About Cleo
At Cleo, we’re not just building another fintech app. We’re embarking on a mission to fundamentally change humanity’s relationship with money. Imagine a world where everyone, regardless of background or income, has access to a hyper-intelligent financial advisor in their pocket. That’s the future we’re creating.
Cleo is a rare success story: a profitable, fast-growing unicorn with over $200 million in ARR and growing over 2x year-over-year. This isn’t just a job; it’s a chance to join a team of brilliant, driven individuals who are passionate about making a real difference. We have an exceptionally high bar for talent, seeking individuals who are not only at the top of their field but also embody our culture of collaboration and positive impact.
If you’re driven by complex challenges that push your expertise, the chance to shape something truly transformative, and the potential to share in Cleo’s success as we scale, while growing alongside a company that’s scaling fast, this might be your perfect fit.
Follow us on LinkedIn to keep up to date with new product features and insights from the team.
About The Role
As a CS Operations Partner, you’ll play a critical role in bridging the gap between our Customer Support and Product teams. By owning and improving our customer service processes, driving self-help initiatives, and ensuring seamless communication around product changes, you’ll help shape an exceptional customer experience and guide product improvements with real-time insights.
What You’ll Be Doing
- Owning and Iterating on Customer Service ProcessesContinuously review, refine, and enhance customer service workflows to optimize efficiency and deliver an exceptional customer experience.
- Analyzing Customer ConversationsDive deep into customer conversations to identify trends, pain points, and opportunities for improving the product. Your insights will directly shape how we enhance our offerings.
- Voice of the Customer AdvocacyContribute to the "Voice of the Customer" in cross-departmental meetings, ensuring customer pain points and feature requests are prioritized in product development and roadmaps.
- Bug Triage and ReportingIdentify, prioritize, and report customer-impacting bugs, working closely with engineering and product teams to ensure quick resolution.
- Maintaining Relationships with Product TeamsAct as the key liaison between Customer Support and Product, ensuring the support team is informed of upcoming product launches and updates, while advocating for the customer’s voice in product decisions.
- Supporting Training and Quality AssuranceCollaborate with training and QA teams to ensure support agents are well-equipped to handle new product features, delivering high-quality assistance every time.
- Support Documentation and ResourcesLead the creation and maintenance of comprehensive internal knowledge bases and external help center resources, ensuring they are up-to-date with product changes.
- Driving Automation and Self-Help InitiativesLead initiatives to implement automation tools and expand our self-help resources, reducing customer effort while improving scalability.
About You
We’re looking for someone passionate about improving processes, leveraging data, and fostering collaboration to deliver an outstanding customer experience.
- Experienced in Customer Support Operations. You’ve worked in or closely with customer support teams and have a deep understanding of their processes and challenges.
- You’re Data Driven. You have experience analyzing customer feedback or operational data and can turn insights into actionable recommendations.
- Collaborative and Communicative. You thrive in cross-functional environments and can build strong relationships with Product, QA, and Training teams.
- Process-Oriented. You’re skilled at streamlining workflows and implementing tools to improve efficiency and effectiveness.
- Automation Advocate. You have a keen interest in leveraging technology to drive efficiencies and create self-help solutions.
What do you get for all your hard work?
- A competitive compensation package (base + equity) with bi-annual reviews, aligned to our quarterly OKR planning cycles. You can view our public progression framework and salary bandings here: https://cleo-ai.progressionapp.com/ This position is a CS3 level and we can pay £40-50k p.a depending on experience.
- Work at one of the fastest-growing tech startups, backed by top VC firms, Balderton & EQT Ventures
- A clear progression plan. We want you to keep growing. That means trying new things, leading others, challenging the status quo and owning your impact. Always with our complete support.
- Flexibility. We can’t fight for the world’s financial health if we’re not healthy ourselves. We work with everyone to make sure they have the balance they need to do their best work
- Work where you work best. We’re a globally distributed team. If you live in London we have a hybrid approach, we’d love you to spend one day a week or more in our beautiful office. If you’re outside of London, we’ll encourage you to spend a couple of days with us a few times per year. And we’ll cover your travel costs, naturally.
- Other benefits;
- Company-wide performance reviews every 6 months
- Generous pay increases for high-performing team members
- Equity top-ups for team members getting promoted
- 25 days annual leave a year + public holidays (+ an additional day for every year you spend at Cleo, up to 30 days)
- 6% employer-matched pension in the UK
- Private Medical Insurance via Vitality, dental cover, and life assurance
- Enhanced parental leave
- 1 month paid sabbatical after 4 years at Cleo
- Regular socials and activities, online and in-person
- We’ll pay for your OpenAI subscription
- Online mental health support via Spill
- Workplace Nursery Scheme
- And many more!
We strongly encourage applications from people of colour, the LGBTQ+ community, people with disabilities, neurodivergent people, parents, carers, and people from lower socio-economic backgrounds.
If there’s anything we can do to accommodate your specific situation, please let us know.
UK App access: The Cleo app is no longer downloadable in the UK (but only until next year). If you’re an existing user, you’ll still have access to the app. But some features won’t be available (just for a little while). Why? 99% of our users are based in the US – where financial health is often overlooked. We’ve decided to shift our focus to where we can provide the most value and make the greatest impact for users who need it most. Then we’ll be able to apply what we learn to better support our UK users in the future.