UK Operations and Customer Engagement Lead

Unyoked; London; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

Unyoked, an outdoor lifestyle startup, is seeking a UK Operations and Customer Engagement Lead to manage operations and enhance customer experiences. This hybrid role demands emotional intelligence and problem-solving skills, involving a hands-on approach to stakeholder engagement and operations management. Located predominantly in East London, you will work closely with hosts and the offshore team to ensure seamless service delivery while promoting Unyoked's mission of connecting people with nature.

Qualifications

• You have experience in operations, CX, or startup environments (1-5 years).
• You have strong communication skills and are calm under pressure.
• You are London-based and can work in the office 2-3 days a week.

Responsibilities

• Manage UK operations and customer experience with day-to-day engagement.
• Deliver high-quality experiences for guests and hosts.
• Lead communication with hosts and handle urgent issues promptly.

Skills

Emotional intelligence

Problem solving

Stakeholder engagement

Project management

Education

Bachelor's degree

Tools

Asana

Slack

Zendesk

Job description

UK Operations and Customer Engagement Lead

UK Operations and Customer Engagement Lead

Unyoked is an Australian outdoor lifestyle startup that’s created a new category in the travel space: nature, on-demand. Through our unique network of offgrid cabins we enable busy, city-based, people to leave the conventional 9-5 life and adopt a more flexible way of living filled with frequent connection to the outdoors.

Time outdoors can help us de-stress, increase resilience, think better, be more creative and feel closer to others. We created Unyoked to help you access these more regularly and easily, so you can use nature like you do the gym.

The cabins came second; nature was first. Everything we do is to help our people kickstart a nature habit, one built on understanding how- and when- it can help them personally. We feel it when we’re out there, and there are countless studies published, yet for some reason our knowledge of how the outdoors helps our day-to-day has been forgotten. Our mission is to help us all remember that.

By tapping into Unyoked’s network of wilderness locations, all within less than a 3hr drive from the city, we provide our community the ability to access the benefits of nature when they need them most - whether they’re looking to recharge after a stressful week, be creative and get into a state of flow, or to get a needed sense of perspective and find their place in the world.

We’re building something meaningful, that brings like-minded people together and helps embed the outdoors into the fabric of our daily lives, while also aiming to increase our awareness of the environment so that we all live more sustainably and protect it for future generations.

This mission comes across in everything we do from our cabin design and how we select our sites to the blankets and drinks we provide in the cabins, and, critically, how we engage with our community of hosts and guests.

Check out our instagram @unyoked.co to get a taste of what we’re all about.

The Role:

We’re looking for a confident, capable CE/Ops Lead to manage day-to-day UK operations and customer experience. You’ll work across host relationships, customer engagement, and strategic rollouts. This is a hands-on, high-impact role that requires emotional intelligence, initiative, and attention to detail.

This is a hybrid role with 2/3 days in our East London office.

What you'll be doing:

Service & Problem Solving

• Deliver a high-quality experience for both guests and host partners
• Confidently engage with a wide range of stakeholders - from large Estate owners to solo farmers, UK guests to international travellers
• Adopt a solutions-focused mindset to resolve guest and host issues efficiently
• Show strong emotional intelligence and the ability to see situations from others’ perspectives
• Lead day-to-day communication with hosts and cabin managers
• Regular check-ins with hosts to address cabin and guest issues and action resolutions
• Act as the first point of contact during urgent or emergency issues
• Support with onboarding and in-person/remote training for hosts and cabin managers
• Visit sites to confirm cabins are guest-ready and cabin managers are set up for success
• Source, meet, and train replacement cabin managers when needed

Local Team Management

• Supportoffshore team members
• Engage with the offshore team daily to keep things moving
• Work with the global ops and CE managers for scheduling and sick leave
• Oversee host monthly payments (delegated but accountable)
• Act as the main escalation point for the offshore team on host/guest issues (including occasional out-of-hours or weekend calls)

Operations & Issue Management

• Lead weekly operations board checks with the UK team to review:
• Maintenance issues
• Guest reports and complaints
• Inventory needs and cabin damage
• Handle customer escalation calls and make decisions on resolutions
• Support email, SMS, and phone communications with guests during busy periods
• Report on key KPIs such as NPS, cleanliness scores, and guest feedback
• Analyse trends and implement improvements based on insights together with the central team.

Cabin Setups & Deployment

• Coordinate backend preparation for new cabin launches
• Train and onboard hosts and cabin managers (online + in-person)
• Research, hire and train new local cleaners where needed
• Support with internal training for new site processes

Strategic & Project Work

• Collaborate with the Global Head of CE and Global Head of Ops on quarterly projects
• Contribute to global initiatives and improvements
• Get involved in broader UK teamwork: new site launches, awareness initiatives and more

What We’re Looking For

• You have the right to work in the UK
• You’re London-based or nearby, and happy to work from our East London office 2–3 days a week
• You have a bachelor’s degree (or equivalent experience)
• You bring 1–5 years of experience in operations, CX, or startup environments (this is a junior - mid level role)
• You’re calm under pressure and good at making judgment calls
• You’re confident supporting remote/offshore teams
• You’re fluent in English and an excellent communicator
• You’re comfortable working across multiple business management tools and switching between tasks

Bonus Points

• Experience in hospitality, travel.
• Familiarity with Asana, Slack, Zendesk and customer platforms
• A love of the outdoors and belief in what Unyoked stands for

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

• Industries

  Hospitality

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