Onboarding & Operations Lead, AI-Driven Customer Success

Jobtailor; Greater London; On-site; GBP 40,000 - 56,000; Full time

Job summary

Jobtailor is seeking a Customer Onboarding & Operations Specialist to support onboarding, implementation and ongoing customer success for TiPJAR customers. You will coordinate onboarding across CS, Operations, Product and Technical teams, translate requirements into actionable configurations, and help improve processes, documentation and tooling.

You will monitor support performance, assist with data collection and testing, investigate complex issues, and drive automation to scale onboarding and

Qualifications

• Experience in customer support, customer operations, onboarding, implementation, service delivery, operations or a similar role.
• Experience supporting, supervising or leading others in a customer-facing or operational environment.
• Strong customer service and relationship-building skills.
• Excellent organisational and coordination skills.
• Strong analytical and problem-solving abilities.
• Ability to investigate issues and work through problems methodically.
• Experience working with software platforms and business systems.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail and personal ownership.
• Ability to work cross-functionally with different teams.
• Experience in customer onboarding, implementation or project coordination is desirable.
• Experience creating documentation, process guides or knowledge-base content is desirable.
• Experience with customer support platforms such as HubSpot, Zendesk, Freshdesk or Intercom is desirable.
• Experience investigating or triaging technical support issues is desirable.
• Exposure to APIs, integrations, CSV files or data imports is desirable.
• Experience with automation tools and workflow platforms is desirable.
• Understanding of operational reporting and performance metrics is desirable.
• Exposure to hospitality operations, payroll, tronc or workforce management environments is desirable.
• Must demonstrate legal right to work in the UK
• Subject to pre-employment checks, including a DBS check and employment references

Responsibilities

• Support onboarding and implementation of TiPJAR customers.
• Coordinate onboarding activity across Customer Success, Operations, Product and Technical teams.
• Translate customer requirements into configuration and implementation actions.
• Support data collection, testing and validation.
• Improve onboarding processes, documentation and tooling.
• Support day-to-day operation and development of TiPJAR’s Customer Support function.
• Monitor support performance, workloads and service levels.
• Provide guidance, coaching and escalation support to the team.
• Investigate complex customer, data, configuration and operational issues.
• Identify root causes and provide guidance to internal teams.
• Improve escalation processes, documentation and shared knowledge.
• Feed recurring issues and customer themes back into Product and Engineering.
• Use AI and automation to improve operational work.
• Drive adoption of AI-assisted workflows across onboarding, support and internal operations.
• Support the weekly cycle of tip splits.
• Analyse operational performance and identify scalable, efficient improvements.

Skills

Customer onboarding

Implementation

Data analysis

Documentation creation

Automation tools

Operational reporting

APIs

Cross-functional collaboration

HubSpot

Zendesk

Freshdesk

Intercom

Tools

HubSpot

Zendesk

Freshdesk

Intercom

Job description

Jobtailor is seeking a Customer Onboarding & Operations Specialist to support onboarding, implementation and ongoing customer success for TiPJAR customers. You will coordinate onboarding across CS, Operations, Product and Technical teams, translate requirements into actionable configurations, and help improve processes, documentation and tooling.

You will monitor support performance, assist with data collection and testing, investigate complex issues, and drive automation to scale onboarding and