Customer Experience Operations Lead

Who We Are: We are rebuilding the energy transaction, making it transparent and fair. Our goal is to put power back where it belongs, in the hands of customers and to take on one of the most critical problems of our century, access to low cost electricity. tem exists to fix a broken global energy market that’s long favoured legacy operators, intermediaries, and opaque pricing. Today’s electricity system was not designed for rapid decarbonisation, AI-driven efficiency or fair access for the actual users - businesses and generators. We’ve built the first AI native transaction infrastructure to reinvent how electricity is bought, sold and priced. Our technology is designed to cut out the inefficient fees, automate complex market flows, and bring transparency and fairness to energy transactions at scale. In late 2025, after extraordinary growth, we closed a $75 million Series B - led by Lightspeed Venture Partners with participation from Albion, Atomico, Allianz, Hitachi Ventures,, Hitachi Ventures, Schroders Capital and others - positioning us for global expansion, deeper product innovation and category leadership. We’re scaling internationally and building toward a future where AI-driven infrastructure is foundational to electricity markets worldwide. Since launch, our modern utility product, known as RED, has already facilitated thousands of business customers and billions in energy transaction value, proving that modern software and AI can transform an industry built on legacy systems. At tem, we’re not just building another energy company, we’re rearchitecting market infrastructure so that transparency, efficiency and sustainability become the default, not the exception. At tem, everyone works in either an Engine or a Service. Engines are cross-functional teams focused on one part of the customer journey, and they own results from start to finish. Each Engine is responsible for improving a clear measure of success. Services are specialist teams that build shared tools and expertise, and they support Engines when needed. This setup helps us stay focused, move faster, and make it clear how each role contributes to the success of the business. The role We're looking for an Operations Lead for our Onboarding and Service cross-functional team. This is a role for someone who thinks in systems, spots gaps before they become problems, and is as comfortable designing a new process as they are getting stuck in to resolve an urgent operational issue. You'll set the strategy for CX operations, define the standards, and make sure the system runs reliably and scales well. What you'll do Systems, tools and automation Act as the operational backbone, maintaining and monitoring core workflows and systems so they are reliable, well-documented, and built to scale. Build and improve operational automations that route work intelligently, reduce manual effort, and align with business logic. Define triage protocols so customer queries are routed and resolved efficiently. Own the resolution of key operational issues, including hands-on support when needed. Process design and operational quality Work closely with the CX Lead to scope, develop, and continuously improve the operational processes that underpin customer experience at tem, translating CX strategy into a reliable, documented, and scalable operating system. Liaise across teams at tem to ensure operational processes are understood, joined up, and designed to scale, bringing coherence to how work flows across the business. Track and analyse customer issues to identify patterns, bottlenecks, and repeat offenders. Partner with Product to remove recurring friction and prepare CX for scale. Identify gaps in the operating system and make clear, well-reasoned decisions about how and when to fill them, balancing short-term fixes with long-term architecture. Make hard prioritisation and trade-off calls aligned with tem's North Star and goals. Cross-functional partnerships Partner with Product, Engineering, and Product Marketing to scope and QA internal and customer-facing releases, bringing an operational lens to everything. Liaise with other Ops leads as our agentic layer is built out, striking the right balance between automated and human CX structures and systems. People, knowledge and communication Mentor and guide junior Operations team members, supporting their growth without doing the work for them. Ensure knowledge is shared and processes are documented so the team can operate without single points of failure. Communicate clearly and proactively with stakeholders across all levels keeping the right people informed without creating noise. What we're looking for A background in Support Operations or CX Operations you understand how these functions work, what breaks them, and how to make them excellent. Someone who owns strategy and executes you're not here to think out loud and delegate. You'll roll your sleeves up. Strong systems thinking: you see the long-term shape of things, understand sequencing, and can make clear tradeoff decisions. Hands-on experience with CX platforms (Intercom or similar), automation tooling (n8n, Retool, or equivalent) and CRM tools (HubSpot or similar) Confidence with CRM tools, ideally HubSpot. Clear, direct communication skills written and verbal with the ability to document processes in a way that others can actually use. Comfortable working with technical teams and holding your own in conversations about tooling, automation, and agentic systems. Someone who spots gaps, takes ownership, and doesn't wait to be asked. Benefits and Perks Salary aligned to internal benchmarks and reviewed twice a year. Stock options so everyone has ownership in our mission. 25 days holiday plus public holidays. Swap public holidays for the ones that matter most to you, and enjoy your birthday off. Remote first and flexible working, with clear core hours and no internal meetings on Friday afternoons. Home working and wellbeing budgets: Up to £1,200 or €1,200 per year for your remote setup. Up to £150 or €150 per month for wellbeing. Interview Process We move fast. Most processes take 2 to 3 weeks from first chat to offer. If you need us to adapt anything, let us know. Intro call with Talent, 30 minutes. Hiring Manager interview, 60 minutes. Skills interview with the People team, 60 to 90 minutes, including a practical exercise review. Bar raiser with our founders, 45 minutes. We welcome applications from people of all backgrounds, experiences, and identities, including those that are traditionally underrepresented in the tech and energy sectors. If you’re excited about this role but not sure you meet every requirement, we’d still love to hear from you. Your unique perspective could be exactly what we’re looking for.