Customer Support and Operations Manager

Collctiv; Stockport; Hybrid; GBP 28,000 - GBP 35,000; Full time

Job summary

A fast-growing startup in Stockport seeks a Customer Success and Operations Manager to enhance user experience and streamline operational processes. You will drive customer support, advocate for our users, and optimize workflows within an innovative environment. Candidates should possess strong communication skills, a collaborative mindset, and the ability to thrive in a startup culture. The role offers competitive compensation, equity options, and an unlimited holiday policy, championing a work-life balance.

Benefits

Unlimited holidays

Monthly wellbeing policy

Equity options

Qualifications

• Must be happy working in a start-up environment with an ‘all hands on deck’ approach.
• Commitment to putting customers at the centre of everything we do.

Responsibilities

• Be responsible for the Customer Support function and operations.
• Create self-service resources to aid user navigation.
• Identify pain points for product improvements.

Skills

Open and honest communication skills

Experimental and innovative mindset

Collaborative working style

Job description

Are you ready to make a significant impact, where your contributions can truly shape our future? Here’s the chance to join a fast-growth, scale-up team where literally anything is possible and can/will happen on a daily basis!

As a close-knit and focused team your contribution is a big % of the whole. Your contributions will be a vital part of our success, giving you high visibility and the chance to directly influence your area of expertise. Your work will be recognised, celebrated, and learned from in a transparent and supportive environment.

Experiment and learn

Any idea can be a good idea and we want input from all areas of the business. We are committed to a culture of creativity supported by robust scientific processes to ensure all ideas can be tested, measured, analysed and learnt from.

Be genuinely part of it

We know what we want to achieve and the scale of the impact that we want to make. When you join the business, you receive equity options regardless of whatever job you do, because whatever that job is, it will be contributing to Collctiv and we believe that should be recognised. Work at any time that you operate best at, with unlimited holidays to allow you to be all of the other versions of you that you have to be!

Job Description

As a Customer Success and Operations Manager at Collctiv, you will be the driving force behind ensuring our Organisers have a seamless, faff-free experience while building the operational backbone that allows us to continue to scale. You will spend your days empowering our community to successfully be the 10% that make everything happen for the other 90% whilst using their feedback to influence product evolution.

Simultaneously, you will own the "behind-the-scenes" excellence of our fintech operations—optimising workflows and processes to ensure that as we scale yet further, we are underpinned by excellence of operation.

Type of Person

• Must be happy working in a start-up environment with an ‘all hands on deck’ approach - able to adapt to changing priorities;
• Open and honest communication skills;
• Commitment to simplicity in design, work, and relationships;
• Understanding of the importance of putting our customers at the centre of everything we do and build;
• Experimental and innovative mindset - comfortable with change and focused on curiosity and a desire to improve;
• Collaborative working style - desire to be part of a team and an understanding that all team members have something important to bring to the table;
• Bonus points for being an ‘organiser’ personality type (i.e. our customer). You're a natural organizer who understands our customer's needs and experiences

Key Responsibilities

1. Customer Success & Advocacy

• You will be the directly responsible person for the Customer Support function, including being the primary responsible person for its operation;
• Ensure service levels are met through accurate resource allocation and planning to support you and the operation;
• Constantly update and develop team competencies in the Customer Support function to ensure efficiency, accuracy and the highest service levels;
• Act as the primary advocate for "super organisers" (users who create frequent pots), ensuring they receive white-glove treatment and their needs are both exceeded and then used to find more people like them;
• Create and maintain self-service resources that help users navigate the process without needing to contact support;
• Identify and prioritise user pain points for specific product improvements, reporting them to the product team to assist with decisions on product development;
• Identify "super-users" and turn them into brand advocates to drive Collctiv's organic, word-of-mouth growth strategy.

2. Operational Excellence

• Be the guardian of the founders’ time through being the go-to for operational tasks;
• Display proactivity in ensuring you foresee and meet needs ahead of time;
• Be obsessed with efficiency - in a startup environment many things we do are caused by short term necessity - the ability to then formulate them into a standardised way of working is key
• Learn and understand the needs of direct stakeholders to enable them to focus on the elements that grow the business

This section is usually deliberately blank. We want awesome people. Full Stop.

If you like the look of the role and believe you can be great, then let’s chat. It would be so sad for us both to miss a wonderful opportunity because you ruled yourself out before applying. Hit apply and let’s chat!

• A growth mindset - 90% of what we try doesn’t work. That’s the idea! The data we get from something not working is often as powerful as the data we get when it does. The important thing is your ability to embrace it and learn without being defensive or taking it personally (harder than it sounds!);
• Be our customer - if you are an organiser, ideas will come so much easier and be so much more effective;
• A passion for experimentation, then efficiency. We operate fast and to an 80% standard - done is better than perfect. But then once we find the things to do more of, we’re looking for someone who can make it efficient and scalable

Location

Collctiv implements a mixed work from home / office approach.

Ideally you will spend at least 1 day a week per week in our Stockport HQ BUT if this is a dealbreaker then it can also be fully remote. If you are the right person, we are happy to compromise on this :-) We will provide you with any equipment you may need to do your job from home.

We also have an unlimited holiday policy, so you can take the time you need to do your thing outside of work.

£28,575 - £34,938 + company options + unlimited holidays + monthly wellbeing policy

Apply because you absolutely want to…

• Have freedom and autonomy in your role
• Be part of building something new
• Work with a bunch of really good people who actually enjoy their job
• Be part of a culture that values simplicity and transparency
• Get rid of the Sunday night blues and be excited about the week ahead of you
• Learn new skills in a whole bunch of different areas
• Have the chance to forge the career you’ve always wanted
• Make the world a better place for those who organise everything for everyone else all of the time

How to apply

Please send your anonymised CV (no cover letter needed - ChatGPT can have a rest for a bit!!) to [e-mail] along with your answers to these two questions:

• What has been your favourite role or part of a role you have done and why?
• Why us? What is it about the business or this role (or both) that appeals?