Head of Operations

Requirements

• At least 4+ years of experience in support operations management, ideally in customer-facing roles within fast-growing businesses
• You've successfully led and developed high-performing teams in B2C environments
• You can think strategically while also getting stuck into the details. You're comfortable working in a fast-paced, high-growth environment
• You can work across all levels of the business, from team members to senior leadership, and communicate effectively
• You're skilled at handling complex customer issues and have experience in regulated environments
• You're familiar with customer support tools like Zendesk and know how to set up and optimise them for success

What the job involves

• We're looking for an exceptional Head of Operations to join our team and play a key role in driving our business forward
• This is a hands-on role where you'll be involved in everything from process optimisation to team development
• You'll be responsible for ensuring our day-to-day operations run smoothly, while driving efficiency and exceptional customer experiences as we scale
• You'll also have the chance to lead a talented team, streamline processes, and make impactful decisions that will shape the way we operate as a company
• As Head of Operations, you'll work closely with our Operations Director, Devisha, as well as getting lots of exposure to our senior team, who have previously led some of the world's fastest growing businesses, as part of playing a pivotal role in our Operations team
• Take the lead in driving seamless daily operations, optimising workflows, and ensuring our team consistently outperforms SLAs with excellence
• Collaborating with our Operations Director, you'll create and execute forward-thinking strategies to fuel our growth and efficiency
• Inspire and lead a high-performing Operations team, from hiring and onboarding to mentoring and accelerating their professional development
• You'll uncover opportunities to scale by working with our Product and Engineering teams to automate and streamline processes for greater impact
• Deliver outstanding customer satisfaction by managing escalations in complex or regulatory-driven environments
• Ensure compliance with regulatory requirements (e.g., KYC/AML), while proactively managing risks to keep our operations running smoothly