Customer Operations Specialist

Lyst is a global fashion shopping platform founded in London in 2010 and catering to over 160M shoppers per year. We offer our customers the largest assortment of premium and luxury fashion products in one place, curating pieces from 27,000 of the world's leading brands and stores. In 2025, Lyst joined Zozo, operators of Zozotown, the leading fashion e-commerce platform in Japan. This partnership marks a bold new era for Lyst, as we accelerate our vision and work together to transform the future of fashion shopping through AI and technology.

At Lyst, we obsess over the customer, providing a search and discovery experience which offers inspiration, fulfilment, and personalisation. We believe that fashion is amazing but shopping for fashion often isn't, and we use our technology, data and creativity to bring more joy, greater choice and fewer fails. Our mission is to help fashion shoppers make better decisions and help fashion partners find better audiences as the category-leading destination for every fashion shopper.

The Role

This role sits at the intersection of Customer Operations, with a key part in tech and data. The Customer Ops Specialist will own the systems, workflows, automation and reporting that enable us to scale customer care efficiently with the business needs. They will identify recurring customer and operational problems, use data to understand their root causes, and work with the right stakeholders to build scalable solutions.

Responsibilities

Customer support

• Confident with handling customer queries and requests when needed
• Implement AI workflows that autonomously handle high-volume, repetitive inbound (refunds, order status, returns, payment issues)
• Support the platform migration (Zendesk → new platform), ensuring ticket logic, routing, and SLAs are preserved and optimized
• Tune AI deflection thresholds, fallback routing, and handoff criteria to balance automation with quality
• Map current ticket taxonomy to new platform structure and identify automation opportunities in migration

Backend automation

• Automate recurring manual tasks that currently live in task-audit backlogs (GDPR deletions, chargebacks, moderation flags, product data fixes)
• Build API connectors and audit workflows to catch and escalate edge cases without human review loops
• Document automation assumptions and thresholds; measure deflection lift and accuracy

Reporting

• Own the customer ops analytics: ticket taxonomy, omnichannel volume tracking, and live reporting (what customers actually complain about, not just ticket counts)
• Build operational dashboards that surface friction drivers in real time (e.g., spike in payment failures, shipping delays)
• Help feed business insights back to Product teams…this person owns the "why" behind ticket volume, not just "what" volume is.
• Maintain data quality and audit trails for compliance (GDPR, chargeback disputes, refund accuracy)
• Sharing feedback and insights to stakeholders within forums

Requirements

• Hands-on experience with helpdesk platforms (Zendesk, Intercom, Dixa, etc.) have used workflow automation, routing, and AI/ML features in production
• Clear analytical mindset: can identify root causes from messy ticket data and propose systems solutions (not just process fixes)

Nice-to-have:

• Exposure to AI in customer support (chatbots, deflection, intent classification)
• Experience in fast-growth e-commerce operations
• Migration experience (moving helpdesk platforms or CRM systems)
• Chargeback experience
• Experience with similar companies like Lyst (marketplace)

Benefits

• Our Ways of Working: We all come into the office on Tuesdays and Thursdays, with the option to work remotely or come into the office on the other days. We believe that in person collaboration and community spirit is super important, which is why we spend some of our time in the office and some of our time at home.
• Time Off: In addition to the 8 statutory bank holidays, you will receive 29 holidays per year. Lyst’s holiday year runs from 1 April to 31 March.
• Competitive Family Leave Package: This includes Enhanced Family Leave for those eligible, paid Time off for Dependents and Support for Fertility Treatment & Loss.
• Clothing Benefit: We want you to enjoy using the Lyst app and site as much as our customers, so we provide you with a clothing allowance to use on Lyst every year. This starts at £250 when you join and increases up to £1,000 with your length of service.
• Private Healthcare: Our healthcare provider is Vitality. Your health is important to us which is why we offer all employees a comprehensive healthcare scheme from the day you start.
• Training Allowance: We’re big on continuous learning and growth, so all employees are currently entitled to an annual training allowance of £1,000. This can be used to attend conferences, industry events, training courses and to purchase resources.
• Pension Scheme: Our pension provider is The People’s Pension. We offer a minimum employee contribution of 5% and 3% employer contribution.
• Eye Tests and Vouchers: Employees can make a saving on their eye test and glasses through our chosen provider. You’ll receive a free eye test every year and a discount towards glasses.
• Cycle-to-Work Scheme: Lyst will purchase a bicycle from your chosen retailer, you will then receive a voucher to pick up your bicycle from them.
• Transport Season Ticket Loan: Employees can apply for an interest free season ticket loan to support your travel to work.
• Social Events: Frequent company wide social events including Christmas & summer parties, sports days, themed drinks, quizzes, cook alongs, as well as smaller team socials. We also have plenty of interest based groups such as football, running club, book club, culinary and more.
• Our Ways of Working: We all come into the office on Tuesdays and Thursdays, with the option to work remotely or come into the office on the other days. We believe that in person collaboration and community spirit is super important, which is why we spend some of our time in the office and some of our time at home.

We want to build a world where fashion works for everyone, and we want teams that are just as inclusive. Diversity and inclusion is an integral part of our culture at Lyst. We recognise and celebrate the value and impact diversity brings to our company and are committed to ensuring this is a consistent focus, for which we are held to account. We are committed to treating all applicants fairly and equally, and encourage candidates from all backgrounds to apply for this role. We are happy to talk about flexible working arrangements.

Don’t meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. At Lyst we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.