Customer Success Operations Executive

Who you are

• ✅ A natural problem solver: You break down complex issues into simple, actionable steps
• ✅ A people-first thinker: You know support is about building trust, not just answering questions
• ✅ Tech-savvy: You’re comfortable navigating digital tools and helping others do the same
• ✅ A strong written communicator: You explain things clearly, concisely, and with warmth
• ✅ Resilient & adaptable: You thrive in a fast-moving environment where priorities can shift
• ✅ Detail-oriented: You take pride in accuracy and efficiency, and in a high standard of work
• 🎯 Accuracy: Ability to handle information carefully and accurately, every time
• 📂 Organisation: Ability to stay on top of different software, tabs, and incoming queries
• 🕰️ Time Management: Skill in prioritising large volumes of queries efficiently
• 💻 Technical Proficiency: Ability to adapt to and operate different software systems
• 🧠 High Emotional Intelligence – You’re able to give and receive feedback with honesty and care & understand customer needs to respond thoughtfully
• 📝 Clear Communicator – Strong short-form writing skills are essential for quick, concise messaging
• 🔄 Adaptable – Comfortable switching tones and approaches depending on the audience and working in a dynamic company
• Thrive Under Pressure – You stay focused and effective in a dynamic, fast-paced environment

What the job involves

• 6-month contract, with the potential to extend or convert to a permanent role 🤝
• As a Customer Success Operations Executive, you’ll be at the heart of Zinc’s user experience, making sure every interaction leaves our candidates and partners feeling supported, reassured, and valued. ✨
• This is an operational, task-based role within our Customer Success team. You’ll handle candidate queries via email, proactively reach out to candidates, update our systems, and liaise with partners and third-party providers, all to make sure background checks are completed smoothly and efficiently
• No two days are the same. Some days you’ll work through a mix of different checks, completing actions in the background to support our customers. Other days you’ll be updating systems and proactively reaching out to candidates. At the core of it all? Creating meaningful, delightful experiences that make our users’ lives easier. 👋
• 🎓Become an expert: Build deep knowledge of references and our key background checks, ensuring swift, accurate, and helpful responses to candidate queries via email
• 🧘Be a voice of reassurance: Handle queries with patience, empathy, and clarity, leaving users feeling calm and confident
• 🔧Own operational processes: Work behind the scenes to complete background checks flawlessly and efficiently, proactively reaching out to candidates and keeping our systems up to date
• ⚡️Champion speed & delight: Meet SLAs while delivering a seamless, warm, and WOW-worthy experience
• 💬Deliver meaningful interactions: Make every user feel heard, valued, and empowered to succeed

Benefits

• 24 days holiday + Bank Holidays + your birthday off
• Apple laptop and latest tech gear for your home workstation
• £1200 annual benefits allowance (ThanksBen, from month 2)
• Early finish Fridays (16:00)
• Yearly company Retreat
• Enhanced Maternity, Paternity, and Adoption Leave (2 months full pay, then statutory)
• Statutory pension with NEST (3% employer, 5% employee)
• Zinc shares, issued through the EMI Scheme
• Unlimited access to MoreHappi coaching