serve more effectively
Margot's resolution and deflection rates have measurably improved, a QA review cadence is in place, and AI response quality is consistently meeting our premium standard
At least two significant CX workflow automations are live and saving team time
All core CX playbooks and handover templates are documented, accurate and being used
You're proactively flagging patterns and surfacing insights without being asked
The Head of CX & Operations is spending less time in day-to-day operational loops and more time on strategy, and this role has genuinely created bandwidth.
What We Offer
Annual Leave: 25 days of paid leave in addition to 8 bank holidays
Private Medical Insurance: Comprehensive private medical insurance coverage to ensure your well-being
Health and Well-being Allowance: A monthly allowance of £50 for health and well-being expenses
Pension Scheme (provided by Nest)
Charity Days: You will receive paid leave to support your chosen charity and make a positive impact on the community.
Tenure Gift: You will receive additional paid leave for 1+ years of service to the company.
Employee Vinterior Discount: Enjoy a special discount on Vinterior products as a team member
Workplace Nursery Scheme
Cycle to Work Scheme
Please note that all benefits are subject to the terms and conditions outlined in our employee handbook. Only available for full-time UK-based employees.
Our Hiring Process
1. Initial Screening (30 mins):
A conversation with someone from the team to learn more about your experience
2. Hiring Manager Interview (45 mins): A deep dive into your experience and approach with our Head of CX & Operations
3. Task / Assessment (45 mins): A short task to showcase how you think about CX operations and AI
4. Head of Finance & Compliance Interview (30 mins): A conversation with our Head of Finance & Compliance
5. CEO & Founder Meeting (45 mins): A final conversation with our CEO and Founder.
