Customer Operations Director

At Raylo, we’re on a mission to accelerate the move to a circular economy. The only way customers and manufacturers will make that shift is if it’s simple and cost-effective - this is where we come in. Our technology platform powers the lease-and-reuse of devices, making them more sustainable, accessible, and affordable.

We’re building a category-defining marketplace, making premium tech available via subscription for both consumers and businesses. With over 100,000 subscribers in the UK - and growth accelerating - we’ve proven the demand for a smarter, more sustainable way to access technology.

Raylo is a profitable, B Corp-certified company, driven by purpose and backed by leading investors including NatWest, Channel 4 Ventures, Macquarie, Octopus Ventures, and Telefónica. We’re also proud of our industry-leading customer satisfaction, with an Excellent 4.5-star Trustpilot rating from over 7,500 reviews.

If you're looking to make a real impact and be part of a high-growth, mission-driven team, join us at Raylo. Together, we’re not just reducing waste - we’re shaping the future of technology in a way that’s smarter, more sustainable, and built to last.

💡 Be deeply curious – We thrive on innovation through diverse approaches, views, and people.

👟 Walk in your customer’s shoes – To build the best products and make the best decisions for the long term, we must figure out what our customers need, not just what they want.

🎯 Focus and execute – We have a big vision, but we believe in nailing the most important problems first.

💥 Be gritty – Only gritty teams succeed. Our individual ownership, passion, and perseverance mean we’re a team through thick and thin.

As Raylo continues to grow, we are committed to delivering exceptional customer service at scale. This role sits at the heart of our Customer Success & Support team, ensuring our customers receive a seamless, high-quality experience. You will play a key role in shaping the future of customer operations, leading a team to drive efficiencies, and leveraging cutting-edge AI and automation tools to enhance customer interactions.

You’ll be responsible for managing inbound customer support and service operations, ensuring our customers have the best possible experience when interacting with Raylo. You will work cross-functionally with Product, Operations, Compliance, and Tech to improve processes and drive continuous service enhancements.

Your work will have a direct impact on customer satisfaction, retention, and operational efficiency. With a focus on scaling operations while maintaining excellence, you’ll set ambitious goals for NPS, CSAT, response times, and resolution rates.

- Lead & Scale Customer Support – Manage and develop the customer support team, ensuring they are equipped to deliver an outstanding customer experience.

- Optimise Performance Metrics – Own key customer support KPIs (NPS, CSAT, resolution times), ensuring continuous improvement in customer satisfaction and operational performance.

- Drive Operational Efficiencies – Identify and implement improvements in service processes, leveraging automation and AI tools (e.g., chatbots, self-service portals) to enhance efficiency and scalability.

- Cross-functional Collaboration – Work closely with Product, Supply Chain, Strategy and Compliance to identify friction points and implement strategic service improvements.

- Regulatory & Compliance Management – Ensure all customer interactions comply with our policies and FCA regulatory standards, managing risk effectively.

- Customer Advocacy & Insights – Use customer data to inform decision-making and influence product and service improvements that enhance the overall Raylo experience.

- Escalation Management – Handle high-priority customer issues efficiently, maintaining a customer-first approach while managing business risks.

- 10+ years of experience leading customer support operations in a D2C, FinTech, FMCG, or subscription-based business.

- A customer-obsessed mindset, with a passion for delivering outstanding service experiences.

- A strong track record in scaling and optimising customer support teams and operations.

- Data-driven decision-making, with expertise in customer service metrics (NPS, CSAT, response times) and continuous improvement methodologies.

- Hands-on experience with modern customer service platforms (e.g., Intercom, Zendesk), as well as data analytics, automation, and self service tools, to enhance support efficiency and effectiveness.

- Exceptional leadership and coaching abilities, with a focus on building high-performing teams.

- Strong problem-solving and stakeholder management skills, working cross-functionally to drive service excellence.

- A deep understanding of compliance and risk management in regulated environments.

We’re not looking for you to meet every point on this job description, please still get in touch if you think you could add value and do your best work here at Raylo. We'd love to have a chat and see if you could be a great fit.

We are continuously improving and listening to our quarterly employee surveys to provide the best opportunities and benefits for our employees. 

+ Share in Raylo’s success  – Stock options for all employees

+ Get the latest tech – Exclusive Raylo device lease for employees

+ 33 days off, your way – 25 days + 8 bank holidays with full flexibility to use on the days that mean the most to you 

+ Invest in your growth – L&D budget to support the skills you value

+ Fast-track your career – Two performance reviews a year

+ Family-first policies – 5 months full pay for primary caregivers, 1 month for secondary caregivers

+ Save big on childcare – Workplace nursery scheme for major cost savings

+ Perks on perks – Perkbox membership with discounts & wellbeing benefits

+ Good times, guaranteed – Optional quarterly socials, plus summer & Christmas parties

What’s next? 

Once you submit your application, our Talent Team will contact you if you have been shortlisted for the role for a Talent Screening call.

We set an exceptionally high bar at Raylo, and in return, we will aim to give you the best candidate experience possible. 

If there's anything we can do to make your application process easier for you, because of disability, neurodiversity or any other personal reason, please let us know. 

*As an FCA-regulated business, we conduct background checks (DBS and AML) on all successful candidates who are offered a position at Raylo during the onboarding process. 

At Raylo, we celebrate diversity and are committed to creating an inclusive workplace where everyone can thrive. We welcome people of all backgrounds, experiences, and perspectives, believing they make us stronger.