Operations & Service Lead

Operations & Service Lead
West London/Hyrbid
30000 Equity-Based Bonus Scheme
Start Date: Autumn 2025

The Opportunity

Were working with an exciting fast-growing wellness brand thats redefining how people experience movement at home. Theyre not just building a product theyre building a community and a platform for connection creativity and feel-good living. With a growing presence and big ambitions theyre looking for an Operations & Service Lead to play a pivotal role in shaping customer and team experiences.

This is a dynamic position where youll combine operational efficiency with a people-first approach. Youll manage customer service across multiple channels optimise service systems oversee a London showroom liaise with delivery partners and keep leadership and team operations running smoothly.

Key Responsibilities

• Manage all customer enquiries across email WhatsApp chatbot and phone with a fast friendly solution-first approach

• Build and optimise the customer service platform (Zendesk) including workflows automations knowledge base and reporting

• Oversee service performance driving improvements in speed quality and satisfaction

• Act as the escalation point for complex or sensitive cases

• Manage the London showroom hosting clients partners and press while ensuring brand standards

• Coordinate with logistics partners to guarantee smooth order fulfilment tracking and communication

• Maintain stock visibility and implement clear scalable operational processes

• Support directors with scheduling travel meetings and internal organisation tools (Slack Notion Google Workspace)

• Act as the central organiser for cross-team projects ensuring deadlines and priorities are met

What Were Looking For

• 3 years experience in customer service operations or logistics (e-commerce or consumer products preferred)

• Proven experience building or managing a customer service platform (Zendesk or similar)

• Highly organised proactive and adaptable in a fast-paced environment

• Strong written and verbal communication with a professional approachable style

• Tech-savvy and confident using tools such as Shopify Slack Notion and Google Workspace

• Problem-solver who enjoys improving processes and creating solutions

• Comfortable hosting clients and partners in a professional showroom setting

• UK-based with regular access to London

Whats on Offer

• 30000 salary equity-based bonus scheme

• Complimentary wellness product

• Vitality Health Insurance (with wellness perks)

• BUPA Dental Scheme

• Gym membership contribution

• Cycle to Work Scheme

• Local and international travel opportunities

• Flexible hybrid working (London showroom base with home-working flexibility)

• A chance to take ownership of customer and operational experiences in a growing wellness brand

• Direct involvement with the founding team and opportunity to make a real impact