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Operations Manager
TiPJAR®Operations Manager improving customer onboarding, support, and operational efficiency for TiPJAR’s global tipping platform. Coordinating cross-functional implementations, escalations, tip splits, documentation, and AI-assisted workflows.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer onboarding, implementation, and support operations, with a strong focus on process improvement and cross-functional collaboration. Proficient in utilizing customer support platforms and automation tools to enhance operational efficiency and service delivery.
Highest-signal resume keywords
Customer OnboardingImplementation SupportProcess ImprovementCustomer Support PlatformsAnalytical Problem-Solving
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer SupportOnboardingImplementationData AnalysisDocumentation CreationTechnical Issue InvestigationAutomation ToolsOperational ReportingWorkflow PlatformsAPIs
Soft Skills
Customer ServiceRelationship BuildingOrganizational SkillsCommunication SkillsAttention to Detail
Tools & Technologies
HubSpotZendeskFreshdeskIntercom
Certifications & Qualifications
Legal Right to Work in the UKDBS Check
Industry Keywords
Customer OperationsService DeliveryHospitality OperationsWorkforce Management
About the role
Key responsibilities & impact- Support the successful onboarding and implementation of new TiPJAR customers
- Coordinate onboarding activity across Customer Success, Operations, Product and Technical teams
- Translate customer requirements into configuration and implementation actions
- Support data collection, testing and validation
- Improve onboarding processes, documentation and tooling
- Support the day-to-day operation and development of TiPJAR’s Customer Support function
- Monitor support performance, workloads and service levels
- Provide guidance, coaching and escalation support to the team
- Investigate complex customer, data, configuration and operational issues
- Identify root causes and provide guidance to internal teams
- Improve escalation processes, documentation and shared knowledge
- Feed recurring issues and customer themes back into Product and Engineering
- Use AI and automation to improve operational work
- Drive adoption of AI-assisted workflows across onboarding, support and internal operations
- Support the weekly cycle of tip splits
- Analyse operational performance and identify scalable, efficient improvements
Requirements
What you’ll need- Experience in customer support, customer operations, onboarding, implementation, service delivery, operations or a similar role
- Experience supporting, supervising or leading others in a customer-facing or operational environment
- Strong customer service and relationship-building skills
- Excellent organisational and coordination skills
- Strong analytical and problem-solving abilities
- Ability to investigate issues and work through problems methodically
- Experience working with software platforms and business systems
- Strong written and verbal communication skills
- Ability to manage multiple priorities in a fast-paced environment
- Strong attention to detail and personal ownership
- Ability to work cross-functionally with different teams
- Experience in customer onboarding, implementation or project coordination is desirable
- Experience creating documentation, process guides or knowledge-base content is desirable
- Experience with customer support platforms such as HubSpot, Zendesk, Freshdesk or Intercom is desirable
- Experience investigating or triaging technical support issues is desirable
- Exposure to APIs, integrations, CSV files or data imports is desirable
- Experience with automation tools and workflow platforms is desirable
- Understanding of operational reporting and performance metrics is desirable
- Exposure to hospitality operations, payroll, tronc or workforce management environments is desirable
- Must demonstrate legal right to work in the UK
- Subject to pre-employment checks, including a DBS check and employment references
Benefits
Comp & perks- Competitive salary
- Flexible working options
- Work from anywhere for up to 4 weeks a year
- TiPJAR reward scheme
- Salary Sacrifice Pension Scheme
- Company socials
- A values led, supportive team
- A workplace where your ideas matter and your impact is visible