Operations Associate (Remote)

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Remote-first with flexible working | Home working & wellbeing budgets | 25 days holiday + public holidays (plus birthday off and ability to swap public holidays)

Via is supporting our client to recruit a Customer Experience Operations Coordinator to join a fast-scaling, AI-native energy technology business transforming how electricity markets operate globally.

This is a hands-on operational role within the Onboarding and Service team, ideal for someone who enjoys detail-heavy work, structured processes, and improving how things run behind the scenes.

You’ll play a key role in ensuring customer operations run smoothly, accurately, and efficiently — while also helping to identify and remove friction through smarter processes and better tooling.

The Opportunity

You will be responsible for executing core operational workflows that keep the Customer Experience function running day-to-day.

This includes back-end processing, data handling, system updates, and operational support tasks that directly enable customer-facing teams to deliver effectively.

While the work is hands-on and detail-focused, there is a strong expectation that you will continuously look for ways to improve processes, reduce manual effort, and support the evolution of a more scalable operating model.

You’ll work closely with the Operations Lead and wider cross-functional teams, with a balance of structure, autonomy, and support.

What You’ll Be Doing

Keep Operations Running Accurately

• Own and complete back-end operational tasks including document processing, data entry, and system administration
• Ensure all work is completed with a high level of accuracy and consistency
• Support customer-facing teams by preventing operational bottlenecks
• Flag issues, blockers, or data inconsistencies early

Improve How Work Gets Done

• Identify repetitive or manual processes and suggest improvements
• Support the adoption of automation tools and templates
• Contribute ideas to make workflows faster, simpler, and more scalable
• Work with Product, Engineering, and Operations teams where process improvements are needed

Document & Communicate Clearly

• Produce clear operational documentation, trackers, and process notes
• Maintain accurate records so work can be easily understood and picked up by others
• Communicate progress in a structured and consistent way (what’s done, what’s next, what’s blocked)
• Follow documentation standards set by the Operations Lead

Work Across Tools & Teams

• Use and develop knowledge of CX platforms such as Intercom and HubSpot
• Support system administration and help triage customer workflow issues
• Liaise with Product, Engineering, and Operations teams when required
• Build familiarity with how customer queries move through internal systems

What Success Looks Like

• High accuracy and consistency across all operational outputs
• Smooth execution of backend workflows with minimal friction for customer-facing teams
• Clear, well-documented processes that reduce reliance on individuals
• Active contribution to improving systems, tools, and workflows
• Strong communication and proactive escalation of issues

What We’re Looking For

• Strong attention to detail and commitment to accuracy
• Comfortable working in structured, repetitive operational environments
• Proactive mindset with a focus on continuous improvement
• Clear written communication and strong documentation skills
• Ability to take ownership and escalate issues appropriately
• Comfortable working in fast-paced, evolving environments
• Interest in improving processes and working smarter over time

Nice to Have

• Experience in Customer Support Operations, CX Operations, or Back Office roles
• Familiarity with tools such as Intercom, Zendesk, Zoho Desk or similar
• Exposure to CRM systems such as HubSpot
• Basic experience with automation tools (e.g. Zapier, n8n)
• Experience in SaaS, tech, or high-growth environments

Why Apply?

This is an opportunity to join a well-funded, high-growth AI-native business that is reimagining a critical global industry from the ground up.

You’ll gain exposure to modern tooling, cross-functional teams, and complex operational systems — while playing a direct role in ensuring customers are supported at scale.

If you enjoy structured work, high accuracy, and improving how things operate behind the scenes, this role offers a strong platform to grow within a fast-scaling organisation.

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