Senior Customer Operations Manager

BlogFind ChildcareBook a call« Back to all rolesSenior Customer Operations ManagerLocation: UK based , hybrid with travel to our Central London office at least 1 day per weekAbout tineytiney is England's largest Ofsted-regulated Childminder Agency (CMA). We recruit, train, register, and support home-based childminders, and take on ongoing regulatory responsibility for the quality and safeguarding of every childminding setting in our network.We currently work with over 1,100 tiney-registered childminders across England, supporting more than 10,000 families with high-quality, flexible childcare.In 2024, we were named one of the UK & Ireland’s 100 fastest-growing startups, and shortlisted for the Global EdTech Prize.At tiney, we’re building a better childcare system. We help passionate, talented people open their own childminding businesses from home — giving families more access to high-quality, affordable care.Central to tiney’s experience is our app, which childminders use to run their business — from education tools and payments to messaging and family communication.Founded in 2018 by a team from Teach First and graze.com, we’ve raised £20m from top European VCs, and are already one of the UK’s top 5 childcare providers by childcare placesAbout the roleAs Senior Customer Operations Manager you will own our Customer Support function and, with it, the standard of customer support across tiney.This is a team of around 20 people mostly based in the Philippines supporting both childminders and families.Support at tineyOur customers are business owners, and the support they get is a key reason they choose us and stay with us. Support here also extends beyond the typical remit, the team handles complex cases like payment processing and collections where getting it right directly affects our customers' income. Your job is to set the bar high and hold it: how fast we reply, how fully we resolve, and how people feel after every interaction.Support is being reshaped by AI fast, and this role will be reshaped with it. We're looking for someone who'll keep rebuilding it as the tools get better, and who sees their own role changing and evolving as a positive.What you will doSet the bar for what great support looks like and how to measure excellence, and hold the whole team to itMake our automation genuinely brilliant, so Fin resolves more of the routine and your people take the conversations that matterKeep redesigning how support works to drive up quality and speed of support, based on KPI and customer insights.Innovate in how we leverage tooling and technology to improve customer experience and team efficiency and effectivenessTurn support into more than fixing problems: proactive help that enables childminders earn more and families get more from tineyWhat success looks like:Customers tell us our support is a reason to stayFin resolves more every quarter, fully and well, freeing your people for the conversations that matterYour team is getting better all the time, and takes real pride in being the bestAbout you4+ years experience working in customer support or customer experience1+ year of experience leading and developing people managersYou hold yourself and your team to exceptionally high standards, and you have raised the bar on customer experience, resulting in visible improvements in key metrics (NPS, churn)You have strong data skills and can run your own analysis, comfortable owning KPIs and making data backed decisions quickly You are confident using AI, and have used it in a role previously to improve processes and productivityYou care about customers and about your team, and you can balance the needs of bothYou communicate clearly and lead calmly across different time zonesNice to haveExperience with Intercom and Fin specificallyExperience leading a remote or internationally distributed support teamA background in a regulated, app-based or two-sided marketplace business📍 Location: Hybrid (UK-based), WFH with 1-2 days per week...