AI & Automation Specialist - Customer Operations (6 month contract)

Location: Remote with potential to travel to London

About tiney

We’re building a platform that enables people to open and run their own home-based childcare businesses, allowing passionate early years educators to focus more energy on the children, enjoy doing what they love, and spend less time on the complex business admin and compliance that comes with the job.

We launched in early 2020, have raised Series A funding from top European investors. We're at an exciting stage of growth — we have over 800 registered childcare providers in England and we're processing over £15M per annum of childcare payments through our platform. We believe we have a truly sustainable business model with real revenues and a clear path to profitability.

We have global ambitions and believe that the key to our success will be exceptional technical and product execution. Our vision is to make the entire customer experience of choosing and buying childcare, and managing a childcare business, to be as seamless, joyful and safe as modern digital consumers have come to expect.

Childcare is a famously hard sector to crack, but at tiney we believe our unique team, business model and regulatory/market conditions make us the ideal candidates to have an unprecedented impact. Now's an amazing time to join us on this journey.

About the role

We’re looking for a smart, technical generalist to increase the efficiency and effectiveness of tiney’s customer operations team by optimising the workflow and tooling. You’ll find and implement low / no code solutions that help our 25 strong team work smarter and give us better insights to improve customer service. You’ll identify bottlenecks and workflow inefficiencies, utilise the AI capabilities across our stack - Intercom, Aircall, Slack, Zapier, BigQuery, Metabase and work with Engineering on integrations and automation. This will help to improve the service we provide, and enable us to grow the customer base without linearly growing our customer services team. Pattern recognition superpowers, confident technical skills and startup experience are a must.

This role is initially a 6 month contract with a day rate of between £500-600 depending on your experience.

Responsibilities

• Identify bottlenecks and inefficiencies in current workflows and processes. Size and prioritise the opportunities for improvement.  

• Find and implement low / no code solutions to drive improvements, including but not limited to leveraging Intercom’s AI capabilities, re-engineering processes, data integrations etc

• Measure the impact of the changes you made and build reporting to continuously drive insights that help identify further improvements.

About you

• You have superb analytical skills and pattern recognition.

• You are confident in your technical skills - you understand API documentation and are able to write and implement simple scripts yourself.

• You demonstrate customer empathy - you complement data insights with understanding the customer experience and take that into account. Not your classic consultants with spoons story.

• You have a growth hacking mindset - test, measure and iterate.

• You have experience of successfully working in a start up (Seed to Series B)