At Last®
Customer Operations Manager (Startup)
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Overview
Role: Customer Operations Manager
Location: London, hybrid — 1-3 days in the office depending on location
Salary: £36–£42.5k base (options available)
Opportunity: Join an early-stage startup and own customer operations as a function — with the scope to build the systems that support our business to scale.
About At Last
At Last® is creating the platform for any business to build their own shipping application. Handling consumer shipments — returns, exchanges, repairs, recycling — is one of the hardest parts of running a commerce modern business: the carrier rates, the customer journey, and the operational workflows behind both.
Backed by some of London's top investors, At Last is a profitable, fast-moving startup already used by some of the most recognisable brands in the UK including Tesco, Maebe (by Molly Mae), Threadbare and more. We are gearing up for continued growth in 2027 with a strong wedge in marketplace returns in service of our mission to provide world-class shipping apps for any business.
The role
At Last is looking for a Customer Operations Manager who is equally comfortable owning customer interactions and building systems. You will report directly to the company's CEO and commercial co-founder, owning the customer experience at every touchpoint — from onboarding and support, through to developing the systems that support our business to grow.
If you thrive in a small, fast-paced team and want to own and scale function rather than task list, this role offers real scope to build, and grow with the company.
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Your responsibilities
- Run onboarding from first install, to kickoff call to go-live as smoothly and efficiently as possible.
- Own support experience for customers — across Fin (Intercom) and our shared inbox — and set the bar for the quality of care our retailers and 3PLs receive.
- Configuring customer returns app, set up carriers, and get integration work moving
- Handle and improve carrier claims for our partners and customers
- Drive positive customer reviews and the opportunity to close small inbound sales
- Build the automations that put all the above on autopilot — with Fin, macros, help centre automations, n8n and more!
Must-haves
- 3–5 years in customer operations, support or customer success.
- Minimum 2 years in B2B SaaS, e-commerce or logistics
- You have handled a daily support queue at volume, recently, and are clear-eyed about doing it again.
- You are at ease speaking to customers live on calls — and you can explain how you know that they come away feeling looked after.
- You have real-world examples of building something that removed work — a macro set, a help centre, an AI agent, an automation — and can show us how
- Hands-on experience with relevant tools: support platforms, a CRM, ticket tracker and familiarity with automation tools like n8n, Make or Zapier
- You are a self-starter with experience successfully working with limited structure or supervision — and got on with it
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Bonus points
- You have configured Intercom Fin or a similar AI support agent
- Exposure or familiarity with Intercom, Linear, Attio, email productivity software like Superhuman or similar tools.
- Professional experience in returns, shipping or the Shopify ecosystem.
- You have written help-centre content or process documentation people actually refer to regularly
- You have worked in a company under 20 people
What you get
- £36–£42.5k base
- Options package available
- Hybrid working — 1-3 days in the London office dependent on location.
- 25 days holiday plus bank holidays
- Pension
- Be the first person to shape the customer operations function
- Be in the room with the Founders. Help shape what comes next.
Eligibility
- The right to work in the UK
The process
- 📥 Apply through the form— your CV, LinkedIn and a couple of short questions. 10 minutes. Apply
- 📞 Intro call, 15 minutes with one of our founders. Video call.
- 📝 A short take-home exercise — applying your knowledge to real-world examples. 1-2 hours.
- 🤝 In-person interview with James (product) and Joe (commercial). Present your take-home questions and deep-dive questions on automation + customer onboarding. 2 hours.
- ☕️ References and informal get-to-know chats with 1-2 other team-members.
- ✅ Offer
We move quickly and aim come back to you within a week of any call.
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