๐Poland
Senior Customer Operations Specialist
closed
Ophelos
๐ต $36k-$41k
๐Remote - 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
- Youโve managed high volumes of customer interactions in B2B or B2C environments, resolving complex issues and turning feedback into action
- Youโve improved frontline workflows and made tools like Front, Zendesk or Talkdesk more effective for your team
- Youโre 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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