Senior Customer Operations Specialist

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

• You’ve managed high volumes of customer interactions in B2B or B2C environments, resolving complex issues and turning feedback into action
• You’ve improved frontline workflows and made tools like Front, Zendesk or Talkdesk more effective for your team
• You’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
• ��500 L&D budget
• ��200 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