Customer Success Team & Operations Lead

Open; London; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

An insurtech company Open is seeking a Customer Success Team & Operations Lead to guide its UK support team. This hybrid role involves frontline leadership and operational oversight, with opportunities for development in a high-growth environment. Candidates should have strong experience in customer success and team management.

Benefits

Competitive salary

Employee share options

Professional development allowance

Flexible working culture

Clear growth pathways

Qualifications

• Experience in customer success, customer support, or CX operations.
• Prior team leadership experience, preferably in a scaling business.
• Confident managing systems and reporting.

Responsibilities

• Lead and support the UK-based Customer Success team.
• Manage team workflows, escalations, and tool optimization.
• Analyse performance and drive improvements.

Skills

Customer Success

Leadership

Technical skills

Analytical skills

Problem solving

Tools

Intercom

Guru

Job description

About Open

Open 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 do

We'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 us

Open 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 here!