Customer Support & Operations Associate

Position Overview

As a Customer Support & Operations Associate, you will play a key role in ensuring a smooth and trusted experience for both homeowners and service providers using the Hey Alfie platform.

You’ll handle customer queries, help coordinate quotes and bookings, and maintain accurate records in our systems. You’ll work closely with the wider team, taking ownership of workflows while escalating more complex issues.

This is a hands‑on role for someone who is hardworking, empathetic and organised. You should be comfortable communicating via phone, email and Whats App, and making regular outbound calls to both homeowners and service providers, keeping momentum on cases and ensuring tasks move forward without delay. This role is well‑suited to someone with experience in customer support or service operations who is ready to step into a fast‑paced, growing startup and develop further.

• Deliver exceptional customer support across phone, chat, email and Whats App, resolving issues in a friendly and efficient way.
• Liaise directly with trusted service providers — from plumbers to surveyors — to source quotes, confirm availability and coordinate bookings.
• Support users in reviewing quotes, making payment and tracking job progress from start to finish.
• Proactively manage cases to ensure all parties are kept informed and satisfied with the service outcome.
• Use a CRM system (Hub Spot) to enter job information, log all conversations, manage tasks and track job progress.
• Take ownership of routine cases, escalating complex or sensitive issues to the wider team.
• Gather feedback from users and providers to share with the team.
• Contribute to improving internal workflows and adopting new tools as we scale.

• Minimum 1-2 years of experience in a customer support, service coordination or operations role (startup, property services, or tech environment a plus)
• Excellent written and verbal communication skills, with a clear, friendly and professional manner.
• Confident making outbound phone calls and comfortable driving progress through proactive follow ups.
• Highly organised with strong attention to detail and ability to manage multiple tasks.
• Empathetic and people‑focused, with the ability to build trust and calmly resolve issues.
• Comfortable using CRM systems such as Hub Spot.
• Proactive, dependable and motivated to learn in a fast‑moving startup.
• Background in property, home services, trades or startups is a plus, but not essential.

Hybrid:
London-based, with 1–2 days in‑office (Central/East London)

Full‑time. This role includes Saturday working as part of the weekly schedule.

£30,000 – £32,000 starting base salary and equity options.