CS Operations Partner, Cleo
£40-50k
+ Equity
1-2 days a week in office
AI personal finance assistant
Posted today
AI personal finance assistant
201-500 employees
Posted today
£40-50k
+ Equity
1-2 days a week in office
201-500 employees
Company mission
To help millions of people improve their financial health, and relate to them in a way their banks never could.
Role
Who you are
- 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 the job involves
- 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
- 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
Salary benchmarks
Our take
People are increasingly not satisfied with the products being offered by traditional banks, which have proven slow to react to the needs of younger consumers who expect more from their everyday experiences.
Cleo was one of the first companies to make great use of chatbots that sit within Facebook's messenger app. This chatbot-first approach and Gen Z user base have given it strong virality. It now has millions of registered users, 99% of which are based in the US, leading to a decision to take a year break from the UK market to focus on its US Gen Z customers.
Its Series C funding will help the company to double down in the US, where it will make a significant increase in employee headcount, and enable Cleo to maintain and expand its service during an economic downturn.
Financial advice delivered via bots is a crowded space, so Cleo benefits from having a strong brand presence. It has gone for very bold, fun, Gen Z-focused messaging which helps it to stand out from competitors such as Emma, Plum, and Chip.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
43% female employees
24% employee growth in 12 months
Company
Employee endorsements
Nice people
"Cleople are unmatched. The vibes, the energy, the friendships. I genuinely love my colleagues and have developed real-life friendships. I don't know..."
Funding (last 2 of 5 rounds)
Jun 2022
$80m
SERIES C
Dec 2020
$44m
SERIES B
Total funding: $137.5m
Company benefits
- 25 days of Annual leave a year + public holidays (+ an additional day for every year you spend at Cleo)
- 401k matching in the US and 6% employer-matched pension in the UK
- Online courses, £150 annual budget & internal training to level up your skills
- Regular socials and activities, online and in-person
- Online mental health support via Spill
- 1 month paid sabbatical after every 4 years with Cleo
- OpenAI Plus subscription
- Electric vehicle salary sacrifice scheme and cycle-to-work scheme
- Life assurance and income protection via AIG
- Medical insurance via Axa and Healthcare cash plan via Medicash
- Performance reviews every 8 months. Generous pay increases for high performers and high-growth team members. Equity top-ups for team members getting promoted
Company values
- Make it Happen
- Learn at Speed
- Bring Good Vibes
Company HQ
London, UK
Leadership
Barnaby Hussey-Yeo
(CEO)Data Scientist at Wonga, one of the companies that pioneered the smart use of data for loan decisions. Joined Entrepreneur First where Cleo was formed.
People progressing
Joined Cleo straight from Makers Academy in 2018, and became Technical Lead in 2021.
Diversity, Equity & Inclusion at Cleo
Annie Jackson (Head of Talent )
- We’ve set up an internal committee of truly passionate people that are dedicated to ensuring Diversity and Inclusion is embedded in how we all operate as a team. We agree on meaningful actions, and get on with implementing them. We have three main focuses right now, which are:
- 1) Improving SocioEconomic diversity across the company
- 2) Increasing the number of women in Leadership roles
- 3) More community outreach
- Check out our 2022 Diversity and Inclusion report, here: https://web.meetcleo.com/blog/cleo-diversity-equity-and-inclusion-report-2022
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