Customer Operations Manager; Startup

- Location:

London, hybrid — 1-3 days in the office depending on location

- Salary: £36–£42.5k base (options available)

- Opportunity:
Join an early-stage startup and own customer operations as a function — with the scope to build the systems that support our business to scale.

At Last® is creating the platform for any business build their own shipping application. Handling consumer shipments — returns, exchanges, repairs, recycling — is one of the hardest parts of running a commerce modern business: the carrier rates, the customer journey, and the operational workflows behind both.

Backed by some of London's top investors, At Last is a profitable, fast-moving startup already used by some of the most recognisable brands in the UK including Tesco, Maebe (
* by Molly Mae*), Threadbare and more.

We are gearing up for continued growth in 2027 with a strong wedge in marketplace returns in service of our mission to provide world-class shipping apps for any business.

At Last is looking for a Customer Operations Manager who is equally comfortable owning customer interactions and building systems. You will report directly to the company's CEO and commercial co-founder, owning the customer experience at every touchpoint — from onboarding and support, through to developing the systems that support our business to grow.

If you thrive in a small, fast-paced team and want to own and scale function rather than task list, this role offers real scope to build, and grow with the company.

• - Run onboarding from first install, to kickoff call to go-live as smoothly and efficiently as possible.
• - Own support experience for customers — across Fin (Intercom) and our shared inbox — and set the bar for the quality of care our retailers and 3PLs recieve.
• - Configuring customer returns app, set up carriers, and get integration work moving
• - Handle and improve carrier claims for our partners and customers
• - Drive positive customer reviews and the opportunity to close small inbound sales
• - Build the automations that put all the above on autopilot — with Fin, macros, help centre automations, n8n and more!

• - 3–5 years in customer operations, support or customer success.
• - Minimum 2 years in B2B SaaS, e-commerce or logistics
• - You have handled a daily support queue at volume, recently, and are clear-eyed about doing it again.
• - You are at ease speaking to customers live on calls — and you can explain how you know that they come away feeling looked after.
• - You have real-world examples of building something that removed work — a macro set, a help centre, an AI agent, an automation — and can show us how
• - Hands-on experience with relevant tools: support platforms, a CRM, ticket tracker and familiarity automation tools like n8n, Make or Zapier
• - You are a self-starter with experience successfully working with limited structure or supervision — and got on with it
• - You have configured Intercom Fin or a similar AI support agent
• - Exposure or familiarity with Intercom, Linear, Attio, email productivity software like Superhuman or similar tools.
• - Professional experience in returns, shipping or the Shopify ecosystem.
• - You have written help-centre content or process documentation people actually refer to regularly
• - You have worked in a company under 20 people

• - Hybrid working —
  * 1-3 days in the London office dependent on location.*
• - Be the first person to shape the customer operations function
• - Be in the room with the Founders. Help shape what comes next.
• - The right to work in the UK