Head of Customer Operations

Role: Head of Customer Operations (UK)

Location: London, On-Site (Office Based), Full Time

Hi, I’m Daryl, VP of Supply and Operations at Zen EducateI have been part of Zen’s phenomenal growth since we launched in 2017, and I am looking for a Head of Customer Operations to help build and scale our customer support function.

Zen Educate is rapidly scaling - our UK business aims to grow 3x YoY, we have completed three acquisitions, and we are raising our Series C in the next 18 months. However, our Customer Operations function is still in its infancy and not set up for the next level of scale. The “customer” for the purposes of this role is our educator - teachers and teaching assistants.

We are looking for a strategic architect to own our customer support and take it from a reactive model to a world class, tech enabled operations engine.

This means:

- Moving from fragmented, manual workflows to an automated operating system;

- Shifting from firefighting on tickets, towards proactively improving customer experience;

- Transforming support from being a cost centre to being the strategic customer voice.

End to end functional ownership: You will define the KPIs that matter, and own the unit economics of turning customer support into customer loyalty.

Cross-functional strategy: You will be the primary feedback loop for our Product and Tech teams. Your insights will directly influence strategic product builds.

Operational excellence: You will design the technical infrastructure (phone systems, AI and automation tools) that allows Zen to scale 10x without 10x-ing the headcount.

Developing high performing teams: You will coach and mentor a team of 6 individual contributors (half in London, half in Cape Town).

We are hiring for the leader you will become, not just the role we need today. You are:

A first-principles thinker: You don’t just copy and paste industry standard customer support playbooks - you ask why the process exists and figure out how to automate it.

Analytically rigorous: You thrive in the data. You can build the models to prove why we should or shouldn’t invest in a strategy.

Bias for action: You are comfortable with balancing the need to make decisions on good data, while knowing to grow fast we need to execute and iterate quickly.

If this sounds like you, I’d love to hear from you! 

We welcome applicants with diverse backgrounds, and different experiences and perspectives - just like the staff who teach through Zen and the children at the schools we work with. We believe in hiring the best people from the widest pool and creating an inclusive atmosphere with a culture where people’s voices are heard and all our team can look forward to coming to work.

We value and respect all differences in all people (seen and unseen). We believe in an environment with equal access to career development opportunities and actively encourage applications from BAME candidates.

If you require any reasonable adjustments during your interview process with us, please do let us know.

Due to the high volume of applications, we regret that we are unable to provide individual feedback on initial submissions.