Customer Support and Operations Manager Customer and Remote

Customer Support and Operations Manager

Stockport and Remote

A chance to join a fast-growth, scale-up team where your contributions can shape our future. This role offers opportunity for visibility and impact in a dynamic environment.

You will join a close-knit team where contributions are recognised, celebrated, and learned from in a transparent and supportive environment.

We welcome ideas from all areas of the business and support a culture of creativity backed by robust processes to test, measure, analyse and learn from them.

You will receive equity options and can work at times that suit you, with an unrestricted holiday policy to reflect a flexible approach to work-life balance.

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 scale. You will empower our community to be the 10% that makes everything happen for the other 90%, using their feedback to influence product evolution. You will also oversee the behind-the-scenes excellence of our fintech operations,optimising workflows and processes to sustain operational excellence as we scale.

• 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 customers at the centre of everything we do
• Experimental and innovative mindset; comfortable with change and curiosity to improve
• Collaborative working style; value to be part of a team and recognise all team members have something to contribute
• Bonus points for being an “organiser” personality type who understands customer needs and experiences

• Directly responsible for the Customer Support function and its operations
• Ensure service levels through accurate resource allocation and planning
• Develop team competencies in Customer Support to maintain efficiency, accuracy and high service levels
• Advocate for “super organisers” (frequent pots) with white-glove treatment and insights to grow the user base
• Create and maintain self-service resources to help users navigate the process without contacting support
• Identify and prioritise user pain points for product improvements and report to the product team
• Identify “super-users” and convert them into brand advocates to support organic growth

• Be the guardian of the founders’ time through handling key operational tasks
• Proactive in foreseeing needs and delivering ahead of time
• Drive efficiency by standardising processes that emerge from short-term needs
• Understand stakeholder needs to enable focus on growth-driven elements of 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, let’s chat. Apply and let’s talk!

• A growth mindset – 90% of what we try doesn’t work. The data from failures is valuable; embrace it and learn without defensiveness
• Be our customer – if you are an organizer, ideas will come more easily and be more effective
• A passion for experimentation, then efficiency – operate fast at an 80% standard; optimize for efficiency and scalability once you identify priorities

Collctiv uses a mixed work-from-home / office approach. Ideally spend at least 1 day per week in Stockport HQ; fully remote is possible if needed. We will provide equipment for remote work.

Unlimited holidays are available to support you in balancing work and life.

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

• Have freedom and autonomy in your role
• Be part of building something new
• Work with good people who enjoy their job
• Be part of a culture that values simplicity and transparency
• Leave behind Sunday night blues and look forward to the week
• Learn new skills across areas
• Forge the career you’ve always wanted
• Make a positive impact for those who organise everything for everyone

Please send your anonymised CV (no cover letter needed) to  with your answers to these two questions: