CX Operations Specialist

About EatClub

At EatClub, we believe restaurants and bars are the beating heart of every city's culture. Whether it's discovering a hidden gem, grabbing a late-night takeaway, or meeting friends for a drink, our mission is simple: help the hospitality industry thrive through smart, powerful tech.

Our platform helps over 2 million customers discover top restaurants and access real-time deals that save them up to 50% off the bill. We empower more than 4,000 venues to fill empty tables, increase foot traffic, and maximise revenue.

Recently ranked #11 on the 2025 Deloitte Tech Fast 50! Now is an exciting time to join our team. Initially co-founded by Marco Pierre White and leaders in the food tech scene, we're now a 150+ person scaleup that's growing fast and making waves in the industry.

Why You'll Love Working With Us

• Join a team where AI and automation are the number one priority for 2026 - you will be building the systems that make it real

• Work directly with the CX Operations Lead on a function that is actively being shaped, not inherited fully baked

• A genuine stepping stone role - the skills you build here in Zendesk, automation, and AI tooling are among the most in-demand in operations right now

• Team that cares about outcomes and empowers ownership

• Staff discounts to enjoy through EatClub

A Day-in-a-Life of our CX Operations Specialist

EatClub's CX team is investing heavily in automation and AI - the goal is to scale support quality without scaling headcount proportionally. To do that, the systems underneath the team need to work properly. That is where you come in.

You are the person who makes things real. The CX Operations Lead designs the workflows, the automation logic, and the platform strategy. You build it, configure it, test it, and keep it running. When something breaks or drifts, you are the first to notice and the first to fix it.

Your week moves between building and maintaining. One day you are configuring a new Zendesk automation to route tickets more cleanly. The next, you are updating the knowledge base so the AI assistant gives accurate responses. You pull the weekly reporting data, flag what looks off, and make sure the dashboards the team relies on actually reflect reality.

This role suits you, as you are organised, curious, and energised by making systems work well. You do not need to have done this exact job before - but you need to be the kind of person who figures things out, follows through, and takes satisfaction in a process that runs cleanly.

On any given week, you will be:

• Building and maintaining Zendesk triggers, macros, automations, views, and routing rules as directed by the CX Operations Lead

• Keeping the knowledge base current - creating and updating help centre articles and internal SOPs so documentation never falls behind the product

• Pulling weekly and ad-hoc reports from the Ops Hub and Zendesk to support the CX Operations Lead, Customer Service Leads, and COO

• Monitoring API integrations and platform health, flagging issues before they impact the team

• Configuring and maintaining white label Zendesk instances for partner programs, including separate branding, routing, and SLA tracking per partner

• Supporting workforce planning logistics - maintaining roster templates, shift coverage tools, and capacity modelling inputs

Type of projects you'll be working on at EatClub...

• Zendesk automation build-out: Working closely with the CX Operations Lead, you will help design routing logic and then own the implementation - building, testing, and iterating until automations run reliably at scale. As AI-assisted workflows come online, you will be the person configuring and maintaining them

• Knowledge base v1: Building and maintaining the structured knowledge base that sits at the foundation of EatClub's AI support accuracy. The quality of automated responses depends entirely on the quality of the content underneath them - stale or incomplete articles mean bad outputs. You own keeping that content current

• AI workflow iteration: As EatClub rolls out agentic AI tools capable of handling customer interactions directly, you will support the configuration, testing, and refinement of those workflows - working alongside the CX Operations Lead to ensure automated responses are accurate, on-brand, and improving over time

• White label CX configuration: Setting up and maintaining separate Zendesk environments for high-profile partner programs, with distinct branding, routing rules, and SLA frameworks per partner. Getting this right requires precision - you flag gaps and ambiguity rather than making assumptions

• Reporting cadence: Establishing and owning the weekly data pulls and dashboard maintenance that give the CX Operations Lead and COO a reliable, accurate picture of how the function is performing

You have....

• Hands-on experience with Zendesk or a similar helpdesk platform - you have configured workflows, not just used it as a user

• Comfort with data - you can pull, clean, and present reports without needing someone to walk you through it

• Strong attention to detail and genuine follow-through - you notice when something has drifted and you fix it without being asked

• Comfort working autonomously within a defined set of priorities - you execute well without needing daily direction

It would be extra awesome if you also had...

• Experience in a scaling support or operations environment

• Familiarity with AI-assisted support tooling or automation platforms

• Exposure to white label or multi-brand support operations

• Basic understanding of APIs and how to monitor integration health

• Experience with HubSpot or Dialpad

You are...

• Organised and thorough - you build things cleanly and keep them that way

• Curious about how systems work, and motivated to make them work better

• Someone who flags ambiguity rather than guessing - when the requirements are unclear, you ask before you build the wrong thing

• Energised by the idea of being part of something that is being built, not handed to you fully formed

• Comfortable with AI tools and genuinely excited to use them as part of how you work

If you do a good job...

The team will have a knowledge base that stays current, automations that run reliably, and dashboards that tell the truth. White label partners will have clean, correctly configured environments from day one. And you will have built a foundation of skills in Zendesk, AI tooling, and support operations that opens a clear path into a senior ops role. You might create a role that doesn't exist yet as your work will unlock new opportunities.

Maybe this role is not for you if....

• You want to own a strategy and set the direction without hands on work

• You prefer variety over depth - a meaningful part of this role is keeping systems well-maintained, not just building new ones

• You are not interested in AI tools or workflow automation - that is central to where this function is heading

• You need heavy structure and daily guidance to stay productive - you will have clear priorities, but you run your own day

If you're curious about what we're building, you're welcome to explore EatClub ahead of your interview. First-time users who choose to give it a try can use the code "ECAPPLY5" for an optional voucher to test the experience. This is entirely voluntary and has no impact on your application or interview process.* One last note: even if you feel that you don't meet all the criteria above, we encourage you to apply. Past work experience is not the only indicator of future success, and we are on the look out for hungry talent who wants to grow with us. So if you want to be a part of something remarkable, then we're excited to hear from you.