Operations & Customer Success Specialist

About the Product

A UK B2B SaaS platform that helps travel agencies and tour operators automate regulatory compliance (ATOL/CAA). The platform handles certificate issuance, licence limit tracking, regulatory return preparation, and API integrations with clients' booking systems. It is fully live with paying customers in a defined UK market of ~1,700 licence holders.

 

Who We Are Looking For

An Operations & Customer Success Specialist to guide the entire client operations workflow - from assisting with scheduling the first demo call to ensuring smooth onboarding and ongoing customer care.

You will:

• Connect with clients before a demo (confirming meeting times and sending prep materials), then follow up after the call, answer questions, and assist with getting agreements signed.

• Set up new company accounts and help users get comfortably up and running on the platform.

• Coordinate migration for existing customers: agree on convenient switch dates, collaborate with developers, and verify data accuracy.

• Support sales and marketing initiatives: research prospective clients, draft LinkedIn and email messages, help with sales materials, and write short LinkedIn posts on ATOL topics.

• Keep CRM records accurate and share weekly updates on demos, signed agreements, and live accounts.

Must Have

• Resourceful and inquisitive mindset. We provide access, documentation, and context, encouraging you to explore docs, the product, or AI tools to find answers before escalating questions.

• Attention to detail. You verify facts and information before sending them to clients.

• Strong English (written and spoken). Clear and professional written email skills, confidence on calls with UK company directors, and ease with understanding British accents. Native status is not required.

• Comfort with details and numbers - thoughtful approach to compliance rules and contract paperwork.

• Organised. Ability to manage multiple small tasks concurrently, tracking next steps and meeting deadlines.

• Aligned with UK business hours. Working schedule aligned with the London business day (~11:00–19:00 Kyiv time).

 

Nice to Have

• 1.5+ years of experience in B2B Customer Success, Account Management, SaaS Onboarding, or Sales Operations.

• Experience supporting B2B sales or marketing: prospect research, outreach support, and LinkedIn content creation.

• Experience working with UK clients or within TravelTech / FinTech / RegTech / other regulated fields.

• General understanding of tech concepts (e.g., what an API is and how to clearly communicate issues to developers).

 

What We Offer

• A supportive ramp-up period - your first weeks are dedicated to learning ATOL rules and the product at your own pace, sitting in on calls to get a feel for how we interact with clients.

• Clear opportunities for growth - over time (~after 3 months), you will begin running demos, leading onboarding sessions, and exploring outreach to new prospective clients.

• Direct and open collaboration with company leadership with zero bureaucracy.

• Flexible remote work schedule aligned with UK business hours.