Customer Operations Manager

Hybrid role based in Warsaw, Poland

We are looking to hire for this role on a B2B consultancy agreement, while still providing all the benefits outlined in the job description.

Role Overview 🚀

Are you a passionate and experienced Customer Support leader ready to make a real impact?  Do you thrive in a fast-paced, high-growth environment? If so, Uncapped is looking for a driven Customer Operations Manager to join our team and help us deliver exceptional experiences to the founders we empower.

At Uncapped, we fund the world's top e-commerces, helping them achieve their ambitions. Join our established, impactful fintech startup and be part of the future of funding.

About Uncapped 👫

Founded in 2019, Uncapped is the fastest, most affordable way for growing online businesses to fund marketing and inventory. The company was born out of frustration with the limited financing options available for UK and European entrepreneurs to finance growth.

Uncapped provides working capital loans to brands and retailers around the world, doing between $10m and $100m in turnover.

Uncapped has raised VC funding from most notable investors including Lakestar, Mouro Capital, Global Founders Capital, White Star Capital, Seedcamp, and All Iron Ventures.

What you will do ✍️

• Lead and grow the Customer Operations Team
• Embody customer satisfaction in everything you do and act as the key escalation point for customers.
• Oversee our social media channels to capture and take action on all customer feedback.
• Manage the creation of high-quality customer documentation, including guides and tutorials.
• Be the top problem-solver on a wide range of customer issues that come through email, chat, and telephony by effectively diagnosing and troubleshooting. Your feedback on these scenarios will help us to shape the product as we grow!
• Troubleshoot the most common technical issues coming both from customers and from employees, identify their scope and impact, and escalate them to the Engineering team when needed

Who you are 👀

• Proven ability to lead and inspire a customer-focused team in a fast-paced, technology-driven environment (e.g., customer support or customer success).
• Exceptional problem-solving skills and a customer-centric mindset, enabling quick and effective issue resolution.
• Proficient in Hubspot or similar CRM platforms.
• Experience with productivity and project management tools like Jira, Trello, and Notion.
• Strong organizational and multitasking abilities, coupled with meticulous attention to detail.
• Familiarity with or a keen interest in the dynamics of high-growth business models (e.g., e-commerce, SaaS, D2C).
• SQL expertise for first-contact data troubleshooting is a plus. 
• You are flexible and adaptable, willing to occasionally work US East Coast shifts.

What we offer 🎁

At Uncapped, our people make us successful. We are a start-up with big goals, and we work hard, so we want to give everyone the benefits they really want. We are continually adding to this list as new people join -- here are some of the things you can expect:

• Unlimited holiday: we believe that well-rested and happy people make the best employees
• Competitive compensation plan
• Personal growth fund: Raise your game from great to spectacular
• Monthly recognition and awards: Celebrate wins big and small
• The opportunity to make a big impact every day on the lives of European and US entrepreneurs.
• Workspaces in Warsaw, London and Atlanta

We can only consider applications from those eligible to work in the Poland without requiring sponsorship.