Operations Manager

TiPJAR exists to make appreciation fair, transparent, and direct and in joining our team, you’ll play a part in putting tipping back in the hands of the people who earn it and rely on it most.

What began as a bold idea has become a global platform changing the daily lives of thousands. We’re doing something no one has done before, and that means we move fast, challenge assumptions, and push through walls that would stop most teams.

We’re a values-led, people-first company. We celebrate wins loudly, communicate openly, innovate boldly, and believe success is something we build and share together.

This is a broad, hands‑on operational role spanning customer onboarding, service delivery, customer support, internal support, systems and continuous improvement.

You’ll play a key role in helping new customers move successfully from signed contract through onboarding and into business‑as‑usual operations, working closely with Customer Success, Product and Technical teams to ensure implementations are well coordinated and operationally ready.

You’ll also support the day‑to‑day running and development of TiPJAR's Customer Support function, helping ensure customers and users receive consistently high‑quality support and that the team has the knowledge, processes and tools they need to succeed.

A key part of the role will be helping issues move effectively through the business: supporting Customer Success, Support and Operations with more complex questions, investigating operational or technical issues where required, and ensuring well‑defined escalations reach Product and Engineering.

You’ll also support the weekly cycle of tip splits, improve documentation and self‑service resources, analyse operational performance and identify ways to make our onboarding, support and operational services more scalable and efficient.

We’re looking for somebody who enjoys working with colleagues, solving problems, creating structure, understanding how things work and continuously improving them.

• Support the successful onboarding and implementation of new TiPJAR customers.
• Coordinate onboarding activity across Customer Success, Operations, Product and Technical teams.
• Translate customer requirements into clear configuration and implementation actions.
• Support data collection, testing and validation.
• Improve onboarding processes, documentation and tooling to make delivery faster and more scalable.
• Ensure key onboarding knowledge is captured and handed over effectively.

• Support the day‑to‑day operation and development of TiPJAR's Customer Support function.
• Help ensure customer queries are handled accurately, efficiently and to a high standard.
• Provide guidance, coaching and escalation support to the team.
• Monitor support performance, workloads and service levels.
• Identify recurring issues, training gaps and opportunities to improve the customer experience.
• Reduce support demand through better processes, self‑service and product improvements.

• Act as an operational escalation point for Support, Customer Success and Operations.
• Investigate complex customer, data, configuration and operational issues.
• Help identify root cause and provide clear guidance back to internal teams.
• Improve escalation processes, documentation and shared knowledge.
• Build internal capability so more issues can be resolved independently.
• Feed recurring issues and customer themes back into Product and Engineering.
• Use AI and automation to improve the speed, quality and scalability of operational work.
• Help drive adoption of AI‑assisted workflows across onboarding, support and internal operations.
• Experiment with new tools and approaches, measuring what genuinely improves outcomes.
• Help embed practical, responsible use of AI across the Operations function.

This role forms part of TiPJAR’s first line of defence, ensuring operational processes meet Compliance, Legal and Information Security requirements.

• Apply and reinforce TiPJAR’s operational controls, policies and procedures…