Operations Associate

Looking to do work that matters?

We get it – it’s why most people come to Cleo. Together we’re fighting for the world’s financial health, building an AI that helps you make the best money decisions from day one. We’ve helped 4 million people so far with personalised insights and a voice you don’t expect in FinTech. But it’s time to do more.

As we enter the next phase, we’re looking for more improvisers, data geeks and grown ups who want to own their work and create meaningful change.

Watch this to dive a little deeper

Cleo builds a relationship with her customers that helps them transform their financial health, and gets them the products they need to save them money and reach their goals. As we scale, we’re bringing new features and products into the ecosystem at whiplash-inducing pace - across spending cards, credit score coaching, “debt crushing” services and beyond. To make this work at our global scale we’re looking for someone to manage operations across the Cleo platform. 

As Operations Associate, you will be a crucial part of the team scaling Cleo. Your focus will be on operationalizing our card product and building the processes to scale our customer support team, working closely with external partners, as well as product and customer support teams. 

This role reports into the Head of Business Operations & Partnerships.  

What you will be doing

• Collaboration & building a tight ship: You are the glue between product and Cleo’s external partners, not only will you ensure seamless flow of information and delivery, you will also build processes to simplify and improve the collaboration between the two.  
• Partnerships: Working with external partners to serve complex financial products, simply: serve as the project manager for some of Cleo’s most important partnerships, including day to day management of tasks, issue escalation and fraud/compliance oversight.
• Product ops: Building out processes, success measures and executing on initiatives to operationalize Cleo’s card operations, improve our systems and hit OKRs
• Customer support: Cleo is building a 2.0 CS experience, given the AI interface customers interact with. To develop our conversational AI, and build the right dedicated, expert CS team, you’ll be developing a strategy to scale CS sustainably as we add new products, including the process building to make the day to day effortless. 
• Data data data: Working with product analysts to build out reporting and analytics for our the Card products and Customer Service, identifying issues and customer needs as they arise and implementing solutions and tooling to resolve them  

About you 

• You have worked within a financial technology company and/or have experience in the financial technology sector, 3-5 years experience 
• You can demonstrate a sharp analytical mind, and the ability to identify root cause issues
• You have the ability to distill complex issues into structured frameworks and action plans, and communicate them clearly across company disciplines
• You have experience and are comfortable working closely with internal teams (across engineering, product and analytics) and external partners
• You’re good at working from 0-1 on problems, and can share examples of teams or operational processes and systems that you have scaled from idea to execution. 

Nice to haves

• You have worked in consumer lending, in cards before, and know how to operate at a fast pace with care
• You have worked at a VC-backed startup before, and seen hyper-growth in action
• You have managed sensitive commercial relationships with external vendors successfully, and can give examples of where you made a tangible business or customer impact through your relationships with these vendors.
• You have experience improving processes and efficiency for customer-facing teams 
• Experience in project management

What do you get for all your hard work?

• An above market compensation package (Base + Equity). We're prepared to pay for the very best
• Work at one of the fastest growing tech startups anywhere in the world who are backed by top VC firms, like EQT Ventures and Balderton
• The team is exceptional. You'll get to work with brilliantly forward-thinking and dedicated individuals every day
• Our mission is standout. We want to radically improve everyone’s relationship with money. We're not maximising the time consumers spend in a feed, getting fast food delivered, or building an incrementally better bank. We're changing an industry in a visceral way, which you get to see every day in our customer feedback

We are committed to making Cleo a more diverse and inclusive workplace. We are making continuous changes in order to make sure that all voices, especially those of minorities are heard, supported and celebrated. Our work doesn't stop at hiring, and we are providing every employee with training, support and development throughout their Cleo career, alongside training specific to inclusivity.