Customer Operations Associate, nous

• Has 1–3 years’ experience in a customer support role and genuinely loves being on the frontline with users
• Is naturally empathic, resilient and motivated by solving real problems for real people (often in real time)
• Is an exceptionally strong communicator who takes pride in crafting a crisp reply or thoughtfully articulating an insight to the team
• Spots opportunities for improvement in the tools and services you use every day
• Works well in a small, collaborative team where everyone gets stuck in
• Learns quickly, adapts fast and brings energy to ambiguity
• Can get to grips with unfamiliar topics quickly - from energy tariffs to broadband contracts - and explain them in plain English (even if you haven’t had to manage them yourself before)
• Has a forensic eye for detail and the tenacity to trace issues back to the root cause
• Feels comfortable navigating technical systems and unpicking operational logic
• Wants to help build the company you want to work in — not just do the job

Desirable

• As a Customer Operations Associate, you’ll be on the frontline of one of the UK’s most ambitious consumer AI services, helping real people solve real problems, every single day.
• This is first and foremost a customer-facing role. Unlike traditional ‘reactive’ support functions which deal with customer enquiries or complaints, a large proportion of interactions with users happen at our initiation. We also have to navigate a significant degree of market complexity and a wide range of rapidly evolving processes.
• All of which means we spend a lot of time in the inbox - not just responding to inbound queries, but proactively managing user journeys across a complex, rapidly-evolving service.
• You’ll be the person who jumps in each morning, who takes pride in a perfect resolution and who sticks with a tricky case until it’s solved. If you’re the kind of person who gets a dopamine hit from a glowing customer testimonial or a 10/10 NPS score, and genuinely enjoys helping people (even when they’re occasionally frustrated) this is the role for you.
• That said, this isn’t just a queue of tickets to close. We’re building the plane while flying it, and your work will go beyond customer comms: spotting patterns, surfacing bugs and helping shape how our operations scale. You’ll be the bridge between our users and our product; bringing back insights from the frontline, improving workflows and feeding into how we evolve our tooling, processes and internal ops.
• We’re constantly jumping between systems (our CRM, our product and custom-built internal tools) so comfort with tech and curiosity about how things work are key. Working well here means being both precise and adaptable: you’ll need strong judgement, clear thinking and a willingness to get stuck into an environment characterised by ambiguity and challenge.
• It’s fast, sometimes messy and there’ll be a lot of thinking on your feet, but if you thrive on momentum and care deeply about making life simpler and fairer for our customers, you’ll feel right at home.
• Permanent, full-time, office-first position within our Customer Operations team

• 1. Initial video call with the Head of Operations or our Customer Operations Lead (to dig into experience, motivation and aptitude)
• 2. One hour written case study (to be completed remotely at a time of your choosing)
• 3. On-site presentation and in-person interviews with the Operations Team, our Head of People and one of our Co-Founders