Customer Operations Manager

Bethnal Green, England, United Kingdom

About Journee ✈️

Hi there!

Journee was created back in 2019 because our Co-Founders - Ed, Megha and James - were frustrated with the travel industry. Booking a trip yourself is a time-consuming and painful experience. And everyone ends up going to the same places and doing the same things. With Journee, we've created a way for you to go on an adventure you never knew you needed. All we need is 10 minutes of your time to fill in our questionnaire.

We are now in an exciting and crucial growth stage and we are looking for a talented Customer Operations Manager to help guide us and the Community Support team through this period of growth and transformation.

The Role in a Nutshell

We are looking for a startup-seasoned, hands-on and analytical Customer Operations Manager to lead our 5 person strong Community team, and line-manage our India-based Operations Lead. You are a dynamic leader who desires to build and develop world-class teams within a startup environment.

You Are...

First and foremost, a great leader: You have exceptional people management skills and a deep love of building, managing, and nurturing world-class sales/support/service teams . You have the knack to engage effectively and build strong relationships at all levels, as well as the ability to identify and grow key talent .

A problem solver: You’re not fazed by complex problems and tricky user issues and have a track record of acting fast and solving crises in ambiguous startup B2C environments.

An action-oriented doer, who is very hands-on: Whilst you love talking strategy with leadership, you also excel at helping the team with day-to-day processes , tasks and problems even more.

A great communicator: You have excellent written and verbal communication skills and remain an ocean of calm in crises.

A self-starter with intellectual rigour: You learn quickly and get up to speed on new areas incredibly fast. You find the challenge of leading domains and executing big projects without prior experience exhilarating .

A process ninja: You are extremely organised and enjoy breaking down complex problems to come up with simple, elegant solutions .

You Have...

Experience in managing high-performing customer service/sales/support teams in fast-paced consumer-facing companies that are known for their outstanding customer service. (Bonus if you have done this in an early-stage but rapidly growing B2C tech startup i.e. doubling in size every year, or expanding internationally etc.)

A track record of driving outstanding operational efficiency and quality in a scaling B2C startup.

Strong analytical and problem-solving skills which you use to activate change and bring order to the typical start-up chaos. Bonus if you like using analytical tools like Metabase, SQL, sheets etc.

Knowledge and experience using, analysing, and implementing various support and community software (Twilio, Zendesk, Freshchat etc).

A passion for travel and Journee's mission . ️ Bonus if you have experience of working in the travel industry. ️

What You'll Do...

You will manage our London-based Community team (5 people currently) who are responsible for converting leads into sales , and also providing best-in-class support to our Explorers, before, during and after the trip.

Line management of our India-based Operations Lead (who manages the fully remote India based Operations team, who are responsible for booking everything for our Explorers). You’ll work with her to ensure the India based Operations team and London-based Community team work efficiently and seamlessly to provide world-class customer experience.

You’ll be very hands-on helping the frontline Community team solve day-to-day customer support problems . To begin with, you will work two days a week as an active member of the Community Experience team , to understand first-hand the function of the support team. This may reduce to one day a week as you settle in. * Please note, that as Journee provides 24/7 support, the role will include occassional out of hour calls and working ~ 1 weekend per month.*

You will define, set and track operational efficiency KPIs including query resolution time, error rate etc.

You’ll continuously learn from day-to-day challenges and develop mechanisms to avoid issues long term . These would include strategising and maintaining a detailed internal knowledge base and process playbooks .

You will also often collaborate with the Tech and Product teams to implement tech-based solutions that streamline the processes of the Community team.

You’ll identify, nurture, train and grow key talent from within the Community and Operations team and hire externally when needed. You will maintain and nurture overall team performance in order to continue to deliver an outstanding customer experience .

Be responsible for the administration and optimisation of our customer service tools - i.e. FreshChat, Zendesk, Twilio, Brevo, Stripe, and Metabase.

You’ll report to Megha, the Co-Founder and CPO, and be the Community team’s go-to person for handling complex customer issues.

Benefits

Be part of an early-stage team building a next-generation travel company, working and growing alongside the founders.

Hybrid working - this role requires at least 4 days a week in our private office in a dog-friendly, co-working space in Bethnal Green, East London.

Your choice of tech

Employee options (you’ll own a piece of Journee!)

Minimum 25 days holiday + bank holidays

And so that you can experience more of the product first hand, it only seems right that every employee should enjoy a Journee trip worth £1000, on us, every year!

Sound good?

Application process

Apply via LinkedIn, or send your CV and a short paragraph as to why you'd like to join Journee to [email protected]

Initial chat with Annie , our Talent Lead.

A video call with Megha , our Co-Founder (Product, Operations, Insights).

A short task that you will present to our 3 Co-Founders, Ed , Megha , and James .

'Culture add' chat - you can visit the office and meet with the wider team .

Thank you so much for your interest in Journee - if this opportunity sounds interesting, then please do get in touch or apply via LinkedIn or email Annie on [email protected]

We are looking forward to receiving your application - good luck!

Journee is passionate about championing diversity, and we are an Equal Opportunity Employer. We welcome applications from those of all backgrounds and walks of life.

You can read more about our values here .