Senior Customer Operations Manager

About tiney tiney is England's largest Ofsted-regulated Childminder Agency (CMA). We recruit, train, register, and support home-based childminders, and take on ongoing regulatory responsibility for the quality and safeguarding of every childminding setting in our network. We currently work with over 1,100 tiney-registered childminders across England, supporting more than 10,000 families with high-quality, flexible childcare. In 2024, we were named one of the UK & Ireland’s 100 fastest-growing startups, and shortlisted for the Global EdTech Prize. At tiney, we’re building a better childcare system. We help passionate, talented people open their own childminding businesses from home — giving families more access to high-quality, affordable care. Central to tiney’s experience is our app, which childminders use to run their business — from education tools and payments to messaging and family communication. Founded in 2018 by a team from Teach First and graze.com, we’ve raised £20m from top European VCs, and are already one of the UK’s top 5 childcare providers by childcare places About the role As Senior Customer Operations Manager you will own our Customer Support function and, with it, the standard of customer support across tiney. This is a team of around 20 people mostly based in the Philippines supporting both childminders and families. Support at tiney Our customers are business owners, and the support they get is a key reason they choose us and stay with us. Support here also extends beyond the typical remit, the team handles complex cases like payment processing and collections where getting it right directly affects our customers' income. Your job is to set the bar high and hold it: how fast we reply, how fully we resolve, and how people feel after every interaction. Support is being reshaped by AI fast, and this role will be reshaped with it. We're looking for someone who'll keep rebuilding it as the tools get better, and who sees their own role changing and evolving as a positive. What you will do Set the bar for what great support looks like and how to measure excellence, and hold the whole team to it Make our automation genuinely brilliant, so Fin resolves more of the routine and your people take the conversations that matter Keep redesigning how support works to drive up quality and speed of support, based on KPI and customer insights. Innovate in how we leverage tooling and technology to improve customer experience and team efficiency and effectiveness Turn support into more than fixing problems: proactive help that enables childminders earn more and families get more from tiney What success looks like: Customers tell us our support is a reason to stay Fin resolves more every quarter, fully and well, freeing your people for the conversations that matter Your team is getting better all the time, and takes real pride in being the best About you 4+ years experience working in customer support or customer experience 1+ year of experience leading and developing people managers You hold yourself and your team to exceptionally high standards, and you have raised the bar on customer experience, resulting in visible improvements in key metrics (NPS, churn) You have strong data skills and can run your own analysis, comfortable owning KPIs and making data backed decisions quickly You are confident using AI, and have used it in a role previously to improve processes and productivity You care about customers and about your team, and you can balance the needs of both You communicate clearly and lead calmly across different time zones Nice to have Experience with Intercom and Fin specifically Experience leading a remote or internationally distributed support team A background in a regulated, app-based or two-sided marketplace business 📍 Location: Hybrid (UK-based), WFH with 1-2 days per week working with the team at our Central London Office Our Values We are a values driven organisation that holds children at the core and default to transparency: 🎈 Play is a superpower – Our Joy and creativity fuels our innovation. 🤔 Curious Minds See More - We ask why? and are always open to learning 🏔️ Reach High - We set long term ambitious targets to achieve our ambitious goals 💪 You Grow Stronger After a fall – We lead with openness and trust. 🤗 We’re Better Together - We are a collective of experts focussed on serving children, families and our community of childminder Our behaviours 🧒 Children at the core – We design policies and products that serve the whole person. 💬 Default to transparency – Honest communication builds strong teams. What’s in it for you An ambitious, meaningful role in a mission-driven company that’s shaping the future of early education. Competitive salary Stock options 28 days annual leave (including a Christmas shutdown) Company-funded childcare contribution (up to £5k per year) Paid reflection day + birthday day off Therapy support via Self Space Sabbatical after 5 years Life and long-term sickness insurance Hybrid working Regular team meet-ups and off-sites Interview Process We move quickly and keep things simple: Intro Call – A short conversation with someone from our people team Task & Presentation – A practical exercise relevant to the role Team Interview – Meet key stakeholders and explore mutual fit Final round with our COO Offer – If it’s right on both sides, we move fast. Our Commitment We’re proud to be an equal opportunity employer. We celebrate diversity, foster inclusion, and are committed to building a team that reflects the children and communities we serve. If our mission excites you but you’re not sure you meet every requirement — please apply anyway. We move quickly and try to keep things simple, we are ready to offer to to the right candidate ASAP