Customer Operations Manager

Legl; City Of London; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

A fast-growing regtech platform in the UK is seeking a Customer Operations Manager to enhance operational excellence across the customer lifecycle. In this hands-on role, you will manage customer onboarding, support issues, and communications, ensuring a seamless and high-value experience. The ideal candidate thrives in fast-paced environments and possesses strong cross-functional collaboration skills. The company offers competitive salary, wellbeing budgets, and inclusive work culture.

Benefits

Competitive salary & share options

£250 per year wellbeing budget

Access to support sessions with a professional therapist

£1,000 per year L&D budget

Hackathons and seasonal parties

Opportunity to join a well-funded startup

Qualifications

• You’re confident taking firms from kick-off to go-live with clarity, pace, and a focus on value-based outcomes.
• Able to influence without direct authority.
• Experience in customer communications, drafting empathetic updates.

Responsibilities

• Owning the operational execution of customer onboarding and launch.
• Act as the escalation point for complex support issues.
• Ensuring ongoing adoption through clear customer messaging.

Skills

Proven track record running smooth onboarding/implementations

Comfortable owning high-urgency issues

Excellent written and verbal communicator

Experience leading cross-functional process changes

Confident using KPIs, SLAs, and metrics

Fluent with CRM/support/success tools

Strong partner to Customer Success, Support, Product, and Engineering

Tools

HubSpot

Salesforce

Zendesk

Gainsight

Job description

Legl is a fast‑growing, B2B regtech/fintech platform with a mission to bring the legal industry into the 21st century. We’re backed by some of the best venture investors in Europe (Series B) and we are scaling quickly on our next phase of growth.

Our mission is to make legal services work better for law firms and their clients. Since launching just over 4 years ago, we’re proud to partner with over 450 law firms, including 40 of the UK’s top 200, and some of their regulated clients as well.

The Legl team is agile, ambitious, and collaborative. We’re not an environment that suits everyone - we thrive on breaking down problems to their essence, understanding the customer, making decisions quickly, and the mindset that every day matters. For the right individuals, this is an opportunity to thrive, be rewarded, and work on exciting, impactful projects alongside talented, like‑minded people, while learning and developing at a fast pace.

The Role

We’re recruiting a Customer Operations Manager to drive operational excellence across Legl’s customer lifecycle. This role sits at the heart of delivery, implementation, support, and customer communications - ensuring our firms experience a seamless, reliable, high‑value journey with Legl.

Customer Operations at Legl is responsible for three key areas; (1) customer launch & implementation, (2) support, and (3) customer enablement. In this role, you’d be deeply embedded across our systems, customer processes and communications that underpin the full customer lifecycle. You will collaborate across the company; from Customer Success, to Product and Engineering, to remove friction, manage escalations, and drive customer satisfaction at scale.

This is a high‑impact, hands‑on role for someone who thrives in a cross‑functional, fast‑paced, continuous improvement environment.

You will be responsible for:

• Launch & implementation: owning the operational execution of customer onboarding and launch, accurately scoping customer problems and project managing the go‑live delivery, and tracking / reporting on key milestones.
• 2nd line support: act as the escalation point for complex, urgent, or multi‑threaded support issues, coordinating responses and driving root‑causes analysis to feedback internally.
• Customer enablement: one:many customer communications, ensuring ongoing adoption, developing clear customer messaging that drives value, confidence and engagement.

About You:

• Launch & implementation: Proven track record running smooth onboarding/implementations, hitting timelines and keeping stakeholders aligned. You’re confident taking firms from kick‑off to go‑live with clarity, pace, and a focus on value‑based outcomes.
• Escalations: Comfortable owning high‑urgency issues, coordinating multiple teams, and communicating clearly under pressure.
• Customer communication: Excellent written and verbal communicator; can draft clear, empathetic customer updates for incidents, changes, and releases.
• Change & improvement: Experience leading cross‑functional process changes and embedding them with measurable impact.
• Data‑driven: Confident using KPIs, SLAs, and customer/operational metrics to prioritise, diagnose issues, and show outcomes. You’re comfortable challenging assumptions and making decisions grounded in evidence.
• Tooling & systems: Fluent with CRM/support/success tools (e.g. HubSpot, Salesforce, Zendesk, Gainsight) and comfortable optimising workflows and automation.
• Collaboration: Strong partner to Customer Success, Support, Product, and Engineering; able to influence without direct authority.

What’s in it for you

• We all share in Legl’s success. Everyone at Legl receives a competitive salary & share options.
• £250 per year wellbeing budget to spend on anything which contributes to you being your best self
• Access to support sessions with a professional therapist
• £1,000 per year L&D budget to prioritise your continued development.
• We love to get together regularly: from Hackathons to Summer & Winter Parties
• An opportunity to join a well‑funded, highly ambitious post-Series B startup

Diversity

At Legl, we believe that diversity drives innovation and success. We are committed to fostering an inclusive environment where everyone feels empowered to bring their authentic selves to work. By embracing diverse perspectives, backgrounds, and experiences, we strengthen our ability to deliver meaningful solutions. We actively encourage applications from individuals of underrepresented communities and are dedicated to creating a workplace where all voices are heard, valued, and respected.