Customer Experience Operations Coordinator

Requirements

• High attention to detail; takes accuracy seriously and notices when something doesn’t look right
• Strong drive to improve (not just getting through the task list, but thinking about how the work could be done better)
• Communicates clearly in writing and documents work so others can follow it
• Comfortable doing manual, repetitive operational work — and motivated to reduce it over time
• Familiarity with CX or support tooling (Intercom, Zendesk, Zoho Desk, or similar) is a strong plus
• Escalates early, takes ownership, and doesn’t wait to be told what to do next
• Comfortable working in a fast-paced environment with shifting priorities
• (Desirable) Experience in a support operations, customer service operations, or back-office processing role
• (Desirable) Hands-on experience with Intercom, Zendesk, Zoho Desk, or a similar CX platform (especially configuration, admin settings, or platform management)
• (Desirable) Exposure to automation tools such as Zapier or n8n (even at a basic level)
• (Desirable) Familiarity with Hub Spot or similar CRM tools
• We welcome applications from people of all backgrounds, experiences, and identities, including those that are traditionally underrepresented in the tech and energy sectors. If you’re excited about this role but not sure you meet every requirement, we’d still love to hear from you. Your unique perspective could be exactly what we’re looking for

• We’re looking for a Customer Experience Operations coordinator to join the Onboarding and Service cross-functional team. This is a hands‑on operations role: you’ll do real back‑end processing work that keeps the engine running, and you’ll be expected to do it accurately, take ownership of your remit, and actively look for ways to make the work smarter and faster over time
• You won’t be thrown in without support. You’ll work closely with the Operations Lead and other stakeholders in the team, while also operating with autonomy. You’ll elevate early when something isn’t right, and you’ll bring a continuous improvement mindset to everything you do
• Own and execute back‑end processing tasks that keep Customer Experience and the Onboarding and Service team running (document management, data entry, system administration, operational housekeeping)
• Deliver work to a consistently high standard of accuracy and attention to detail
• Partner closely with stakeholders so manual processing work is handled efficiently and doesn’t become a bottleneck to customer‑facing delivery
• Flag blockers, data issues, or anything that looks wrong early
• Identify repetitive or manual processes and proactively propose solutions to reduce friction (tooling, process redesign, or flagging issues to the right person in Product, Engineering, or Operations)
• Adopt existing templates and automation tools to improve your own efficiency
• Contribute to a smarter way of working across the Engine
• Produce clean, clear operational artefacts (process documentation, tickets, action trackers) so work can be picked up easily by others and nothing gets lost
• Communicate progress in a consistent, simple way: what’s done, what’s next, and what’s blocked
• Follow documentation standards set by the Operations Lead, contributing to a team where knowledge is shared and single points of failure are minimised
• Develop a working knowledge of the CX tooling stack and triage systems, including Intercom and Hub Spot
• Support system administration, understand how customer queries move through the Engine, and help diagnose and unblock common issues
• Liaise confidently with Product, Engineering, and other teams when your work intersects with theirs
• Be curious and communicative; you don’t need to be a technical expert yet