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If there’s anything we can do to accommodate your specific situation, please let us know.
About Cleo
Most people come to Cleo to do work that matters. Every day, we empower people to build a life beyond their next paycheck, building a beloved AI that enables you to forge your own path toward financial well-being.
Backed by some of the most well-known investors in tech, we’ve reached millions of people to support them throughout their financial lives, from their first paycheck to their first home and beyond. We're hitting headlines too. This year, Forbes named us as one of their Next Billion Dollar Startups, and we were crowned the 'Hottest Tech Scaleup' at the Europas.
As a CS Operations Partner, you’ll play a critical role in bridging the gap between our Customer Support and Product teams. By owning and improving our customer service processes, driving self-help initiatives, and ensuring seamless communication around product changes, you’ll help shape an exceptional customer experience and guide product improvements with real-time insights.
What You’ll Be Doing
* Owning and Iterating on Customer Service Processes: Continuously review, refine, and enhance customer service workflows to optimize efficiency and deliver an exceptional customer experience.
* Analyzing Customer Conversations: Dive deep into customer conversations to identify trends, pain points, and opportunities for improving the product. Your insights will directly shape how we enhance our offerings.
* Voice of the Customer Advocacy: Contribute to the 'Voice of the Customer' in cross-departmental meetings, ensuring customer pain points and feature requests are prioritized in product development and roadmaps.
* Bug Triage and Reporting: Identify, prioritize, and report customer-impacting bugs, working closely with engineering and product teams to ensure quick resolution.
* Maintaining Relationships with Product Teams: Act as the key liaison between Customer Support and Product, ensuring the support team is informed of upcoming product launches and updates, while advocating for the customer’s voice in product decisions.
* Supporting Training and Quality Assurance: Collaborate with training and QA teams to ensure support agents are well-equipped to handle new product features, delivering high-quality assistance every time.
* Support Documentation and Resources: Lead the creation and maintenance of comprehensive internal knowledge bases and external help center resources, ensuring they are up-to-date with product changes.
* Driving Automation and Self-Help Initiatives: Lead initiatives to implement automation tools and expand our self-help resources, reducing customer effort while improving scalability.
About You
We’re looking for someone passionate about improving processes, leveraging data, and fostering collaboration to deliver an outstanding customer experience.
* Experienced in Customer Support Operations: You’ve worked in or closely with customer support teams and have a deep understanding of their processes and challenges.
* You’re Data Driven: You have experience analyzing customer feedback or operational data and can turn insights into actionable recommendations.
* Collaborative and Communicative: You thrive in cross-functional environments and can build strong relationships with Product, QA, and Training teams.
* Process-Oriented: You’re skilled at streamlining workflows and implementing tools to improve efficiency and effectiveness.
* Automation Advocate: You have a keen interest in leveraging technology to drive efficiencies and create self-help solutions.
What do you get for all your hard work?
* A competitive compensation package (base + equity) with reviews every 8 months: This position is a CS3 level and we can pay £40-50k p.a depending on experience.
* Work at one of the fastest-growing tech startups, backed by top VC firms like Sofina, Balderton & EQT Ventures.
* A clear progression plan: We want you to keep growing. That means trying new things, leading others, challenging the status quo and owning your impact.
* Flexibility: We treat you as humans first, employees second. This means all the usual perks but it also means flexibility.
* Hybrid-first: Join our hybrid-first team, where we blend the best of both remote and in-office work. We expect our team members to be in our London office 1-2 times a week.
* Other benefits:
o 25 days annual leave a year + public holidays (+ an additional day for every year you spend at Cleo)
o 6% employer-matched pension in the UK
o Private Medical Insurance via Vitality, dental cover, and life assurance
o Enhanced parental leave
o 1 month paid sabbatical after 4 years at Cleo
o Regular socials and activities, online and in-person
Apply for this job
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Why are you applying to Cleo and what makes this role interesting for you?
Can you provide an example of how you successfully collaborated with product and engineering teams to resolve customer-impacting bugs or implement product changes?
Can you share an example of a time when you implemented a new process and how you evaluated its success within the team?
What experience do you have analyzing customer support data to identify trends and drive process improvements?
Are you comfortable with the salary range of £40k - £50k? *
Are you eligible to work in the UK and are you based in London? *
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