Customer Operations Manager

Hey! We're Plum, your smart saving and investing app on a mission to help grow money for life. Whether you're stashing the cash for tea and toast in your first home or catching some rays during retirement, Plum's got your back. Since 2016, over 2 million people in 10 European markets have set aside more than £2 billion with our clever automation and AI - that's the magic of Plum! As recognition for our work, we've received awards from the likes of Deloitte, Finder, and more.

That's all down to our passionate team of 230+ Plumsters, who work around Europe to help us achieve our mission. And now we're looking for more brilliant people to join us on our journey. The RoleWe are seeking a Customer Operations Manager to lead and develop our frontline customer support function. This role will manage a team of Customer Support Team Leads, each responsible for their own team of agents.

You will be reporting to the Head of Customer Success and will be responsible for driving operational performance, ensuring excellent customer experience, and creating a culture of accountability, learning, and continuous improvement.

What You'll Be DoingOversee day-to-day support operations, ensuring SLAs, KPIs, and quality standards are consistently metDesign and implement scalable processes, workflows, and best practices to improve efficiency and customer satisfactionMonitor workload distribution and resource planning across teamsLead, coach, and develop Customer Support Team Leads, ensuring they effectively manage their respective teamsSet clear expectations, provide feedback, and create growth opportunities for both team leads and agentsChampion the voice of the customer across the organisationWork closely with QA, Product, and Operations teams to identify customer pain points and drive improvementsTrack and report on key performance metrics such as response times, CSAT, NPS, first contact resolution, and escalationsConduct regular performance reviews with Team Leads and support them in managing their teams' developmentUse data to identify trends, risks, and opportunities for improvementSupport the VP Operations and Head of Customer Success in defining and executing the overall customer support strategyDrive initiatives that scale customer operations, including automation, AI, and self-serve solutionsIdeally YouProven experience in managing customer support operations (preferably in fintech or other fast-paced industries)Experience managing frontline support teamsStrong understanding of support metrics, SLAs, and customer satisfaction driversExcellent leadership skills with a track record of coaching and developing managers/leadsStrong analytical skills with the ability to turn data into actionable insightsExcellent communication skills and be able to influence stakeholders and advocate for customersExperience working with CRM tools like Intercom, Zendesk or similarPlum's PerksOwn part of the company you're helping grow through stock optionsPrivate health insuranceAnnual training budgetPlum Premium for freeCompetitive referral schemeFlexible approach to remote working:

we encourage at least 2 days a week in one of our beautiful offices in London, Athens or CyprusTeam breakfasts and team lunches25 days holiday + bank holidays45 work-from-anywhere days to give you flexibility to work your way2 weeks sabbatical after 4 years to take the break you deserveEnhanced parental leave1 paid volunteering day annuallyAnnual team trip to a surprise destination!A fun, inclusive company culture (think 🦄🌈💯)If you think this sounds like you, don't hesitate to get in touch!Thanks,Plum Τeam Plum is an Equal Opportunity Employer.

Plum does not discriminate on the basis of age, race, religion, sex, gender identity, sexual orientation, non-disqualifying physical or mental disability, national origin or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit and business need