Customer Operations Associate, nous
Permanent
3-5 days a week in office (Farringdon/Clerkenwell, London)
Intelligent assistant helping households manage their bills
Be an early applicant
Intelligent assistant helping households manage their bills
21-100 employees
Be an early applicant
3-5 days a week in office (Farringdon/Clerkenwell, London)
21-100 employees
Company mission
To make life simpler and fairer by creating an intelligent assistant that helps UK households manage their bills, saving them money and time.
Role
Who you are
- You already a few years of professional experience (ideally in an early stage/high-growth business)
- You relish opportunities to get technical and forensically unpicking how our processes and systems work, in order to de-bug and improve them
- You love playing with and adopting new tools and technologies (especially AI), and can point to clear examples of where you've used them to improve efficiency and impact
- You're motivated by solving real world problems for our customers, are naturally empathetic towards them (and prepared to fight their case internally if required)
- You have excellent written and verbal communication skills
- You're able to absorb new information quickly
- You can provide constructive internal feedback to help us build and improve
- You can adapt to a rapidly evolving startup environment and embrace change positively
- You pay meticulous attention to detail (otherwise we might make things worse - not better - for our users)
- You work well as part of a small, tight knit team
- You love getting things done and are willing to get stuck in
What the job involves
- Nous is deceptively complex. On the surface it looks (or should look) like a fairly straightforward service that saves you money and time by doing things for you that you hate doing.
- Behind the scenes, simple is hard. There is lots of extensive complexity in an agentic system — a lot of basic things it has to take care of in order to be useful at all, let alone competent, responsible and reliable.
- Which is where you come in. As a Customer Operations Associate within the operations team, you’ll play an important role shaping, improving and automating our business processes. You’ll help optimise our workflows and tech stack to ensure the team is as efficient as possible while keeping the customer at the centre of everything we do.
- In practice, this means you’re the kind of person who is extremely receptive to and adept at picking up new tools and, in particular, new categories of tools, like AI.
- You naturally spot the potential they bring for making processes smoother, faster, and more effective. You don’t just adapt to new tools — you explore, experiment, and refine them to maximise impact. You’re always looking to remove friction, automate the tedious, and free up time for higher-value work. If there’s a smarter way to do something, you’ll find it.
- These efforts all serve to deliver an outstanding customer experience and you’ll spend much of your time communicating with our users via email and WhatsApp. You’ll jump between our CRM, product, and custom-built tooling, but unlike traditional reactive support roles, many of your interactions will be proactive. This means demonstrating real expertise, not just troubleshooting but building trust and confidence to help make users’ lives simpler and fairer.
- You’ll also be a key interface with our product organisation. Being on the front line 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 features.
- Finally, as part of a small team ‘building the plane while flying it,’ your work will be unpredictable, often ambiguous, and full of challenges. You’ll navigate market complexity and evolving processes daily, so you’ll be comfortable amid a bit of chaos, and thrive in environments where you have to think on your feet.
Application process
- 1. Initial 25 min video call with Nous' Head of People, to dig into experience, motivation and aptitude (general, motivational questions)
- 2. Follow-on 40 min video interview with the Head of Operations dig into relevant skills and experience (more competency-based questions)
- 3. Timed task (to be completed remotely at a time of your choosing)
- 3. On-site presentation and in-person interviews with the Head of Operations, members of the Customer Service Operations Team and one of our Co-Founders
Salary benchmarks
Our take
8 out of 10 households pay much more than they need for household services. Some households overpay by thousands of pounds each year. Nous is building a new consumer service that will fundamentally change the way we run our homes, revolutionising a market worth more than £100B just in the UK.
The founding team is a bunch of seasoned entrepreneurs who have built startups from scratch through to exits for hundreds of millions of dollars. They have turned household names like Ocado into unicorns, built world-class engineering teams at Facebook, and even advised and invested in other startups, and taught entrepreneurship at Harvard. They’ve now raised one of the biggest-ever seed rounds in Europe and are set to build a business that improves the lives of millions.
Nous is an early-stage startup building a tech platform that brings together advanced decision-making heuristics and optimisation algorithms, automation technologies, and behavioural economics to make all our lives simpler and fairer.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Generous equity with life-changing upside
- Stakeholder pension scheme, health and dental cash plan, employee assistance programme, cycle to work scheme, season ticket loans and more...
- Office-first culture (based out of our HQ with free food and fantastic coffee in Farringdon) but with scope to work from home as required
- Regular team socials and meals, including volunteering opportunities with local charities
- The hardware and software you need to do your best work
- 25 days holiday plus bank holidays
Company values
- Change begins at home - You have more power than you think. Start with what you can control and soon you'll see the difference we can make
- Solve for people - We're on the side of people, tackling problems households can't or don't have time to fix alone
- Action this day - We're impatient for progress, we take purposeful action each day, and we resist inertia with every step
- Tech to power - By using tech to empower people and enhance their real lives, we hope also to help redeem its reputation
- Be good company - By using tech to empower people and enhance their real lives, we hope also to help redeem its reputation
- See through - We're making business more open, transparent, and responsible. And we won't give up the fight against unfairness
Company HQ
Farringdon, London, UK
Leadership
Greg Marsh
(CEO)Founder and CEO of onefinestay, a pioneering accommodation startup they built from zero to a team of 700 and sold to a major hotel chain in a deal worth >$200m. Ex-VC @ Index & Angel investor.
Glen Walker
(COO)Co-founder, COO & CGO, and now a non-exec director at Trouva (successful marketplace startup, investors incl. Index, Local Globe, Octopus) Previously leadership team @ onefinestay, consultant @ McKinsey.
Jon Rudoe
(CCO)Ex Ocado - responsible for the whole of the retail business and scaled it 3x to £600m. Ran all of digital @ Sainsbury's. Lots of experience with mission-led companies & scaling subscription businesses.
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