Location: Office-first (min. 3 days a week in London EC1)
Type: Permanent, full-time, with the possibility of some evening and weekend shifts in future
Reports to: Operations Lead
Nous is an intelligent assistant that helps households manage their bills, saving them money and time. We’re a well-funded early stage startup led by experienced entrepreneurs on a mission to make people’s lives simpler and fairer.
By handling household hassles for Nous members, we're freeing them from a lifetime of admin while saving them money and time. This has led to rave reviews from members like Rob and Christian.
We’ve thought carefully about how to ensure our product and business has a distinctive positive social impact. We’re very proud to say that, as of October 2023, Nous is officially a B Corp. This means we’ve been formally accredited for our commitment to exceptionally high standards of social and environmental performance, transparency and accountability. We also regularly lead consumer campaigns – on issues such as broadband social tariffs for instance.
Over 150,000 people have used our free service during the cost-of-living crisis. We’re now rolling out our paid, smart-household management service through a variety of channels – including employers who want to help their teams save hundreds of pounds (sometimes thousands) by using Nous. And because Nous operates at a household level, even if an employee doesn’t pay the bills themselves, their household still benefits.
With these early customer successes comes a real challenge for the service operations team: how to deliver our service to households in their thousands and support their needs. That’s where you come in…
As a Customer Operations Associate, you’ll be a critical part of our customer-facing service operations team as we refine and scale up our offering.
Unlike traditional ‘reactive’ support functions which deal with customer enquiries or complaints, a large proportion of interactions with users happen at our initiation. We also have to navigate a significant degree of market complexity and a wide range of rapidly evolving processes.
As a team we spend a lot of our time communicating with users. We’re constantly jumping between our CRM, our product, and other custom-built tooling. Working effectively in all of these systems while making sure our customers have a great experience is crucial to the role.
Since we’re still hard at work developing aspects of our service, you’ll be playing an important role shaping and improving our business processes. Working with the rest of the operations team you’ll help us to identify and improve our tooling, process and customer communication, ensuring the team is as efficient as possible keeping the customer at the centre of everything we do.
You’ll also be a key interface with our product organisation. Being ‘at the coal face’ and interacting with customers on a daily basis, you’ll have invaluable insights and learnings to feedback into the product and design teams. These will help mould our product and customer experience as we scale and build more products.
Finally, as part of a small team who are ‘building the plane while flying the plane’, the work you’ll do will be unpredictable and often characterised by ambiguity and challenge. You’ll be comfortable with a bit of chaos, and thrive in environments where you have to think on your feet.
We’re looking for someone who: