Customer Operations Executive

We are looking for a Customer Operations Executive to support the next phase of GivePanel’s growth.

Over the last 12 months we have expanded from a single product to a broader platform, with three distinct solutions. As demand increases, we need additional support across the customer journey, from demos and onboarding through to ongoing support and product testing.

This is a hands-on, cross functional role. You will work across customer success, product and commercial, supporting customers directly while helping us operate more efficiently behind the scenes.

This is not a highly specialised role. It is a broad, hands-on position where you will work across multiple areas of the business and grow with us over time.

What you will be doing

Customer experience and onboarding

• Support and run product demos, particularly for GivePanel Events
• Help onboard new customers and get them live quickly
• Support customers in early usage to ensure they are set up for success
• Build demo environments and example campaigns and events to support sales

Customer operations

• Manage and triage incoming customer queries
• Support day to day customer success activity across the team, including onboarding,
• follow up and campaign support
• Assist in creating campaign summaries and insights for customers

Product and platform support

• Test new features before release and provide clear feedback
• Support with building and configuring customer setups
• Work closely with the product team to identify issues and improvements

Improving how we scale

• Identify patterns in customer questions and behaviour
• Contribute to improving onboarding, support and internal processes
• Maintain and improve internal documentation and help content

What we are looking for

Experience

• 1 to 3 years in a customer facing, operational or similar role
• Comfortable working across different areas of a business
• Exposure to SaaS products, or experience working closely with digital tools or platforms in a charity or fundraising environment

Skills and traits

• Strong communicator and confident interacting with customers
• Technically-minded; curious and able to master new tools and systems quickly
• Organised and detail oriented, with ability to work confidently with structured data and spot inconsistencies or gaps
• Proactive and able to take ownership and follow things through
• Able to adapt to changing priorities within a well-organised and collaborative team.
• Comfortable using judgement to prioritise and escalate issues

Nice to have

• Experience in customer success, support or operations
• Experience running demos or onboarding customers

How you will work

• You will report into the Customer Support function and work closely with product, marketing and commercial teams
• You will be supported by experienced team members as you develop in the role

What success looks like in the first 3 to 6 months

• Customers are onboarded more quickly and with less support required
• Demo and onboarding capacity increases across the team
• Customer queries are handled efficiently and consistently
• You take ownership of defined workflows across onboarding and support
• The team is able to move faster due to increased operational capacity
• New features are tested ahead of release, with clearer and more consistent feedback that helps us catch issues early and improve the customer experience

Benefits

• £30k – £35k salary, based on experience
• £500 annual wellbeing allowance
• £500 learning and development allowance
• 5% employer pension contribution
• Fully-remote working (in the UK)
• This role is offered as a 12 month contract, with a view to becoming permanent as the business continues to grow.

To Apply

Please send your current CV along with a video cover letter (using Loom or a video recording software of your choice) outlining your relevant experience, skills and traits for this role to our General Manager, Craig Shackleton – [email protected].

You may also include a written cover letter if you wish.