Senior Customer Operations Manager, Tiney

• 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

• 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
• 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

• 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