Operations Manager

• Support the successful onboarding and implementation of new TiPJAR customers
• Coordinate onboarding activity across Customer Success, Operations, Product and Technical teams
• Translate customer requirements into configuration and implementation actions
• Support data collection, testing and validation
• Improve onboarding processes, documentation and tooling
• Support the day to day operation and development of TiPJAR's Customer Support function
• Monitor support performance, workloads and service levels
• Provide guidance, coaching and escalation support to the team
• Investigate complex customer, data, configuration and operational issues
• Identify root causes and provide guidance to internal teams
• Improve escalation processes, documentation and shared knowledge
• Feed recurring issues and customer themes back into Product and Engineering
• Use AI and automation to improve operational work
• Drive adoption of AI assisted workflows across onboarding, support and internal operations
• Support the weekly cycle of tip splits
• Analyse operational performance and identify scalable, efficient improvements

Requirements

• Experience in customer support, customer operations, onboarding, implementation, service delivery, operations or a similar role
• Experience supporting, supervising or leading others in a customer facing or operational environment
• Strong customer service and relationship building skills
• Excellent organisational and coordination skills
• Strong analytical and problem solving abilities
• Ability to investigate issues and work through problems methodically
• Experience working with software platforms and business systems
• Strong written and verbal communication skills
• Ability to manage multiple priorities in a fast paced environment
• Strong attention to detail and personal ownership
• Ability to work cross functionally with different teams
• Experience in customer onboarding, implementation or project coordination is desirable
• Experience creating documentation, process guides or knowledge base content is desirable
• Experience with customer support platforms such as HubSpot, Zendesk, Freshdesk or Intercom is desirable
• Experience investigating or triaging technical support issues is desirable
• Exposure to APIs, integrations, CSV files or data imports is desirable
• Experience with automation tools and workflow platforms is desirable
• Understanding of operational reporting and performance metrics is desirable
• Exposure to hospitality operations, payroll, tronc or workforce management environments is desirable
• Must demonstrate legal right to work in the UK
• Subject to pre employment checks, including a DBS check and employment references

Core Competencies

Demonstrates expertise in customer onboarding, implementation, and support operations, with a strong focus on process improvement and cross functional collaboration. Proficient in utilizing customer support platforms and automation tools to enhance operational efficiency and service delivery.

Highest signal resume keywords

• Customer Onboarding
• Implementation Support
• Process Improvement
• Customer Support Platforms
• Analytical Problem Solving

ATS Optimization Keywords Hard Skills

• Customer Support
• Onboarding
• Implementation
• Data Analysis
• Documentation Creation
• Technical Issue Investigation
• Automation Tools
• Operational Reporting
• Workflow Platforms
• APIs

Soft Skills

• Customer Service
• Relationship Building
• Organizational Skills
• Communication Skills
• Attention to Detail

Certifications & Qualifications

• Legal Right to Work in the UK
• DBS Check

Industry Keywords

• Customer Operations
• Service Delivery
• Hospitality Operations
• Workforce Management

Tools & Technologies

• HubSpot
• Zendesk
• Freshdesk
• Intercom