Customer Operations Associate, nous

• Has about 1-3 years of experience
• Can adapt to a rapidly evolving startup environment and embrace change positively
• Is motivated by solving real world problems for our customers
• Is empathetic towards our customers and can fight their case internally
• Has great written and verbal communication skills
• Is excited to work at least 3 days a week from our office in Clerkenwell, London
• Has attention to detail – otherwise we might make things worse, not better for our users
• Works well as part of a small, tight knit team
• Can’t help but spot ways that services could be improved and changed in the world around you
• Is able to absorb new information quickly
• Can provide constructive internal feedback to help us build and improve
• Loves actually getting things done and is willing to get stuck in

Desirable

• As a Customer Operations Associate, you’ll be a critical part of our customer-facing service operations team as we refine and scale up our offering
• 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
• As a team we spend a lot of our time communicating with users. We’re constantly jumping between our CRM, our product, and other custom-built tooling. Working effectively in all of these systems while making sure our customers have a great experience is crucial to the role
• Since we’re still hard at work developing aspects of our service, you’ll be playing an important role shaping and improving our business processes. Working with the rest of the operations team you’ll help us to identify and improve our tooling, process and customer communication, ensuring the team is as efficient as possible keeping the customer at the centre of everything we do
• You’ll also be a key interface with our product organisation. Being ‘at the coal face’ and interacting with customers on a daily basis, you’ll have invaluable insights and learnings to feedback into the product and design teams. These will help mould our product and customer experience as we scale and build more products
• Finally, as part of a small team who are ‘building the plane while flying the plane’, the work you’ll do will be unpredictable and often characterised by ambiguity and challenge. You’ll be comfortable with a bit of chaos, and thrive in environments where you have to think on your feet

• 1. Initial video call with Head of People (to dig into experience, motivation and aptitude - no competency-based questions)
• 2. 1 hour written case study (to be completed remotely at a time of your choosing)
• 3. On-site presentation and in-person interviews with the Head of People, the Head of Operations and one of our Co-Founders