Who we are
We are a highly ambitious team; focused and truly collaborative. We empower people to take ownership through meaningful and impactful work. We exist to help people and the planet, it’s a big statement but one you’ll wear with pride.
Raylo is here to change how people get their tech for good. That means giving them access to the products they really want, but doing so in a responsible, sustainable way. We provide Seamless Circularity, where every device gets an extended life through our automatic, effortless cycle of refurb, reuse and recycle.
Our secret sauce is leasing. By providing a subscription alternative, we're cracking open a staid old market and bringing real change to consumers and the environment. Less waste, better value. We’re serious - we want to lead the change in consumption of consumer technology.
Life at Raylo
* We are an organically collaborative and dynamic team
* We embrace innovation, seek out challenges and always aim for excellence
* We take intelligent risks, celebrate our wins, and learn from our mistakes
* We help each other by listening, challenging thought and continually improving
* We live our mission, walk in our customers’ shoes, focus and execute, and are a curious and gritty bunch
What to Expect
This role is based in Belfast, with 4 days in the office.
As a Content Manager within Raylo’s Operations team, you’ll play a key role in shaping an effortless, best-in-class customer support journey. You’ll optimise content and conversation workflows, enhance our support platform, and leverage AI to improve resolution times and customer interactions.
In this role, you will:
* Collaborate cross-functionally with Operations, Marketing, Product, CX, and Data teams to align content strategy with customer needs.
* Optimise AI-driven support by refining conversation flows and ensuring intuitive, effective automation.
* Continuously improve content using performance metrics, A/B testing, and user feedback.
* Champion the customer by ensuring clear, helpful, and engaging support content.
What you'll do
* Lead the optimisation of Raylo’s AI-driven support assistant, tracking performance metrics and identifying areas for continuous improvement.
* Leverage data analytics, A/B testing, customer insights, and AI recommendations to refine content and enhance the automated customer experience.
* Develop and maintain conversation design strategies, ensuring alignment with brand voice and guiding SMEs in content creation.
* Craft dialogue and support content that scales effectively across multiple channels and customer touchpoints.
* Collaborate closely with CX Leaders to enhance visibility, refine strategy, and measure success.
You'll succeed with
* Strategic thinking with a strong ability to craft and optimise content that enhances customer experiences. You should be comfortable working in a fast-paced, evolving environment where agility and innovation drive success.
* Strong analytical skills – Ability to interpret content performance data, conduct A/B testing, and refine strategies based on insights.
* AI and automation expertise – Experience with AI-driven content creation, chatbot scripting, and automation tools to enhance customer interactions.
* Exceptional communication – Clear, engaging writing skills with a strong grasp of tone, brand voice, and customer-centric messaging.
* Collaboration and stakeholder management – Ability to work cross-functionally with Product, CX, Data, and Engineering teams to align content with business goals.
* Problem-solving mindset – A proactive approach to identifying gaps, optimising processes, and implementing improvements that drive efficiency.
* Technical fluency – Familiarity with tools like SQL, Python, or AI-driven platforms is a plus, enabling data-backed content decisions.
* Adaptability and innovation – Comfortable navigating ambiguity, testing new approaches, and evolving strategies based on industry trends and customer behaviour.
* Combining creativity, data-driven decision-making, and collaboration, you’ll help shape a world-class customer support experience at Raylo.
We’re not looking for you to meet every point on this job description, please still get in touch if you think you could add value and do your best work here at Raylo. We'd love to have a chat and see if you could be a great fit.
Opportunities & Benefits
Your chance to make an impact. We want what you can bring - what makes you special. Through trust, collaboration and autonomy, you can have an impact right from the off.
Be part of the change. You will join one of the fastest growing fintech startups, backed by Octopus Ventures, Macquarie and Telefónica, where you can change how people get their tech for good.
Other benefits include:
* 33 days holiday per year (25 days, + an extra 8 days to choose the days that mean most to you)
* Stock options - get a real stake in Raylo’s growth
* Hybrid working environment
* Enhanced maternity and paternity leave
* Workplace nursery scheme
* Perkbox membership - hundreds of perks and discounts to support physical, financial and mental wellbeing
* To do your best work, we’ll give you a laptop and a Raylo phone
* Learning budget - we care deeply about investing in your long-term career growth and potential
* Free sustainable breakfast and snacks, every day you’re in the office
* Fun (yet optional) Raylo quarterly socials, plus summer and Christmas parties
Diversity Statement
Raylo is an equal opportunities employer and we are committed to building a diverse and inclusive work environment where we learn from each other. We welcome people of diverse backgrounds, experiences, abilities and perspectives and believe it adds value to our organisation. Working at Raylo is super fun and we’d love to tell you more about it.
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