Customer Experience Operations Lead
T
temEnergy Transaction
EuropeFull-TimeLead
Salary not disclosed
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Job Details
- Required Skills
- HubSpot
Requirements
- Background in Support Operations or CX Operations
- Owns strategy and executes
- Strong systems thinking
- Hands-on experience with CX platforms (Intercom or similar)
- Experience with automation tooling (n8n, Retool, or equivalent)
- Confidence with CRM tools (HubSpot or similar)
- Clear, direct communication skills written and verbal
- Ability to document processes in a way that others can actually use
- Comfortable working with technical teams and holding your own in conversations about tooling, automation, and agentic systems
- Spots gaps, takes ownership, and doesn't wait to be asked
Responsibilities
- Act as the operational backbone, maintaining and monitoring core workflows and systems so they are reliable, well-documented, and built to scale.
- Build and improve operational automations that route work intelligently, reduce manual effort, and align with business logic.
- Define triage protocols so customer queries are routed and resolved efficiently. Own the resolution of key operational issues, including hands-on support when needed.
- Work closely with the CX Lead to scope, develop, and continuously improve the operational processes that underpin customer experience at tem, translating CX strategy into a reliable, documented, and scalable operating system.
- Liaise across teams at tem to ensure operational processes are understood, joined up, and designed to scale, bringing coherence to how work flows across the business.
- Track and analyse customer issues to identify patterns, bottlenecks, and repeat offenders. Partner with Product to remove recurring friction and prepare CX for scale.
- Identify gaps in the operating system and make clear, well-reasoned decisions about how and when to fill them, balancing short-term fixes with long-term architecture.
- Make hard prioritisation and trade-off calls aligned with tem's North Star and goals.
- Partner with Product, Engineering, and Product Marketing to scope and QA internal and customer-facing releases, bringing an operational lens to everything.
- Liaise with other Ops leads as our agentic layer is built out, striking the right balance between automated and human CX structures and systems.
- Mentor and guide junior Operations team members, supporting their growth without doing the work for them.
- Ensure knowledge is shared and processes are documented so the team can operate without single points of failure.
- Communicate clearly and proactively with stakeholders across all levels keeping the right people informed without creating noise.
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