Operations Lead, Customer Success

About The CompanyAbout CleoAt Cleo, we're not just building another fintech app. We're embarking on a mission to fundamentally change humanity's relationship with money. Imagine a world where everyone, regardless of background or income, has access to a hyper-intelligent financial advisor in their pocket. That's the future we're creating.Cleo is a rare success story: a profitable, fast-growing unicorn with over $200 million in ARR and growing over 2x year-over-year. This isn't just a job; it's a chance to join a team of brilliant, driven individuals who are passionate about making a real difference. We have an exceptionally high bar for talent, seeking individuals who are not only at the top of their field but also embody our culture of collaboration and positive impact.If you’re driven by complex challenges that push your expertise, the chance to shape something truly transformative, and the potential to share in Cleo’s success as we scale, while growing alongside a company that’s scaling fast, this might be your perfect fit.Follow us on LinkedIn to keep up to date with new product features and insights from the team.About The RoleWe’re looking for an experienced Operations Lead, Customer Success to make Cleo’s Customer Support operations faster, smarter, and more connected to Product.You’ll sit at the intersection of Customer Support, Product, and Operations, redesigning the systems, processes, and insights that power a world-class support experience. Your remit is to make our support organisation not only more efficient but also more strategic, transforming user pain into product improvements and scalable automation.You’ll be embedded within Customer Success, but with a dual remit spanning Product and Operations. Your goal is to ensure insights from the front line directly inform how we design, build, and improve Cleo’s user experience.What You'll Be DoingDrive efficiency across support operations by redesigning workflows, reducing handling time, and removing manual or repetitive steps.Partner with Product and Engineering to automate high-volume queries and prevent avoidable inbound.Build visibility into “true resolution”, tracking whether users complete their intended actions, receive what they need, or churn.Turn recurring customer pain points into actionable insights that directly inform Product roadmap decisions.Standardise training and quality processes to bring every agent up to speed faster and more consistently.Lead operational improvement projects end-to-end, from diagnosis to implementation, across multiple functions.Develop and coach a small team to deliver continuous improvements in efficiency and data quality.What We're Looking For4+ years of experience in operations, customer support, or product operations, ideally in a high-growth tech environment.Proven ability to design, implement, and measure process improvements that deliver meaningful results.Strong data and analytical skills, with the ability to interpret metrics, identify opportunities, and quantify impact.Excellent stakeholder management skills, with experience collaborating across Product, Engineering, and CS.Experience managing or developing a small team to deliver cross-functional outcomes.A structured, proactive operator with strong communication skills and a bias for action.What do you get for all your hard work?A competitive compensation package (base + equity) with bi-annual reviews, aligned to our quarterly OKR planning cycles. Work at one of the fastest-growing tech startups, backed by top VC firms, Balderton & EQT VenturesA clear progression plan. We want you to keep growing. That means trying new things, leading others, challenging the status quo and owning your impact. Always with our complete support. Flexibility. We can’t fight for the world’s financial health if we’re not healthy ourselves. We work with everyone to make sure they have the balance they need to do their best workWork where you work best. We’re a globally distributed team. If you live in London we have a hybrid approach, we’d love you to spend one day a week or more in our beautiful office. If you’re outside of London, we’ll encourage you to spend a couple of days with us a few times per year. And we’ll cover your travel costs, naturally.Other BenefitsCompany-wide performance reviews every 6 months Generous pay increases for high-performing team membersEquity top-ups for team members getting promoted25 days annual leave a year + public holidays (+ an additional day for every year you spend at Cleo, up to 30 days)6% employer-matched pension in the UKPrivate Medical Insurance via Vitality, dental cover, and life assuranceEnhanced parental leave1 month paid sabbatical after 4 years at CleoRegular socials and activities, online and in-personWe'll pay for your OpenAI subscriptionOnline mental health support via SpillWorkplace Nursery Scheme And many more!Welcoming EveryoneWe strongly encourage applications from people of colour, the LGBTQ+ community, people with disabilities, neurodivergent people, parents, carers, and people from lower socio-economic backgrounds.If there’s anything we can do to accommodate your specific situation, please let us know.Download the Test FlightApp access for people in the UK & Europe: If you are an iOS user, please use this link to sign up to our TestFlight version of the app, so you can have a play around with the functionality and features: https://testflight.apple.com/join/fDG9hWngBy submitting this application, I confirm that all the information given by me in this application for employment and any additional documents attached hereto are true to the best of my knowledge and that I have not wilfully suppressed any material fact. I confirm I have disclosed if applicable any previous employment with Cleo AI. I accept that if any of the information given by me in this application is in any way false or incorrect, my application may be rejected, any offer of employment may be withdrawn or my employment with Cleo AI may be terminated summarily or I may be dismissed. By submitting this application, I agree that my personal data will be processed in accordance with Cleo AI's Candidate Privacy Notice