Senior Customer Operations Manager, Tiney
£50-65k
1-2 days a week in office (Chancery Lane, London)
App-supported childminding agency
Posted today
App-supported childminding agency
21-100 employees
Posted today
£50-65k
1-2 days a week in office (Chancery Lane, London)
21-100 employees
Company mission
To enable affordable childcare for parents, high quality early education for children and amazing careers for childminders.
Role
Who you are
- 4+ years experience working in customer support or customer experience
- 1+ year of experience leading and developing people managers
- You hold yourself and your team to exceptionally high standards, and you have raised the bar on customer experience, resulting in visible improvements in key metrics (NPS, churn)
- You are confident using Intercom and Fin specifically
- You have strong data skills and can run your own analysis, comfortable owning KPIs and making data backed decisions quickly
- You are confident using AI, and have used it in a role previously to improve processes and productivity
- You care about customers and about your team, and you can balance the needs of both
- You communicate clearly and lead calmly across different time zones
Desirable
- Experience leading a remote or internationally distributed support team
- A background in a regulated, app-based or two-sided marketplace business
What the job involves
- Set the bar for what great support looks like and how to measure excellence, and hold the whole team to it
- Make our automation genuinely brilliant, so Fin resolves more of the routine and your people take the conversations that matter
- Keep redesigning how support works to drive up quality and speed of support, based on KPI and customer insights
- Innovate in how we leverage tooling and technology to improve customer experience and team efficiency and effectiveness
- Turn support into more than fixing problems: proactive help that enables childminders earn more and families get more from tiney
- What success looks like:
- Customers tell us our support is a reason to stay
- Fin resolves more every quarter, fully and well, freeing your people for the conversations that matter
- Your team is getting better all the time, and takes real pride in being the best
Application process
- 1. A short conversation with someone from our people team
- 2. A practical exercise relevant to the role
- 3. Interview with key stakeholders and explore mutual fit
- 4. Final round with our COO
Salary benchmarks
Our take
Finding childcare can be a difficult and costly process, exacerbated by the declining number of childminders across the UK. Tiney addresses this problem by providing parents with a marketplace to find quality-assured childminders, while supporting childminders with the training, tools and community they need for their business to thrive.
Anchoring the company's offering is the Tiney app, which handles admin, planning and payments for childminders, while also acting as a communication platform through which parents can check in on their child, view their progress, and easily get in touch if needed. Nowadays, many parents expect this type of service from their childcare providers, and Tiney helps childminders keep pace with larger nurseries.
Tiney also ensures that every childminder follows the EYFS framework for early-years learning, so that parents know their child's learning and development is in safe hands. The company has grown rapidly since its founding, expanding to serve the whole of England, and boasts shining reviews that suggest an even brighter future.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Sep 2025
$3.5m
EARLY VC
May 2024
$9.7m
SERIES A
Total funding: $21.4m
Company benefits
- 🌱 Generous Equity Options
- 🎂 Extra Day off for you to celebrate you on your birthday each year
- 🪞 Reflection day off one month in to take stock of what you have learnt
- 🏖️ 28 days annual leave (including Winter closedown)
- 💚 Individual therapy support if you ever need it
- 🧳 Paid sabbatical after 5 years
Company values
- Every day we can earn trust: At Tiney, nothing matters more than trust. Every day families entrust their children to us and every day we have the opportunity to reinforce that trust through our decisions and actions.
- Rest is rocket fuel: We believe that we’re at our best when we make time to rest. When we’re rested we not only make better choices in our work, but are also choosing to prioritise our own self care as individuals.
- Play is a super power: Young children learn best when they play - we believe that often applies to adults, as well. As adults we can dismiss the value of play and in doing so, miss its crucial role in creativity, problem solving and building relationships.
- Curious minds see more: We believe that curious people help us make better choices. When we’re curious as a team we learn more, navigate uncertain times with more confidence and avoid blindspots.
- Asking for help shows wisdom, not weakness: We believe that the smartest people amongst us are those that know the value of asking for the help of others. When we ask for help we not only show an awareness of our own limitations, but also show others that we value them.
- You grow stronger after a fall: As a child, the only way we learn is through trial and repetition. Falling down is not a sign of failure, but a natural part of learning and growing.
Company HQ
Central London, UK
Articles
Leadership
Brett Wigdortz
(Co-Founder & CEO)Founder and Board Member of the Fair Education Alliance. Founded Teach First in 2002 and was CEO for 15 years before founding Tiney.
Edd Read
(Co-Founder & CTO)Previously CTO and Co-Founder at graze.com where they worked for 9 years. Was also a technology, digital product and eCommerce consultant.
John Newbold
(Co-Founder & CPO)Founded 383, one of the UK's top Digital Product Studios. Also an active Angel Investor / Startup Mentor.
Viktoria Tchoudakov
(Chief Operating Officer)A proud parent with past roles at ZOE, Google, and McKinsey, Viktoria is dedicated to empowering childminders via tiney, building a strong, supportive community for early years educators.
Matt Frenchman
(Chief Finance Officer )Matt is CFO at Tiney, building accessible early years education, and a trustee at Mind of the Student. Ex-banking, he founded Sugar (acquired by Uncapped) and is a Venture Partner at 13Books Capital.
People progressing
Emily joined Tiney at the end of 2020 as a Sales Advisor and has since progressed in the growth team through to Onboarding Manager and now leads the whole process as Head of Customer Onboarding.
Marc joined back in 2022 as QA and registration Lead. With his incredible commitment and enthusiasm, it was evident that Marc was truly deserving of his promotion in Feb 2024 to Head of Quality.
In 2 years, Bella's passion for children's mental health and education has taken her from quality consultant to L&D Program Manager, supporting all childminders' learning and development.
Diversity, Equity & Inclusion at Tiney
- We know what our current diversity debt looks like and are planning where we want to get to. You can read more about it here: https://www.tiney.co/blog/life-at-tiney-diversity-equity-and-belonging
- We published a guide for our childminders on 'how to be an inclusive, anti-racist early educator'
- Our community of childminders are also working hard to show why D&I is so important in education: https://www.nurseryworld.co.uk/opinion/article/why-we-must-incorporate-diversity-and-inclusion-in-early-years-education
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