Customer Operations Manager

Hey We're Plum, your smart saving and investing app on a mission to help grow money for life. Whether you're stashing the cash for tea and toast in your first home or catching some rays during retirement, Plum's got your back.

Since 2016, over 2 million people in 10 European markets have set aside more than £2 billion with our clever automation and AI – that's the magic of Plum As recognition for our work, we've received awards from the likes of Deloitte, Finder, and more.

That's all down to our passionate team of 230+ Plumsters, who work around Europe to help us achieve our mission. And now we're looking for more brilliant people to join us on our journey.

The Role

We are seeking a Customer Operations Manager to lead and develop our frontline customer support function. This role will manage a team of Customer Support Team Leads, each responsible for their own team of agents. You will be reporting to the Head of Customer Success and will be responsible for driving operational performance, ensuring excellent customer experience, and creating a culture of accountability, learning, and continuous improvement.

What you'll be doing

• Oversee day-to-day support operations, ensuring SLAs, KPIs, and quality standards are consistently met.
• Design and implement scalable processes, workflows, and best practices to improve efficiency and customer satisfaction.
• Monitor workload distribution and resource planning across teams.
• Lead, coach, and develop Customer Support Team Leads, ensuring they effectively manage their respective teams.
• Set clear expectations, provide feedback, and create growth opportunities for both team leads and agents.
• Champion the voice of the customer across the organisation.
• Work closely with QA, Product, and Operations teams to identify customer pain points and drive improvements.
• Track and report on key performance metrics such as response times, CSAT, NPS, first contact resolution, and escalations.
• Conduct regular performance reviews with Team Leads and support them in managing their teams' development.
• Use data to identify trends, risks, and opportunities for improvement.
• Support the VP Operations and Head of Customer Success in defining and executing the overall customer support strategy.
• Drive initiatives that scale customer operations, including automation, AI, and self-serve solutions.

Ideally You

• Proven experience in managing customer support operations (preferably in fintech or other fast-paced industries).
• Experience managing frontline support teams.
• Strong understanding of support metrics, SLAs, and customer satisfaction drivers.
• Excellent leadership skills with a track record of coaching and developing managers/leads.
• Strong analytical skills with the ability to turn data into actionable insights.
• Excellent communication skills and be able to influence stakeholders and advocate for customers.
• Experience working with CRM tools like Intercom, Zendesk or similar.

Plum's Perks

• Own part of the company you're helping grow through stock options
• Private health insurance
• Annual training budget
• Plum Premium for free
• Competitive referral scheme
• Flexible approach to remote working: we encourage at least 2 days a week in one of our beautiful offices in London, Athens or Cyprus
• Team breakfasts and team lunches
• 25 days holiday + bank holidays
• 45 work-from-anywhere days to give you flexibility to work your way
• 2 weeks sabbatical after 4 years to take the break you deserve
• Enhanced parental leave
• 1 paid volunteering day annually
• Annual team trip to a surprise destination
• A fun, inclusive company culture (think )

If you think this sounds like you, don't hesitate to get in touch

Thanks,

Plum Τeam

* Plum is an Equal Opportunity Employer. Plum does not discriminate on the basis of age, race, religion, sex, gender identity, sexual orientation, non-disqualifying physical or mental disability, national origin or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit and business need.