Operations & Service Lead Head Office & Support London

Operations & Service Lead
West London/Hyrbid
£30,000 + Equity-Based Bonus Scheme
Start Date: Autumn 2025

The Opportunity

We're working with an exciting, fast-growing wellness brand that's redefining how people experience movement at home. They're not just building a product - they're building a community and a platform for connection, creativity, and feel-good living. With a growing presence and big ambitions, they're looking for an Operations & Service Lead to play a pivotal role in shaping customer and team experiences.

This is a dynamic position where you'll combine operational efficiency with a people-first approach. You'll manage customer service across multiple channels, optimise service systems, oversee a London showroom, liaise with delivery partners, and keep leadership and team operations running smoothly.

Key Responsibilities

• Manage all customer enquiries across email, WhatsApp, chatbot, and phone with a fast, friendly, solution-first approach

• Build and optimise the customer service platform (Zendesk) including workflows, automations, knowledge base, and reporting

• Oversee service performance, driving improvements in speed, quality, and satisfaction

• Act as the escalation point for complex or sensitive cases

• Manage the London showroom, hosting clients, partners, and press while ensuring brand standards

• Coordinate with logistics partners to guarantee smooth order fulfilment, tracking, and communication

• Maintain stock visibility and implement clear, scalable operational processes

• Support directors with scheduling, travel, meetings, and internal organisation tools (Slack, Notion, Google Workspace)

• Act as the central organiser for cross-team projects, ensuring deadlines and priorities are met

What We're Looking For

• 3+ years' experience in customer service, operations, or logistics (e-commerce or consumer products preferred)

• Proven experience building or managing a customer service platform (Zendesk or similar)

• Highly organised, proactive, and adaptable in a fast-paced environment

• Strong written and verbal communication with a professional, approachable style

• Tech-savvy and confident using tools such as Shopify, Slack, Notion, and Google Workspace

• Problem-solver who enjoys improving processes and creating solutions

• Comfortable hosting clients and partners in a professional showroom setting

• UK-based, with regular access to London

What's on Offer

• £30,000 salary + equity-based bonus scheme

• Complimentary wellness product

• Vitality Health Insurance (with wellness perks)

• BUPA Dental Scheme

• Gym membership contribution

• Cycle to Work Scheme

• Local and international travel opportunities

• Flexible hybrid working (London showroom base with home-working flexibility)

• A chance to take ownership of customer and operational experiences in a growing wellness brand

• Direct involvement with the founding team and opportunity to make a real impact