Graduate operations manager (customer support)

In pursuit of this objective, we acquire and improve digital businesses, not to sell on, but to own and operate for the long term. The transformations we make are often deep-designed to speed up innovation, benefit customers, and strengthen business performance. Here, hierarchy is minimal and teams are small and talent-dense. We operate established products with the ambition, agility, and urgency of a startup. Across the company, we integrate AI deeply into how we work so that human judgment and machine intelligence reinforce each other.

For a talented, driven, and collaborative individual, working at Bending Spoons is an opportunity to learn, make an impact, and progress their career at an exceptionally high rate. That’s our promise to such a candidate.

This role sits within our Customer Support department. You’ll work on a mix of day-to-day operational needs and longer-term projects, with a focus on building the processes and systems that allow us to deliver great support efficiently and at scale.

Responsibilities

• Improve customer support operations through a range of projects-from bringing on new external providers to redesigning how support is organized and delivered.
• Build and improve scalable support systems, including help centers, chatbots, automated flows, and AI-powered solutions that help users get fast, accurate answers.
• Work with Product and Engineering teams to identify recurring customer issues, turn support insights into product improvements, and ensure support keeps pace with new releases.
• Help shape the support experience for newly acquired products, bringing operations, tools, and processes together while identifying opportunities to improve how customers are served.
• Use data and AI to understand how our support is performing, uncover opportunities for improvement, and measure the impact of the changes you make.

Requirements

Reasoning ability Given the necessary knowledge, you can solve complex problems. You think from first principles, and structure your ideas sharply. You resist the influence of biases. You identify and take care of the details that matter.

Drive You’re extremely ambitious in everything you do-and your initiative, effort, and tenacity match the intensity of your ambition. You feel deeply responsible for your work. You hold yourself to a high-and rising-bar.

Team spirit You give generously and without the expectation of receiving in return. You support the best idea, not your idea. You're always happy to get your hands dirty to help your team. You’re reliable, honest, and transparent.

Proficiency in English You read, write, and speak proficiently in English.