Senior Customer Operations Specialist

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Ophelos

๐Ÿ’ต $36k-$41k
๐Ÿ“Remote - United Kingdom

Summary

Join Ophelos as a Senior Customer Operations Specialist and contribute to delivering exceptional customer support. You will handle complex cases, mentor team members, and drive process improvements. The role involves resolving high-priority cases and FCA-regulated complaints, training new hires, and collaborating with other teams. You will leverage data to enhance the customer-facing AI and support new market rollouts. This fully remote position offers flexible working hours and a competitive salary.

Requirements

  • Youโ€™ve managed high volumes of customer interactions in B2B or B2C environments, resolving complex issues and turning feedback into action
  • Youโ€™ve improved frontline workflows and made tools like Front, Zendesk or Talkdesk more effective for your team
  • Youโ€™re confident handling critical escalations, balancing empathy with business needs and preventing repeat issues
  • You work well across teams and stay calm and structured in fast-changing environments

Responsibilities

  • Resolve high-priority cases and FCA-regulated complaints with empathy and care
  • Mentor and train new team members to help them ramp quickly and confidently
  • Work with Data to improve our customer-facing AI (OphelosGPT)
  • Support new market rollouts and contribute to process improvements
  • Identify recurring issues and raise insights to improve the customer experience

Benefits

  • Private healthcare through Vitality
  • ๏ฟฝ๏ฟฝ500 L&D budget
  • ๏ฟฝ๏ฟฝ200 Working from home allowance
  • Cashback on costs of the dentist, opticians and more
  • 25 days holiday
  • Flexible Public Holidays (decide when to take time off)
  • 30 days work from abroad
  • Free access to counselling sessions through our EAP
  • Flexible Working arrangement - work from home or from the office (dog friendly!!)
  • Cycle to work scheme
  • Company pension
This job is filled or no longer available

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