Customer Operations Leader — Onboarding & Support

TiPJAR; Greater London; Hybrid; GBP 44,000 - 64,000; Full time

Benefits offered by this job

Flexible working options

Work from anywhere for up to 4 weeks a

Salary Sacrifice Pension Scheme

Company socials

A workplace where your ideas matter

Job summary

TiPJAR is looking for an operations-focused professional to lead onboarding, service delivery and continuous improvement across customer success, support and internal operations. You will coordinate cross‑functional teams, implement scalable processes, and ensure high‑quality customer outcomes in a fast‑moving SaaS environment.

You will help drive data-informed improvements, document processes, and mentor peers while supporting AI‑assisted workflows to enhance efficiency and service levels.

Responsibilities

• 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 clear configuration and implementation actions.
• Support data collection, testing and validation.
• Improve onboarding processes, documentation and tooling to make delivery faster and more scalable.
• Ensure key onboarding knowledge is captured and handed over effectively.
• Help ensure customer queries are handled accurately, efficiently and to a high standard.
• Provide guidance, coaching and escalation support to the team.
• Monitor support performance, workloads and service levels.
• Identify recurring issues, training gaps and opportunities to improve the customer experience.
• Reduce support demand through better processes, self‑service and product improvements.
• Act as an operational escalation point for Support, Customer Success and Operations.
• Investigate complex customer, data, configuration and operational issues.
• Help identify root cause and provide clear guidance back to internal teams.
• Improve escalation processes, documentation and shared knowledge.
• Build internal capability so more issues can be resolved independently.
• Feed recurring issues and customer themes back into Product and Engineering.
• Use AI and automation to improve the speed, quality and scalability of operational work.
• Help drive adoption of AI‑assisted workflows across onboarding, support and internal operations.
• Experiment with new tools and approaches, measuring what genuinely improves outcomes.
• Help embed practical, responsible use of AI across the Operations function.

Job description

TiPJAR is looking for an operations-focused professional to lead onboarding, service delivery and continuous improvement across customer success, support and internal operations. You will coordinate cross‑functional teams, implement scalable processes, and ensure high‑quality customer outcomes in a fast‑moving SaaS environment.

You will help drive data-informed improvements, document processes, and mentor peers while supporting AI‑assisted workflows to enhance efficiency and service levels.