Operations & Service Lead
Operations & Service Lead
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Job Description
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
Employment Type
Full Time
