About this role

Lead, coach and scale a remote customer service team, setting clear KPIs, coverage and a culture of accountability
Own the end-to-end customer experience, driving measurable gains in NPS, CSAT, retention and resolution times
Own customer fraud, abuse and risk, building detection frameworks and automating manual review with our technology teams
Drive automation across service and operations as the business owner for our support platform (Freshdesk), evaluating AI, live chat and self-service channels
Own customer payout operations, keeping payments accurate, controlled and within agreed service levels

At least five years leading customer service or customer operations teams, including remote and distributed teams
A strong track record handling fraud, promotional abuse, account verification or other risk-related customer cases
Hands-on experience implementing automation and operational efficiencies, ideally with AI or workflow tools
Comfortable owning support platforms such as Freshdesk or Zendesk, and fluent in the numbers: NPS, CSAT, AHT, first contact resolution and customer lifetime value
Commercially minded, with strong stakeholder management and a bias for continuous improvement
You thrive when working as part of a team
Comfortable in a fast-paced environment
Have excellent written and verbal English skills
Last but not least, you’ll have no ego!

Customer Service – Operations Manager

Key skills