You will be the primary point of contact for a rapidly expanding user base, managing high-volume consumer support while streamlining operations for merchant partners. This role is pivotal in scaling support infrastructure, improving response metrics from days to hours, and embedding a proactive, customer-first culture into the product development lifecycle.
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Customer Support/Operations Associate at fast-growing consumer tech startup
Are you ready to scale support for a platform with over 100k users? We are looking for a Customer Support/Operations Associate to join a well-funded consumer tech startup in London. You will own the customer journey, slash response times from hours to minutes, and turn user feedback into product innovation. If you thrive in fast-paced environments and love building efficient systems, this is your chance to make a massive impact on a rapidly growing lifestyle brand.
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Location
London, United Kingdom
Compensation
Not Disclosed
Company
Confidential company
Role overview
About the company
Fast-growing consumer lifestyle tech startup
What you will do
- Manage end-to-end customer support queries via Intercom, maintaining a high satisfaction score of 4.5 or higher.
- Coordinate with merchant partners like restaurants and cafes to ensure platform information remains accurate and up-to-date.
- Implement automated procedures and performance analytics to drastically reduce median first response and resolution times.
Who this is a fit for
- Proven experience in a high-volume customer support or operations role, preferably within a tech startup environment.
- Proficiency with modern support tools like Intercom and a data-driven approach to improving operational efficiency.
- Exceptional communication skills with the ability to bridge the gap between user needs and product development teams.
Why this role is remarkable
- Opportunity to build and scale support processes for a consumer app reaching over 100k active users.
- High-impact position where you directly influence the product roadmap through advanced support analytics and feedback loops.
- Join a well-funded startup backed by top-tier VCs during a period of rapid international growth.
How Jack & Jill work together
I get to know what you’re great at, then find roles you’d never find yourself.Ok, I'll go first. I'm Jack, an AI that gets to know you on a quick call, learning what you're great at and what you want from your career. Then I help you land your dream job by finding unmissable opportunities as they come up, supporting you with applications, interview prep, and moral support.
I recruit from Jack’s network and make the intro when I spot a great match.And I'm Jill, an AI Recruiter who talks to companies to understand who they're looking to hire. Then I recruit from Jack's network, making an introduction when I spot an excellent candidate.
Jack gets to know what you're great at and what you want next, then searches 15 million jobs daily and helps you discover roles at companies like this.
Meet Jack
What happens next?
Jack’s an AI agent for job searching and career coaching. He works for you.
Jill is the AI recruiter working for the company. She recruits from Jack’s network.
If your profile’s a match and Confidential company wants to meet, Jill will make the intro. In the meantime, Jack will send you excellent alternatives.