Customer Operations Specialist

Working hours: Full time, UK hours (9am–5:30pm GMT)

Location: Remote - Luzon residents preferred (we occasionally host in-person tea ---------- et-ups and the majority of our Philippines-based team live on Luzon)

*About Us*

Zencity is a mission-driven startup re-inventing the way governments hear from, understand, and engage with their residents. Our community voices solution and community survey services use advanced AI to help government organizations make data-driven decisions.

Our global team of urban enthusiasts and data geeks works with over 300 cities - from Los Angeles to London. If you’re passionate about joining a growing and dynamic company focused on leveraging data and tech to work on real-world challenges and radically improve life in cities - your place is with us!

*About The Role*

The Operations Specialist plays a central role in keeping our business operations running smoothly. You’ll succeed in this role if you’re organised, flexible and pro-active, with a strong eye for detail.

Your responsibilities will include:
- Creating and configuring new client setups
- Connecting data sources
- Building surveys and content pages
- Troubleshooting configuration issues raised by clients or internal teams, escalating to product or engineering where appropriate
- Training our AI models
- Running reports
- Content moderation
- Data extraction
- Maintaining accurate records in our ticketing and project tracking tools (Zendesk, Hubspot, ---------- )
- Helping cover Support tickets during peak periods or coverage gaps

This is a remote role - you'll need a stable internet connection and power supply to begin with, you’ll also need to own a computer/laptop capable of joining Zoom calls, running web-based software, etc. After your probationary period (3 months), we'll provide you with a company laptop and backup power supply if needed.

*Requirements*

Essential:
- Exceptional English - flawless written English and highly proficient spoken English
- Detail-obsessed - you spot the typo, the misaligned setting, the wrong category that everyone else missed
- Tech-savvy and quick to learn - comfortable picking up new web-based platforms, configuration tools, and CRMs
- Self-motivated and reliable - you manage your time, you're present and responsive during your shift, and you follow through on what lands in your hands
- Strong communicator - you escalate early, flag risks ahead of time, and write clearly to both technical and non-technical audiences
- Resilient and adaptable - comfortable in a fast-moving scale-up with ambiguity and shifting priorities

Desirable:
- 1+ years in a SaaS implementation, configuration, onboarding, or technical support role
- Working knowledge of HTML/CSS, or experience configuring/customising web-based platforms
- Experience running QA, pre-launch checks, or structured testing against documented criteria
- Experience with helpdesk and project tracking tools (Zendesk, HubSpot, ---------- , Jira, or similar)
- Experience with surveys, forms, or community engagement tools

*How We Work*

We hold ourselves to a high professional standard, and we expect the same of every tea ---------- mber. That means:
- Being present, reliable, and reachable during your scheduled hours - at your workstation, in Slack, and joining meetings on time with your camera on
- Communicating early when something goes wrong - power cuts and internet drops happen, but we need to hear from you before you disappear, not after
- Taking ownership of what lands in your queue and following it through to resolution, or handing it off cleanly with full context
- Treating SLAs as commitments, not guidelines - and escalating early when at risk of missing one
- Asking for help when you need it - there is no shame in not knowing the answer, only in not asking