Customer Operations Executive

London, United Kingdom | Customer Success | Full-time | Partially remote


Trail is changing the way hospitality is run.

From independent coffee shops to massive pub chains, to some of your favourite spots like Honest Burger, wagamama and Brewdog, we're building tools to simplify the daily jobs busy teams do each day. And we need your help ✊ 


We have an awesome team. There's 20 of us, we’ve got a London office but have always been remote first. We've been going for five years now, but still operate as a startup - always learning, experimenting and pushing each other on.

The team is made up of Growth, Customer and Product. Everyone's super customer-focused, but at the frontline will be you - our mad passionate Customer Operations Manager.

What's the job?

The Customer Operations team is responsible for onboarding, educating, and supporting all our users. From the moment they sign in, you're with them every step of the way, making sure they get maximum value from the product. Your weapon of choice is Intercom but you will need to do some onboarding calls too. You'll be answering questions, tracking feedback, escalating issues to engineers, and acting as the bridge between our customers and our product design and development teams.

What will I be doing?

  • First point of contact for customers over chat and email
  • Working with users to tailor the app to their needs, including product configuration
  • Onboarding calls over video and using screen share 
  • Educate and empower customers to get the most out of the app
  • Escalate issues to product & engineering when necessary
  • Be a customer advocate by providing feedback to the product and engineering team
  • Create and maintain web-based how-to, FAQs, and other recurring support docs.

What skills do I need?

  • You write well. Really well. Smart, helpful and just a little bit sassy 
  • You love chatting with users online - all day every day
  • You are comfortable to confidently host an onboarding calls with new customers
  • You can explain complex topics in easy to understand and concise language
  • You're really into technology - you play with new apps all the time
  • A problem solver who thinks laterally and creatively towards a solution
  • Ambition and willingness to learn

Salary & Perks

  • £25 - £30k salary depending on experience
  • 33 days of paid holiday (excluding bank holidays) 
  • Remote, flexible and human working hours
  • Company all-hands 
  • A great working culture, trips abroad and work outings
  • Macbook

Trail is committed to creating a diverse and inclusive environment - we celebrate the individuals that make us, us. We welcome people of all backgrounds to apply who are also passionate about making everyday work better.