Senior Customer Operations Executive

TL;DR

Senior Customer Operations Executive: Streamlining and improving operational processes for customer and hirify.globalefit provider integration with an accent on scalability, reliability, and efficiency. Focus on identifying and delivering process improvements, managing operational backlogs, and leading complex investigations.

Location: London, Hybrid

Company

hirify.global: A technology platform connecting the entire hirify.globalefits ecosystem, creating better outcomes for employers, employees, brokers, and providers by ensuring every employee gets the support they need to thrive.

What you will do

• Own the identification, prioritisation, and delivery of improvements to operational processes across provider onboarding, fulfilment, audits, and data exchange.
• Partner closely with Product, Engineering, Customer Success, and other teams to deliver cross-functional initiatives.
• Act as an operational voice in cross-functional discussions to shape how Customer Operations scales and evolves.
• Manage and resolve backlogs across operational systems such as Jira and Zendesk.
• Provide hands-on support to the wider Operations team, resolving provider queries and unblocking issues.
• Lead complex operational, data, or provider related investigations, coordinating across teams for resolution.

Requirements

• Proven experience in an operational / support / project management or technical account management role in a B2B SaaS environment.
• Excellent verbal and written communication skills, with a structured approach.
• Tech savvy with strong knowledge of Google Suite, g-Sheets, Excel, and ability to identify new tools.
• Good understanding of how to integrate tech systems and tools (e.g., Slack, Zapier, Notion, n8n).
• Strong attention to detail.
• Demonstrated success in working individually and on cross-functional projects, managing multiple project milestones.
• Ability to identify opportunities and pain points, using a strategic approach to problem solve.
• Good understanding of information security and how to apply it to sensitive customer data (GDPR).

Nice to have

• Experience using project management or ticketing tools (JIRA, Zendesk, Monday, Trello or similar).
• Advanced use of Excel, including formulas to analyse data and build basic reporting.
• Worked in a start-up or scale-up business environment.

hirify.globalefits">Culture & hirify.globalefits

• Competitive base salary + equity.
• £100 monthly personal hirify.global Balance, increasing by £50 for each year of service up to £250.
• Weekly lunch provided in office.
• 28 days of holidays a year plus bank holidays, increasing to 30 days after 3rd year of service.
• Day off for your birthday.
• Work-from-abroad scheme.
• Enhanced parental leave and workplace nursery scheme.
• Comprehensive Private Medical Insurance and Funded Life Assurance cover with an annual health check.
• Comprehensive and tailored mental health support and professional coaching.