US Night Operations Leader - Customer Success

Story Terrace Inc.; Belfast City District; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Private Medical Insurance

Stock options

Device lease for employees

L&D budget

Job summary

Raylo is seeking an Operations Manager to lead the US Customer Success team from Belfast, covering night operations (1pm–5am) on a rotating basis. You will coach Associates and Senior Associates, drive performance, and ensure exceptional customer experience while scaling the operation for new markets.

Based in Belfast, you’ll partner with Head of Customer Success, tying strategy to frontline execution and solving complex escalations with data-driven insights.

Qualifications

• 3-5 years direct team management experience.
• Clear, confident communication with stakeholders.
• Strong problem solving and decision making.
• Performance management using data and KPIs.
• Experience with customer service platforms like Intercom.
• Adaptability in a fast-paced environment with AI use.

Responsibilities

• Lead and coach the team day-to-day.
• Manage performance and priorities using data.
• Own day-to-day operational challenges.
• Stay hands-on and support escalations.
• Continuously improve processes and ways of working.
• Use data and AI tools to build dashboards and insights.

Skills

People leadership

Communication

Problem solving

Performance management

AI experience

Tools

Intercom

Google Sheets/Excel

BI tools

Job description

Raylo is seeking an Operations Manager to lead the US Customer Success team from Belfast, covering night operations (1pm–5am) on a rotating basis. You will coach Associates and Senior Associates, drive performance, and ensure exceptional customer experience while scaling the operation for new markets.

Based in Belfast, you’ll partner with Head of Customer Success, tying strategy to frontline execution and solving complex escalations with data-driven insights.