About the job
As a Customer Operations Lead at Bellroy, you will play a crucial role in ensuring that the systems and processes behind customer support are efficient and effective. Your work will directly impact how well the team can serve customers and maintain their trust. Collaboration is key, as you will work closely with various teams to implement strategic improvements and ensure that operations scale smoothly.
You'll be responsible for
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Leading operational processes
Leading the operational backbone of the function: how work flows across channels, how systems and automations are configured, how knowledge is maintained, and how information moves reliably between teams and partners.🤝
Collaborating with teams
Collaborating closely with the Customer Support Director, frontline teams, Technology, Finance, and external providers to translate strategy into well-executed operational process and change.🔄
Improving customer support
Digging into why friction exists, thinking carefully about second-order effects, and making changes that genuinely simplify things — for customers and for the people supporting them.Key criteria
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5+ years in customer service operations
Experience in high-volume, multi-channel environments is essential.View
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Track record of operational improvements
Demonstrated ability to refine workflows and enhance automation.View
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Hands-on experience with support tools
Familiarity with CRM platforms and operational data analysis.View
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