Customer Operations Specialist

Lyst; Greater London; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Clothing allowance

Private Healthcare

Training allowance

Pension scheme

Eye tests and glasses

Cycle-to-Work scheme

29 days holiday plus bank holidays

Job summary

Lyst is a London-based fashion shopping platform seeking a Customer Ops Specialist to own the systems, workflows, automation and reporting that scale customer care to meet business needs.

You will identify recurring issues, build scalable AI-driven solutions, and collaborate with stakeholders to improve product insights and ticket handling. This is a hybrid role with in-office days and remote options.

Qualifications

• Hands-on experience with helpdesk platforms (Zendesk, Intercom, Dixa) and workflow automation.

Responsibilities

• Own the systems, workflows, automation and reporting to scale customer care.
• Implement AI workflows that autonomously handle high-volume, repetitive inbound queries (refunds, order status, returns, payment issues).
• Tune AI deflection thresholds and routing to balance automation with quality.
• Automate recurring manual tasks (GDPR deletions, chargebacks, moderation flags, product data fixes).
• Build API connectors and audit workflows to catch edge cases without human review loops.

Job description

Lyst is a global fashion shopping platform founded in London in 2010 and catering to over 160M shoppers per year. We offer our customers the largest assortment of premium and luxury fashion products in one place, curating pieces from 27,000 of the world's leading brands and stores. In 2025, Lyst joined Zozo, operators of Zozotown, the leading fashion e-commerce platform in Japan. This partnership marks a bold new era for Lyst, as we accelerate our vision and work together to transform the future of fashion shopping through AI and technology. At Lyst, we obsess over the customer, providing a search and discovery experience which offers inspiration, fulfilment, and personalisation. We believe that fashion is amazing but shopping for fashion often isn't, and we use our technology, data and creativity to bring more joy, greater choice and fewer fails. Our mission is to help fashion shoppers make better decisions and help fashion partners find better audiences as the category-leading destination for every fashion shopper.

The Role

This role sits at the intersection of Customer Operations, with a key part in tech and data. The Customer Ops Specialist will own the systems, workflows, automation and reporting that enable us to scale customer care efficiently with the business needs. They will identify recurring customer and operational problems, use data to understand their root causes, and work with the right stakeholders to build scalable solutions.

Responsibilities

• Customer support – Confident with handling customer queries and requests when needed
• Implement AI workflows that autonomously handle high-volume, repetitive inbound (refunds, order status, returns, payment issues)
• Tune AI deflection thresholds, fallback routing, and handoff criteria to balance automation with quality
• Backend automation – Automate recurring manual tasks that currently live in task-audit backlogs (GDPR deletions, chargebacks, moderation flags, product data fixes)
• Build API connectors and audit workflows to catch and elevate edge cases without human review loops
• Document automation assumptions and thresholds; measure deflection lift and accuracy
• Own the customer ops analytics: ticket taxonomy, omnichannel volume tracking, and live reporting (what customers actually complain about, not just ticket counts)
• Build operational dashboards that surface friction drivers in real time (e.g., spike in payment failures, shipping delays)
• Help feed business insights back to Product teams…this person owns the "why" behind ticket volume, not just "what" volume is
• Maintain data quality and audit trails for compliance (GDPR, chargeback disputes, refund accuracy)
• Sharing feedback and insights to stakeholders within forums
• Hands‑on experience with helpdesk platforms (Zendesk, Intercom, Dixa, etc.) and have used workflow automation, routing, and AI/ML features in production
• Clear analytical mindset: can identify root causes from messy ticket data and propose systems solutions (not just process fixes)
• Nice‑to‑have: Exposure to AI in customer support (chatbots, deflection, intent classification)
• Experience in fast-growth e‑commerce operations
• Migration experience (moving helpdesk platforms or CRM systems)
• Chargeback experience
• Experience with similar companies like Lyst (marketplace)

Our Ways of Working

We all come into the office on Tuesdays and Thursdays , with the option to work remotely or come into the office on the other days. We believe that in person collaboration and community spirit is super important, which is why we spend some of our time in the office and some of our time at home.

Time Off

In addition to the 8 statutory bank holidays, you will receive 29 holidays per year. Lyst's holiday year runs from 1 April to 31 March.

Competitive Family Leave Package

This includes Enhanced Family Leave for those eligible, paid Time off for Dependents and Support for Fertility Treatment & Loss.

Clothing Benefit

We want you to enjoy using the Lyst app and site as much as our customers, so we provide you with a clothing allowance to use on Lyst every year. This starts at £250 when you join and increases up to £1,000 with your length of service.

Private Healthcare

Our healthcare provider is Vitality. Your health is important to us which is why we offer all employees a comprehensive healthcare scheme from the day you start.

Training Allowance

We're big on continuous learning and growth, so all employees are currently entitled to an annual training allowance of £1,000. This can be used to attend conferences, industry events, training courses and to purchase resources.

Pension Scheme

Our pension provider is The People's Pension. We offer a minimum employee contribution of 5% and 3% employer contribution.

Eye Tests and Vouchers

Employees can make a saving on their eye test and glasses through our chosen provider. You'll receive a free eye test every year and a discount towards glasses.

Cycle-to-Work Scheme

Lyst will purchase a bicycle from your chosen