Operations Associate

Story Terrace Inc.; Belfast; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A tech-driven company in Belfast is seeking proactive Operations Associates to enhance customer success operations. This role is integral to delivering excellent customer experiences and improving key operational processes. Ideal candidates should have strong problem-solving skills and a data-driven mindset. Join a dynamic team and enjoy benefits like hybrid working, stock options, and a generous leave policy.

Benefits

Stock options

Exclusive device lease

33 days off, your way

L&D budget

Enhanced family policies

Perkbox membership

Quarterly socials

Qualifications

• Effective handling of diverse and complex customer problems.
• Curiosity to improve customer experience through data.
• Ability to work in a fast-paced, hands-on environment.

Responsibilities

• Act as the first point of contact for new and existing customers.
• Develop, improve, and implement operational processes.
• Work with stakeholders to uncover challenges and solutions.

Skills

Time management

Problem-solving

Communication

Empathy

Data-driven decision making

Job description

Why We Exist

At Raylo, we’re on a mission to accelerate the move to a circular economy. The only way customers and manufacturers will make that shift is if it’s simple and cost-effective - this is where we come in. We’re building a category-defining global subscription infrastructure, making premium tech accessible and affordable for both consumers and businesses. With over 180,000 subscribers in the UK and growth accelerating - we’ve proven the demand for a smarter, more sustainable way to access technology.

Raylo is a fast-growing and profitable company, backed by global investors including Macquarie, NatWest, and Channel 4 Ventures.

We are proud to have been selected for Endeavor’s network in 2024, underscoring our role as a high-impact, mission-driven business with global ambitions. And in 2025 we were recognised as part of Tech Nation’s UK’s Future Fifty programme.

We have been B‑Corp certified since 2021 and were recently acknowledged by S&P Global for the positive impact of our circular business model via a Green Financing with NatWest.

At Raylo, performance matters. We set ambitious goals, move fast, and hold ourselves to a high standard, because our mission is too important to settle for less.

Our Core Values

💡 Be deeply curious – We thrive on innovation through diverse approaches, views, and people.

👟 Walk in your customer’s shoes – To build the best products and make the best decisions for the long term, we must figure out what our customers need, not just what they want.

Focus and execute – We have a big vision, but we believe in nailing the most important problems first.

💥 Be gritty – Only gritty teams succeed. Our individual ownership, passion, and perseverance mean we’re a team through thick and thin.

What to Expect

As the first point of contact to our new and existing customers, the Customer Success team are key to ensuring we offer quick updates, resolutions to issues, and assist customers in the best possible way. The result - we’ve held a 4.5 rating on Trustpilot and are the number one choice for consumer tech. We have four key areas that span the full ops life‑cycle at Raylo: Customer Success, Collections, Credit Risk and Fulfilment & Logistics.

We’re looking for proactive Operations Associates to become experts within the Customer Success function. You will join a team that has encouraged great customer care through continuous improvement of the tools we use and the processes we put in place. You will be motivated, a keen problem solver and always maintain attention to detail whilst delivering an awesome customer experience. You’ll be looking at each of the processes you perform daily as a whole and use your experience to see how these could be improved, using data in everything you do.

Once established within your function, you will continue to grow your skill base. You will be key in developing, improving and implementing key operational processes. You will also work with internal and external stakeholders to uncover challenges and work together on solutions. In the longer term, we want to nurture our staff and build careers through a development path that will include new roles and responsibilities.

**Hybrid working in Operations at Raylo - this means we are in the office 4 days per week, with flexibility to work from home 1 day per week, following the probation period**

You’ll Succeed With

• Handling effectively a range of diverse and complex customer problems through time management, organisation and problem-solving skills. You are a superb communicator and hold a strong level of empathy. You have a people-focused mindset, with the best interests of our customers at the forefront of everything you do. You thrive in a customer‑centric environment and are passionate about delivering an incredible customer experience.
• Being data‑driven and proactive by using the knowledge gained from industry or university to guide your decisions. You will be curious and always keen to identify opportunities to improve the customer experience. You quickly analyse solutions and make clear and informed recommendations that enhance our customer journey.
• Working in a team setting and understanding the importance of learning from others. You also love working in a hands‑on, fast‑paced environment where everybody is passionate about delivering a smarter customer experience. You are an advocate for our customers by building and maintaining long‑lasting relationships.

We’re not looking for you to meet every point on this job description. Please still get in touch if you think you could add value and do your best work here at Raylo. We'd love to have a chat and see if you could be a great fit.

Opportunities & Benefits

We are continuously improving and listening to our quarterly employee surveys to provide the best opportunities and benefits for our employees.

• Share in Raylo’s success – Stock options for all employees
• Get the latest tech – Exclusive Raylo device lease for employees
• Hybrid working model – that balances flexibility with in‑person collaboration, empowering you to do your best work while staying connected with the team.
• 33 days off, your way – 25 days + 8 bank holidays with full flexibility to use on the days that mean the most to you
• Invest in your growth – L&D budget to support the skills you value
• Fast‑track your career – Two performance reviews a year
• Family‑first policies – Enhanced maternity, paternity, adoption or shared parental leave, if you’ve been with us for 12 months.
• Save big on childcare – Workplace nursery scheme for major cost savings
• Perks on perks – Perkbox membership with discounts & wellbeing benefits
• Good times, guaranteed – Optional quarterly socials, plus summer & Christmas parties.

Hiring Process

What’s next?

Once you submit your application, our Talent Team will contact you if you have been shortlisted for the role.

We set an exceptionally high bar at Raylo, and in return, we will aim to give you the best candidate experience possible.

If there's anything we can do to make your application process easier for you, because of disability, neurodiversity or any other personal reason, please let us know.

Diversity & Inclusion at Raylo

At Raylo, we celebrate diversity and are committed to creating an inclusive workplace where everyone can thrive. We welcome people of all backgrounds, experiences, and perspectives, believing they make us stronger.