Customer Operations Specialist

Lyst is a global fashion shopping platform founded in London in 2010 and catering to over 160M shoppers per year. We offer our customers the largest assortment of premium and luxury fashion products in one place, curating pieces from 27,000 of the world’s leading brands and stores. In 2025, Lyst joined Zozo, operators of Zozotown, the leading fashion e-commerce platform in Japan.

This partnership marks a bold new era for Lyst, as we accelerate our vision and work together to transform the future of fashion shopping through AI and technology.

At Lyst, we obsess over the customer, providing a search and discovery experience which offers inspiration, fulfilment, and personalisation. We believe that fashion is amazing but shopping for fashion often isn’t, and we use our technology, data and creativity to bring more joy, greater choice and fewer fails. Our mission is to help fashion shoppers make better decisions and help fashion partners find better audiences as the category-leading destination for every fashion shopper.

This role sits at the intersection of Customer Operations, with a key part in tech and data. The Customer Ops Specialist will own the systems, workflows, automation and reporting that enable us to scale customer care efficiently with the business needs. They will identify recurring customer and operational problems, use data to understand their root causes, and work with the right stakeholders to build scalable solutions.

• Confident with handling customer queries and requests when needed
• Implement AI workflows that autonomously handle high-volume, repetitive inbound (refunds, order status, returns, payment issues)
• Support the platform migration (Zendesk → new platform), ensuring ticket logic, routing, and SLAs are preserved and optimized
• Tune AI deflection thresholds, fallback routing, and handoff criteria to balance automation with quality
• Map current ticket taxonomy to new platform structure and identify automation opportunities in migration

• Automate recurring manual tasks that currently live in task-audit backlogs (GDPR deletions, chargebacks, moderation flags, product data fixes)
• Build API connectors and audit workflows to catch and escape edge cases without human review loops
• Document automation assumptions and thresholds; measure deflection lift and accuracy

• Own the customer ops analytics: ticket taxonomy, omnichannel volume tracking, and live reporting (what customers actually complain about, not just ticket counts)
• Build operational dashboards that surface friction drivers in real time (e.g., spike in payment failures, shipping delays)
• Help feed business insights back to Product teams…this person owns the "why" behind ticket volume, not just "what" volume is.
• Maintain data quality and audit trails for compliance (GDPR, chargeback disputes, refund accuracy)
• Sharing feedback and insights to stakeholders within forums
• Hands-on experience with helpdesk platforms (Zendesk, Intercom, Dixa, etc.) have used workflow automation, routing, and AI/ML features in production
• Clear analytical mindset: can identify root causes from messy ticket data and propose systems solutions (not just process fixes)

• Exposure to AI in customer support (chatbots, deflection, intent classification)
• Experience in fast-growth e-commerce operations
• Migration experience (moving helpdesk platforms or CRM systems)
• Chargeback experience
• Experience with similar companies like Lyst (marketplace)
• Our Ways of Working:
  We all come into the office on Tuesdays and Thursdays, with the option to work remotely or come into the office on the other days. We believe that in person collaboration and community spirit is super important, which is why we…