Customer Operations Manager

Job not on LinkedIn

🕒 May 29

🏢🏡 London – Hybrid

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

🇬🇧 UK Skilled Worker Visa Sponsor

This company has sponsored UK Skilled Worker visas in the past.

Apply Now

Find Similar Remote Jobs

Receive Emails For Remote Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

SURI

WebsiteLinkedInAll Job Openings

1 - 10 employees

💰 Seed Round on 2022-11

SURI was born out of frustration with the lack of sustainable and well-designed products across personal care today. We want to redefine the rituals we live by with aesthetic, ethical, and convenient products that actually make taking care of yourself enjoyable.

📋 Description

• Deputise for the CX Lead, running the function with confidence and independence • Make sound judgement calls, bringing solutions rather than problems • Keep the team and wider business informed proactively • Spot recurring questions, pain points, and opportunities across socials, inbox, and reviews • Own and deliver monthly CX reports with clear, actionable recommendations • Monitor sentiment and provide early warning signals for product, process, or reputation issues • Keep pace with industry trends, performing regular competitor benchmarking to ensure that SURI stays ahead and best of class in terms of CX. • Lead projects to improve tools and workflows — automation pilots, macros, FAQ refreshes — from brief to delivery • Own the rollout of new CX tools including testing, documentation, and embedding with the team • Keep FAQs, help content, and macros clear, accurate, and up to date • Identify and implement ways to reduce repetitive work and make support faster and more seamless for customers • Review AI-assisted work and tooling to ensure output is accurate, contextualised, and fit for purpose before it is shared or escalated • Own customer-facing comms when stock or logistics impact CX — out of stock updates, backorders, replacements • Coordinate with Ops to ensure messaging is timely, accurate, and aligned with customer expectations • Share customer insight with other departments to drive improvements and engagement • Collaborate with Ops on returns, warranty, and logistics projects that affect customer experience • Champion the voice of the customer in cross-functional planning and reviews • Work effectively with outsourced CX partners and BPOs, maintaining quality and alignment

🎯 Requirements

• 4–6 years in a customer experience role, with meaningful time in a scaling DTC or ecommerce business where processes were being built rather than inherited • Proven ability to lead a function independently as a deputy or senior individual contributor • Excellent written communication skills, with the ability to adapt tone across different platforms and audiences • Experience with customer support platforms such as Gorgias, Zendesk, or Freshdesk • Skilled at turning customer insights into clear, well-contextualised reports with actionable recommendations • Strong organisational skills, able to manage multiple projects without losing quality • Analytical mindset with the ability to track and interpret CX metrics including CSAT, response time, sentiment, and review volume • Experience working with outsourced CX partners or BPOs • Experience engaging customers on review platforms • Experience implementing automation and AI tooling

🏖️ Benefits

• 25 days annual leave, plus bank holidays and an additional day for your birthday • Flexible working hours • Hybrid working - up to 2 days working from home each week • Bupa Healthcare and Dental Packages • Income Protection and Life Assurance • 1 Charity Day per year • Central London offices- based in London Bridge; a stone’s throw from Borough Market • 4x “Work from Anywhere” weeks, with no requirement to be in the office those weeks • Access to our Employee Assistance Programme, which grants free therapy and coaching sessions to all staff • Monthly social events, organised by different team members • 5x free toothbrushes every year • £1000 personal development budget each year, per employee • Fantastic career opportunities; with the chance to grow as SURI does • Summer Fridays; 2pm finish across Fridays in July and August • Fresh fruit and snack orders every week • Cycle to Work scheme, and Electric Bike Cycle to Work scheme • Regular product swaps with other fantastic companies