Customer Service & Operations Manager

📋 Description

• Lead and scale a remote customer service team with KPIs and accountability
• Own end-to-end customer experience; improve NPS, CSAT, retention
• Own fraud, abuse and risk; build detection frameworks and automate reviews
• Drive automation across service ops; own Freshdesk; evaluate AI and live chat
• Own payout operations; ensure accurate payments within SLAs

🎯 Requirements

• 5+ years leading customer service or operations teams (remote)
• Strong track record handling fraud, promotional abuse, or risk cases
• Hands-on automation and AI/workflow tools experience
• Experience with Freshdesk or Zendesk platforms
• Strong stakeholder management and continuous improvement
• Excellent written and verbal English skills

🎁 Benefits

• Private Health Care (Bupa)
• Hybrid Working (3 days in office)
• Travel Insurance
• Company Bonus Scheme
• Paid for AI Subscription (Claude / ChatGPT / Gemini)
• Market-Leading Training Programme