Senior Customer Success & Operations Executive

About the role

We are seeking a Senior Customer Success & Operations Executive to own the end‑to‑end customer journey for a fast‑growing SaaS platform. Working fully remotely, you will act as the trusted point of contact for customers, ensuring every interaction is warm, professional and solution‑focused.

Key responsibilities

• Serve as primary contact for customer enquiries via email, phone and WhatsApp.
• Guide customers through bookings, payments, account queries and platform usage.
• Troubleshoot and resolve technical issues on the software platform.
• Manage booking operations, investigate payment disputes, refunds and failed payments.
• Identify recurring pain points and recommend improvements to workflows and platform functionality.
• Collaborate with internal teams to resolve operational or technical problems.
• Maintain accurate records of bookings, payments and communications.
• Support training and development of a growing customer success team.

Required profile

• Proven experience in customer success or support within an app, online marketplace, SaaS or technology‑enabled platform.
• Strong communication skills with the ability to handle sensitive situations empathetically.
• Ability to analyse data, spot trends and propose process enhancements.
• Self‑motivated, detail‑oriented and comfortable working independently in a remote environment.

Required skills

What we offer

• Fully remote working arrangement.
• Opportunity to shape customer success strategy in a growing tech business.
• Competitive salary and benefits package.