Customer Service Operations Manager

Job description

Customer Service Operations Specialist (Data & AI)

A fast-growing consumer-focused business is looking for a highly data-driven CX Operations Manager to help optimise and scale customer support operations through AI-enabled tooling, automation and smarter workflows.

This is a hands-on individual contributor role sitting within the Customer Experience function, working closely with Product, Engineering and GenAI teams to improve operational performance, tooling and customer experience through data-led decision making.

You’ll play a key role in evolving AI-powered support tooling, improving workflows and helping shape the future of customer operations within a collaborative, technology-driven environment.

What You'll Be Doing

• Optimising and improving AI/agentic customer support tooling and workflows
• Analysing customer and operational data to identify trends and improvement opportunities
• Building reports, dashboards and operational insights
• Working cross-functionally with Product, Engineering and Support teams
• Improving Help Centre content, automation quality and tooling effectiveness
• Acting as a key stakeholder across customer support tooling platforms

What We're Looking For

• Strong analytical and problem-solving skills with a highly data-oriented mindset
• Experience within Customer Support, CX Operations or Customer Experience environments
• Experience with tools such as Excel/Google Sheets, Looker, Tableau, Power BI or SQL
• Exposure to platforms such as Intercom, Zendesk, Dixa or similar CX tooling
• Interest in AI, automation and agentic tooling
• Someone proactive, curious and passionate about improving systems and processes

Additional Info

• Hybrid working – 3 days
• Up to 5 remote working weeks per year
• Equity included
• Collaborative environment with strong focus on AI and operational innovation

If you're excited by the future of AI-powered customer operations and enjoy solving operational problems through data and technology, we’d love to hear from you.

Extra information

Status

Open

Education Level

Secondary School

Location

London Area

Type of Contract

Full-time jobs

Published at

22-05-2026

Profession type

Logistics jobs

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English