Senior Customer Success & Operations Executive

Are you passionate about delivering exceptional customer experiences through technology?

Do you thrive on solving customer problems, improving user experiences and helping customers get the most from digital platforms?

Juice Recruitment is delighted to be partnering with an exciting, fast-growing technology business to recruit a Senior Customer Success & Operations Executive.

This is a fantastic opportunity to join an ambitious, service-led organisation that has built an outstanding reputation for delivering exceptional customer experiences through its digital platform. As the business continues to grow, we're looking for someone who combines outstanding customer service skills with strong software confidence and experience working within an app, online marketplace, SaaS business or technology-enabled platform.

This fully remote role offers the opportunity to become a key member of the business, taking ownership of customer success and booking operations while helping shape customer journeys, improve operational processes and support the continued evolution of the platform.

DAY TO DAY

You'll be the trusted point of contact for customers, ensuring every interaction is warm, professional and solution-focused while delivering a seamless digital experience.

Acting as the primary point of contact for customer enquiries via email, phone and WhatsApp.

Supporting customers throughout their journey, including bookings, payments, account queries and platform support.

Becoming an expert user of the company's software platform, confidently troubleshooting customer issues and guiding users through the system.

Managing booking operations to ensure a smooth and efficient customer experience.

Investigating payment disputes, failed payments, refunds and booking issues accurately and fairly.

Resolving sensitive customer situations with empathy, confidence and excellent judgement.

Building strong relationships with customers to encourage trust, loyalty and long-term retention.

Identifying recurring customer pain points and recommending improvements to customer journeys, workflows, systems and platform functionality.

Working closely with colleagues to investigate operational or technical issues and deliver effective solutions.

Maintaining accurate records across bookings, payments and customer communications.

Taking ownership of customer success standards and continually looking for ways to improve the customer experience.

Supporting the training and development of a small customer success team as the business continues to grow.

WHAT WE'D LOVE TO SEE

Experience working within an app-based business, online marketplace, SaaS company, platform business or another technology-enabled service.

Previous experience in Customer Success, Customer Operations, Platform Operations, Customer Experience or a similar customer-facing role.

A strong understanding of how software platforms work and confidence learning new systems quickly.

Experience supporting customers through digital products or online services.

Exceptional customer service skills with a genuine passion for delivering an outstanding customer experience.

Experience using CRM systems, booking platforms, payment systems and other business software.

Confidence investigating customer issues, identifying root causes and working collaboratively to find practical solutions.

Experience managing payment queries, refunds, disputes and operational issues.

Outstanding written and verbal communication skills.

Excellent organisation, attention to detail and the ability to manage multiple priorities.

The confidence to make decisions independently and take ownership of customer outcomes.

A proactive mindset with a passion for improving customer journeys, processes and platform performance.

Experience mentoring, supporting or training colleagues would be advantageous but is not essential.

AND FOR YOU

Fully remote working.

The opportunity to join a fast-growing and ambitious business where your ideas will genuinely influence the customer experience.

A role with significant autonomy, ownership and responsibility.

The opportunity to progress into team leadership as the business expands.

28 days annual leave, plus public holidays.

Flexible working hours, with occasional Saturday morning check-ins for urgent operational matters.

Occasional travel to London to collaborate with the wider team.

If you're looking for a role where you can combine outstanding customer service with technology, operations and process improvement, and want to make a real impact in a growing business, we'd love to hear from you.

Apply today with Juice Recruitment.

INDS