Optimisation Team Trio: Analyst, Developer, Product Manager in UNITED KINGDOM

LiminalCX is helping recruit for 3x full-time roles—Platform Engineer, Data Analyst, and Product Manager—for an exciting new start-up that’s on a mission to deliver fully automated customer service. We’re building a lean, hands-on Optimisation Team to make that happen.

If you're someone who gets frustrated by outdated systems and roadblocks in customer service, this is your opportunity to start fresh, build platforms and processes from the ground up, and make real improvements for customers. You’ll be working alongside two other motivated team members, all dedicated to defining and delivering an exceptional end-to-end experience.

Imagine defining what "Good looks like", and as a trio, continually working towards that for the customer.

The Trio: The team will consist of a Data Analyst, a Platform Engineer, and a Product Manager, all working closely together to improve customer service and drive operational efficiency.

Industry: Online product/service, Technology

Important Notes:

If you're considering your next career move, this new type of team is challenging the traditional organisational set-up, in a start-up environment, it is important to understand that this means there are some quirks:

• Hands-on. You're it, there are no 'other teams' to outsource things to, no agencies, you'll not be managing staff - these are hands-on roles.
• Customer-facing: As a trio, you're collectively responsible for the end-to-end customer experience, which includes answering any inbound customer queries (email, Facebook, WhatsApp, chat) and managing issues. You'll be continually trying to eliminate these contacts through pro-active management & improvements. If this part of the role isn’t appealing, this may not be the right fit for you.
• It's a new team, brand new business: If you're worked in start-ups before, you'll understand it is exciting, unpredictable and hard work. If the idea of building from scratch excites you more than it overwhelms you, we’d love to hear from you.
• You're part of a unit: As a trio, you'll help work out new ways of working, this includes deciding the location of co-working space & cadence of meeting up. I am expecting you'll want to meet up in person at least 2-3 times a week for planning and bouncing ideas off each other. You'll work out a rhythm and balance between home and office throughout the week. You'll also work out a way of organising your work, to achieve your goals.
• Self sufficient: You’ll be the sole expert in your area (whether it’s data, development, or product), so you must be resourceful and capable of figuring things out, with support from your teammates.
• Resourceful: Frugal, creative and determined. As a team you'll work out creative ways to optimise processes & platforms.

If these things excite you rather than put you off - amazing! Please read on:

Responsibilities & Qualifications

You'll collectively be responsible for Cost Per Acquisition (CPA), Cost to serve (C2S) and Customer Satisfaction (measured using NPS). Individual responsibilities & qualifications detailed in full job-description. Our ultimate goal is to create a world-first: 100% online, fully automated service experience, no contact centre.

You'll ideally have a relevant degree/diploma and a few years experience. However you may not have spent all your time in this type of role / you're in transition - ie you were in a pure Marketing role, and have re-trained as you've an interest in Project/Product management.

We're looking for fit/attitude, rather than deep knowledge/skills in a particular area.

Location: London (Hybrid - co-working location TBC, expect the team will need to meet in person 2-4 days a week)

Salary: The aim is to recruit a team with similar level of experience, each of the roles, ballpark £30,000 - £60,000 (depending on role and experience, flexible for the right candidate).

Platform Engineer, Data Analyst, and Product Manager

Platform Engineer: Developer

Are you a fixer? In this role, you’ll use APIs and emerging technology to integrate and optimise our customer service, website, and media spend platforms. You’ll be instrumental in automating processes and developing systems that drive operational efficiency. We’re looking for someone with a technical mindset eager to grow their career in system integrations and automation within a forward-thinking start-up.

Data Analyst

Are you a curious problem solver with a passion for data? As our Data Analyst, you’ll play a key role in generating insights, setting up reporting, gathering data from multiple sources into a database, and work on automation projects to enhance data processing efficiency. You'll help us optimise operations and help the team work out what is going to make the biggest impact.

Product Manager

Do you have experience in leading projects and managing products in fast-paced environments? As our Product Manager, you’ll manage the design and implementation of customer service solutions, oversee Agile/Sprint projects, and ensure alignment with our goal of delivering exceptional customer experience. You’ll be hands-on, guiding the team and driving initiatives from the ground up.

What We Offer:

• Flexible working, balanced between home and central London office.
• Opportunities to push boundaries and make a real impact on customer experience.
• A collaborative and supportive team culture.
• A chance to shape your career, with AI tools at everyone's fingertips - what does the future of work look like for an analyst, developer and project manager? Here is your chance to do some really clever stuff.

How to apply:

If you’re excited about one of these roles, please email us at recruitment@liminalcx.com, introducing yourself and specifying which role you’re applying for. Don’t forget to include your answers to the following application questions:

1. Where are you based currently? (We cannot offer relocation or visa sponsorship.)
2. What’s your current work situation and notice period?
3. What experience do you have in start-up environments or setting up processes from scratch?
4. What AI tools are you using personally or professionally? Give examples.
5. What are you looking for in your next position (salary, title, responsibilities)?
6. How do you feel about answering customer queries as part of your role?
7. Do you speak any additional languages? (Bonus!)
8. What about this new role peaks your interest the most?
9. Please include a link to your LinkedIn profile.

Process:

1. Please send your application email with the answers to the above questions and attach your CV.
2. You’ll receive a confirmation with the full job description and next steps.
3. Short-listed candidates will be interviewed between 16th-23rd October.
4. We aim to offer 3 x full-time positions by the end of October.

Please share with your networks, thanks in advance! Claire