Senior Customer Operations Lead: Onboarding & Support

TiPJAR®; Greater London; On-site; GBP 45,000 - 85,000; Full time

Benefits offered by this job

Flexible working options

Work from anywhere for up to 4 weeks a

Salary Sacrifice Pension Scheme

Company socials

A values led, supportive team

A workplace where your ideas matter

Job summary

TiPJAR is seeking a hands-on operations professional to lead customer onboarding, service delivery and internal support. You’ll coordinate multi-team onboarding, translate requirements into configurations, and drive scalable processes.

You’ll also strengthen support, handle escalations, and reinforce GDPR/compliance while advancing AI-assisted workflows. You’ll thrive by building structure, improving processes, and guiding teammates across Customer Success, Product and Engineering to deliver

Qualifications

• Experience in customer support operations or onboarding roles.
• Experience leading or supervising in a customer-facing environment.
• Strong customer service, organisation and coordination skills.
• Analytical and problem-solving abilities with attention to detail.
• Experience with software platforms and systems; ability to cross-functionally collaborate.

Responsibilities

• Support onboarding and implementation for new TiPJAR customers across teams.
• Coordinate onboarding activities with Customer Success, Operations, Product and Tech.
• Translate customer requirements into actionable configuration and implementation steps.
• Improve onboarding processes and tooling to scale delivery.
• Support day-to-day Customer Support and ensure high-quality service.
• Act as escalation point for complex issues and drive root-cause analyses.
• Apply operational controls and ensure GDPR/data-security compliance.
• Build internal knowledge and documentation; promote AI-assisted workflows.

Skills

Customer onboarding

Onboarding implementation

Operations management

Service delivery

Customer support leadership

Process improvement

Cross-functional collaboration

Problem solving

Documentation & knowledge sharing

AI-assisted workflows

Job description

TiPJAR is seeking a hands-on operations professional to lead customer onboarding, service delivery and internal support. You’ll coordinate multi-team onboarding, translate requirements into configurations, and drive scalable processes.

You’ll also strengthen support, handle escalations, and reinforce GDPR/compliance while advancing AI-assisted workflows. You’ll thrive by building structure, improving processes, and guiding teammates across Customer Success, Product and Engineering to deliver