Customer Operations Manager Jobs

Customer Operations Manager

Legl

Location:
United Kingdom , London

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

We’re recruiting a Customer Operations Manager to drive operational excellence across Legl’s customer lifecycle. This role sits at the heart of delivery, implementation, support, and customer communications - ensuring our firms experience a seamless, reliable, high-value journey with Legl. Customer Operations at Legl is responsible for three key areas; (1) customer launch & implementation, (2) support, and (3) customer enablement. In this role, you’d be deeply embedded across our systems, customer processes and communications that underpin the full customer lifecycle. You will collaborate across the company; from Customer Success, to Product and Engineering, to remove friction, manage escalations, and drive customer satisfaction at scale. This is a high-impact, hands-on role for someone who thrives in a cross-functional, fast-paced, continuous improvement environment.

Job Responsibility:

Launch & implementation: owning the operational execution of customer onboarding and launch, accurately scoping customer problems and project managing the go-live delivery, and tracking / reporting on key milestones
2nd line support: act as the escalation point for complex, urgent, or multi-threaded support issues, coordinating responses and driving root-causes analysis to feedback internally
Customer enablement: one:many customer communications, ensuring ongoing adoption, developing clear customer messaging that drives value, confidence and engagement

Requirements:

Proven track record running smooth onboarding/implementations, hitting timelines and keeping stakeholders aligned
Comfortable owning high-urgency issues, coordinating multiple teams, and communicating clearly under pressure
Excellent written and verbal communicator
Experience leading cross-functional process changes and embedding them with measurable impact
Confident using KPIs, SLAs, and customer/operational metrics to prioritise, diagnose issues, and show outcomes
Fluent with CRM/support/success tools (e.g. HubSpot, Salesforce, Zendesk, Gainsight) and comfortable optimising workflows and automation
Strong partner to Customer Success, Support, Product, and Engineering
able to influence without direct authority

What we offer:

£250 per year wellbeing budget to spend on anything which contributes to you being your best self
Access to support sessions with a professional therapist
£1,000 per year L&D budget to prioritise your continued development
We love to get together regularly: from Hackathons to Summer & Winter Parties
An opportunity to join a well-funded, highly ambitious post-Series B startup
Everyone at Legl receives a competitive salary & share options

Additional Information:

Job Posted:
December 09, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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