Open
Job title:
Customer Success Team & Operations Lead
Company
Open
Job description
About OpenOpen is an insurtech on a mission to deliver the best insurance experiences for the world.
Founded in Australia, we’ve expanded globally and are now growing rapidly in the UK – partnering with some of the country’s leading consumer brands. And we’re just getting started.
We’re proud to be a certified B Corporate, using business as a force for good. Our AI-powered platform makes insurance more transparent, affordable, and customer-friendly – and we’re building a global team that’s curious, kind and driven by impact.What you’ll doWe’re hiring a Customer Success Team & Operations Lead (UK) to guide our growing UK support team while owning key operational tools and processes.
This is a hybrid role blending frontline leadership with operations, reporting and continuous improvement. You’ll ensure smooth day-to-day delivery, coach and support a small but mighty team, and work closely with Product, Engineering and our AU Ops Lead to drive efficiency and a standout customer experience. You’ll report directly to our Head of Customer Success.Key responsibilities include:
- Lead, coach and support a UK-based Customer Success team
- Manage team schedules, workflows and escalations
- Optimise support tooling (e.g. Intercom), automation, and documentation
- Analyse team performance, share insights, and drive improvements
- Liaise with cross-functional teams to support tool rollouts and process changes
- Support quality assurance, compliance, and knowledge sharing
Location & Working hours:
- UK-based remote role with optional access to our London hub
- Monday to Friday, full-time
- Applicants must be based in the UK
Start Date:We’re aiming for an early July 2025 start – and ready to move quickly for the right candidate.Why join Open?You’ll be stepping into a high-impact leadership role in a high-growth company. It’s a unique opportunity to build and lead a local team with the support of a global insurtech brand behind you.What we’re looking for:
- Experience in customer success, customer support or CX operations
- Prior team leadership experience (bonus if an early-stage or scaling business)
- Strong Biz-Ops style problem solving and technical/analytical skills
- Confident managing systems and reporting – and using data to drive decisions
- Experience with Intercom, Guru or similar tools is a plus
- Calm under pressure, flexible across time zones, and proactive by nature
Here’s what to expect:
- Competitive salary and access to our employee share scheme
- A flexible, high-trust culture that supports you to do your best work
- Clear growth pathways and career development opportunities
- Annual professional development allowance (e.g. courses, coaching, fitness)
- Employee share options
More about usOpen is an AI-powered platform transforming insurance globally – making it more transparent, cost-effective and customer friendly. Since launching in 2016, we’ve grown into a certified B Corporation, using business as a force for good.We’re proud of our open, collaborative and high-performing culture – and we’re looking for people who are curious, kind and driven by impact.We believe in diversity, inclusion and building a team that reflects the communities we serve. If you don’t tick every box but feel excited by the role – we encourage you to apply.Find out more about us
Expected salary
Location
London
Job date
Sun, 08 Jun 2025 22:15:55 GMT
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