Customer Operations Manager

Customer Operations ManagerLocation: LondonSalary: £40,000 - £60,000 per annumAbout the JobWe re looking for an experiencedCustomer Operations Managerto lead our global customer operations and help us build a world-class, digital-first support experience. This is a hands-on role that blends strategic thinking with day-to-day execution, ideally suited for someone who thrives in fast-paced environments and wants to grow with the business.You ll be responsible for scaling and optimising our support function across tools, processes, partners, and platforms. You will be the voice of the customer internally, using data and feedback to improve how we support, engage, and retain our users across the globe.This is a tough but rewarding role, best suited to someone who s ready to roll up their sleeves, bring structure and discipline to a growing operation, and build something meaningful over the next few years.Key ResponsibilitiesSupport Operations and Customer Experience Lead our 24/7 global customer support operation, including ticket handling, live chat, email, and social channels.Use Freshdesk as the core tool for support, ensuring it is set up for efficiency, reporting, and scale.Build and manage internal and third-party agent workflows, SOPs, and knowledge base content.Continuously improve the customer journey from onboarding through to issue resolution. Data and Performance Ownership Own all key support KPIs, including CSAT, NPS, ticket volume, first response time, resolution ..... full job details .....