Senior Customer Operations Specialist

Our Mission

At Ophelos, we believe in a different way to deal with debt. One that puts empathy and understanding front and centre, approaching our customers as individuals — no matter what they’re going through.

For too long, people in debt have borne the brunt of poor industry practices — intimidating tactics, time-consuming customer service, and a one-size-fits-all approach that overlooks the reasons anyone can fall into debt. Meanwhile, businesses suffer too, with poor customer experience leading to churn, bad reputation, and missed opportunities.

That’s why we’re taking a radically different approach. Pioneering an industry-first AI-native collections platform, we build products that help individuals clear their debts in a way that suits them, while providing businesses with improved customer experience and game-changing insights into their customer base.

Since our launch in 2021, we’ve worked with leading UK companies such as Octopus, Scottish Power, and Philips — helping millions of people move toward a stable, debt-free future. In 2023, we were acquired by Intrum, Europe’s largest credit management service, and began our next phase: expanding into 17 European markets over two years.

The Role - Senior Customer Operations Specialist

We’re looking for a Senior Operations Specialist to join our Customer Operations team and help us deliver best-in-class support to customers, mentor new team members, and drive continuous improvement as we scale across the UK and Europe.

This is a hands-on role where you’ll lead by example — handling complex cases, supporting regulated complaints, training others, and collaborating cross-functionally.

In This Role, You’ll Get To:

• Resolve high-priority cases and FCA-regulated complaints with empathy and care
• Mentor and train new team members for quick, confident onboarding
• Work with our Data team to improve our customer-facing AI (OphelosGPT)
• Support new market rollouts and contribute to process improvements
• Identify recurring issues and share insights to enhance the customer experience

This is a fully remote role. Flexible working hours are supported, but typical hours are weekdays, 9:00 am to 5:30 pm.

About You

We know no one is perfect, but these traits are important for this role:

• Experience managing high volumes of customer interactions in B2B or B2C settings
• Skilled at resolving complex issues and turning feedback into action
• Proven track record of improving frontline workflows and tools (e.g., Front, Zendesk, Talkdesk)
• Confidence in handling critical escalations with empathy and business awareness
• Comfortable collaborating across teams in fast-changing environments

Benefits

Our benefits are designed to support you both in and out of work:

• Private healthcare through Vitality
• £500 Learning & Development budget
• £200 working-from-home allowance
• Cashback on dental, optical, and other health-related costs
• 25 days holiday
• Flexible Public Holidays — take them when it suits you
• 30 days work from abroad each year
• Free access to counselling through our Employee Assistance Program
• Flexible working — remote or office (we’re dog friendly!)
• Cycle to work scheme
• Company pension

Salary Range

£28,000 - £32,000 GBP

We are committed to pay transparency — that’s why our salary range is published on every job post.

About Our Team

Ophelos launched in June 2021, backed by investors including AlbionVC, Connect Ventures, and Fly Ventures. In 2023, we joined forces with Intrum, Europe’s leading credit management company. Our team brings experience from top companies like Monzo, Google, Oracle, ASAPP, and IBM. We also work closely with leading academic institutions including Oxford University, the University of Amsterdam, and the University of Hong Kong.

Our Values

• Customers and Clients First – We exist to help real people get out of debt and help clients get paid.
• Dream Big – We’re ambitious, raising the bar and setting new benchmarks.
• Get It Done – We act with urgency, iterate fast, and take smart risks.
• Win as One – We’re one team. We support, challenge, and grow together.

Diversity & Inclusion

Ophelos is proud to be an equal opportunity employer. We are building a diverse team where every person feels they belong and can do their best work.

We recruit, hire, and promote based solely on talent, qualifications, and merit — regardless of race, religion, gender identity, age, disability, sexual orientation, or background.

If you need any adjustments during the hiring process, please let us know.

GDPR Notice

When you apply, your personal data is collected by Ophelos (Controller), located at 1 Finsbury Ave, London EC2M 2PF, contactable at contact@ophelos.com. Our data protection officer is Paul Chong.

We process your data for recruitment purposes under Art. 6(1)(f) of the GDPR. Your data may be shared with Greenhouse Software, Inc. (our US-based recruitment software provider), meaning your data may be transferred outside the EU under appropriate safeguards.

Your data will be retained as long as necessary to evaluate your application. You have the right to request access, rectification, deletion, restriction, or portability of your data, and to lodge a complaint with a supervisory authority.

Summary
Company name: Ophelos
Remote job title: Senior Customer Operations Specialist
Job tags: Customer, Operations, Financial, Healthcare, Support