Strategic CS Ops & Automation Lead

Madfish; Remote; GBP 60,000 - 80,000; Full time

Job summary

A leading e-commerce company is hiring a Customer Success & Automation Lead to drive operational excellence within their rapidly scaling CS team. In this role, you will design and implement automated workflows, manage processes, and lead Customer Success Associates. Candidates should have 2-3 years of relevant experience and expertise in AI automation tools. This is an opportunity to shape the future of customer success practices while working in a dynamic environment that emphasizes performance-based growth.

Benefits

Competitive salary with performance-based reviews

Generous Time Off

Comprehensive training programs

Qualifications

• Minimum 2–3 years in Customer Success Operations or similar roles.
• Demonstrated experience building automations using tools.
• Proven record of optimization and documentation in a fast-paced environment.

Responsibilities

• Audit existing workflows and identify opportunities for automation.
• Build processes using Airtable, Make, and HubSpot to streamline operations.
• Collaborate with Product Development and other teams to maintain workflows.

Skills

Building structured processes

Leveraging AI/automation tools

Coaching junior team members

Communication clarity

Problem solving

Education

Customer Success Operations or similar workflow-heavy roles experience

Tools

Airtable

Make

Zapier

HubSpot workflows

Job description

A leading e-commerce company is hiring a Customer Success & Automation Lead to drive operational excellence within their rapidly scaling CS team. In this role, you will design and implement automated workflows, manage processes, and lead Customer Success Associates. Candidates should have 2-3 years of relevant experience and expertise in AI automation tools. This is an opportunity to shape the future of customer success practices while working in a dynamic environment that emphasizes performance-based growth.