Customer Support Operations Manager in UNITED KINGDOM

🛠️ Are you ready to step up from a customer service role into a more operational, strategic position?  

⚙️🐛 Do you spot problems and immediately think of ways to solve them?  

Imagine defining what "Good looks like" and eliminating customer friction points – working alongside our Product Owner & Analyst, together you'll improve customer service and drive operational efficiency. 

If you’ve worked in a technical support or customer service environment and are looking for more autonomy and responsibility - where your ideas will help shape how things are done and directly improve the customer experience - we’d love to hear from you. 

Important note: This role requires attention to detail, if you'd like to apply - please see “How to apply” instructions below. 

About the Role 

We’re looking for an energetic and ambitious individual to help build and scale our customer service operations from the ground up. As our Customer Service & Operations Manager, you’ll play a key role in designing and optimising processes that create exceptional customer experiences.  

You’ll work cross-functionally with Product, Marketing, and Data teams to improve systems, implement new processes, analyse data, and drive operational efficiency - laying the foundation for seamless customer support in a fast-growing eSIM startup. 

What You’ll Do 

• Customer Support & Escalations: Respond to customer service queries, including escalating and managing to resolution via 3rd party technical teams as needed. 
• Process Improvement: Identify, prioritise, and eliminate recurring customer pain points to reduce contact rates. 
• Platform Optimisation: Develop and optimise our customer service platform (Freshdesk), including automations, canned responses, and chatbot flows. 
• Operational Infrastructure: Design scalable support workflows and standard operating procedures. 
• Cross-Functional Collaboration: Work with Product, Marketing, and Data teams to enhance the customer journey and improve service touchpoints. 
• Data & Insights: Analyse customer feedback, support trends, and operational reports to identify areas for improvement. 
• Tech & Tools: Implement AI-powered support solutions and automation to streamline operations. 
• Knowledge Management: Create and maintain an internal knowledge base and customer-facing documentation. 

Who You Are 

• A proactive self-starter with a strong sense of ownership 
• Customer-obsessed, with excellent communication and problem-solving skills  
• An accountable and solution-oriented individual who thrives in fast-paced environments 
• Tech-savvy and eager to learn new tools and systems 
• Analytical and data-driven, with an ability to make informed decisions 
• Adaptable and comfortable navigating ambiguity and rapid change 

What we Value 

We prioritize attitude and potential over years of experience. We’re looking for someone who: 

• Takes initiative and gets things done 
• Has a growth mindset and an entrepreneurial spirit 
• Demonstrates problem-solving abilities and attention to detail 
• Thrives in a collaborative, fast-paced environment 
• Enjoys working with complex, technical issues—with experience in environments like broadband, mobile, or 2nd line support—and is constantly looking for ways to improve the customer experience through operational efficiencies. 

Why Join Us? 

• Ground-floor opportunity – help shape the future of customer service & operations 
• Real ownership – play a crucial role in driving improvements as we grow 
• Cutting-edge technology – work in the innovative eSIM space 
• Cross-functional exposure – collaborate across departments, opportunity to learn and develop your skills across multiple areas 
• High-impact role – directly influence company growth and success 
• Startup environment – fast-paced, dynamic, and full of opportunities 

Preferred Qualifications 

• Experience in customer support, operations, quality assurance, or product testing 
• Familiarity with troubleshooting, working with technical teams to pursue and identify root cause of issues  
• Familiarity with customer service platforms (e.g., Freshdesk, Zendesk) and CRM tools 
• Experience in tech startups, mobile apps, or digital service companies 
• Speak multiple languages 
• Bonus: Experience with mobile app testing, automation tools, or eSIM technologies 

Nice-to-Haves 

• Background in the travel eSIM industry 
• Exposure to customer service/ experience improvement projects 
• Exposure to global customer support operations and multilingual service models 

Location 

London, UK 

Remote Working / Hybrid: 

While this role is primarily remote, we know that some problem-solving and planning sessions are most effective in person. You’ll coordinate with the team to meet occasionally at our co-working office space near Liverpool Street when it makes sense for collaboration.  

Full-time, flexible working hours.

Salary 

Based on experience starting from £30k+, flexible for the right candidate. 

HOW TO APPLY:

If you’re excited about this role and developing your skills in this growing start up - please email us (details below), introducing yourself, specifying which role you’re applying for, include the answer the applications questions below and attach your CV. 

Application Questions:

• Where are you based currently? (note: we cannot offer relocation or visa sponsorship) 
• What’s your current work situation and notice period? 
• What experience do you have in start-up environments or setting up processes from scratch? 
• What AI tools are you using personally or professionally? Please give examples. 
• What was the last course you completed, either professionally or personally?  
• What are you looking for in your next position (salary, title, responsibilities)? 
• Do you speak any additional languages? (Bonus!) 
• What about this role piques your interest the most? 
• Please include a link to your LinkedIn profile. 

Process: 

Please send your application email to recruitment@orbitmobile.com with the answers to the above application questions and attach your CV by 16th February. 

Short-listed candidates will be interviewed from 18th Feb and we aim to offer to successful candidate by end of February. 

We're a lean team, in interest of time, efficiency & fairness, please follow the instructions above, applications received via LinkedIn will not be considered.