Operations & Customer Success Specialist

Softcery; United Kingdom; Remote; GBP 30,000 - 50,000; Full time

Benefits offered by this job

Supportive ramp-up

Growth opportunities

Direct leadership access

Flexible remote schedule

Job summary

Softcery is hiring an Operations & Customer Success Specialist (B2B TravelTech, UK). You will guide the client operations workflow from the demo phase through onboarding and ongoing care, maintaining accurate CRM records and supporting sales outreach.

Ideal candidates have a resourceful mindset, strong English, and a disciplined, detail‑oriented approach. The role is remote with UK business hours and room for growth within the company.

Qualifications

• Resourceful and inquisitive mindset; explore docs and AI tools to find answers.
• Attention to detail; verify facts before sending to clients.
• Excellent written and spoken English; comfortable with UK directors and accents.
• Comfort with numbers and contract paperwork; meticulous with compliance.
• Organised and able to manage multiple tasks with deadlines.

Responsibilities

• Connect with clients before a demo and follow up after; schedule and prep materials.
• Set up new company accounts and onboard users on the platform.
• Coordinate migration for existing customers; confirm switch dates and verify data.
• Support sales and marketing: research prospects, draft LinkedIn/email messages, help with materials, posts on ATOL topics.
• Keep CRM records accurate and share weekly updates on demos, agreements, and live accounts.

Skills

Resourceful mindset

Attention to detail

Strong English

Organised

Numbers comfortable

UK business hours

Job description

Operations & Customer Success Specialist

Operations & Customer Success Specialist - B2B TravelTech (UK)

About the Product

A UK B2B SaaS platform that helps travel agencies and tour operators automate regulatory compliance (ATOL/CAA). The platform handles certificate issuance, licence limit tracking, regulatory return preparation, and API integrations with clients' booking systems. It is fully live with paying customers in a defined UK market of ~1,700 licence holders.

Who We Are Looking For

AnOperations & Customer Success Specialist to guide the entire client operations workflow - from assisting with scheduling the first demo call to ensuring smooth onboarding and ongoing customer care.

You will:

Connect with clients before a demo (confirming meeting times and sending prep materials), then follow up after the call, answer questions, and assist with getting agreements signed.

Set up new company accounts and help users get comfortably up and running on the platform.

Coordinate migration for existing customers: agree on convenient switch dates, collaborate with developers, and verify data accuracy.

Support sales and marketing initiatives: research prospective clients, draft LinkedIn and email messages, help with sales materials, and write short LinkedIn posts on ATOL topics.

Keep CRM records accurate and share weekly updates on demos, signed agreements, and live accounts.

Must Have

Resourceful and inquisitive mindset. We provide access, documentation, and context, encouraging you to explore docs, the product, or AI tools to find answers before escalating questions.

Attention to detail. You verify facts and information before sending them to clients.

Strong English (written and spoken). Clear and professional written email skills, confidence on calls with UK company directors, and ease with understanding British accents. Native status is not required.

Comfort with details and numbers - thoughtful approach to compliance rules and contract paperwork.

Organised. Ability to manage multiple small tasks concurrently, tracking next steps and meeting deadlines.

Aligned with UK business hours. Working schedule aligned with the London business day (~11:00-19:00 Kyiv time).

Nice to Have

1.5+ years of experience in B2B Customer Success, Account Management, SaaS Onboarding, or Sales Operations.

Experience supporting B2B sales or marketing: prospect research, outreach support, and LinkedIn content creation.

Experience working with UK clients or within TravelTech / FinTech / RegTech / other regulated fields.

General understanding of tech concepts (e.g., what an API is and how to clearly communicate issues to developers).

What We Offer

A supportive ramp-up period - your first weeks are dedicated to learning ATOL rules and the product at your own pace, sitting in on calls to get a feel for how we interact with clients.

Clear opportunities for growth - over time (~after 3 months), you will begin running demos, leading onboarding sessions, and exploring outreach to new prospective clients.

Direct and open collaboration with company leadership with zero bureaucracy.

Flexible remote work schedule aligned with UK business hours.