Operations & Client Success Associate

About

A fast-growing technology company in the luxury services sector is seeking a highly organised and detail-oriented Operations & Client Success Associate to support client onboarding, operational development, and executive coordination.

This role sits at the centre of the business and will work closely with the CEO to ensure client relationships run smoothly while helping to refine internal processes as the company grows. The platform integrates messaging technology with business systems to deliver a seamless concierge-style experience for clients across industries such as luxury hospitality, private members’ clubs, super yachts, premium retail, and high-end real estate.

This is a foundational hire, ideal for someone who enjoys building processes, working with emerging AI tools, and operating in a dynamic start-up environment.

The role will initially require 10–20 hours per week, with the potential to grow as the business expands.

Responsibilities

Client Success & Onboarding

• Lead the onboarding process for new clients, ensuring a smooth and structured experience from initial introduction through to system launch.
• Conduct onboarding and discovery calls with client teams to gather required information such as brand assets, service menus, tone-of-voice guidelines, and system access details.
• Coordinate onboarding timelines and maintain clear communication with clients to ensure deadlines are met.
• Act as the primary contact for clients during onboarding and early implementation.
• Maintain strong client relationships through proactive communication and regular check-ins.
• Gather client feedback during and after onboarding and relay insights to support product and service improvements.

AI Systems & Operational Development

• Work within the company’s internal platform to support the refinement of AI-driven workflows.
• Assist with testing messaging conversation flows before they are launched to ensure quality and user experience.
• Support the development and improvement of internal systems, prompts, and processes as the product evolves.
• Use AI tools and automation platforms to streamline internal operations and improve efficiency.

Executive Support

• Provide operational and administrative support to the Founder, including managing priorities, follow-ups, and meeting preparation.
• Assist with preparing materials for client meetings, investor discussions, and strategic conversations.
• Ensure communications and tasks are tracked and completed efficiently.
• Identify priorities and escalate key matters where necessary.
• Assist with refining proposals, presentations, and client-facing materials.
• Conduct research on potential clients and support outreach initiatives.
• Help refine sales and onboarding documentation as the product and service offering evolves.

Requirements

Experience

• Previous experience in client success, operations, executive support, account management, or a similar role.
• Experience working in technology-driven environments, start-ups, or service-focused industries is advantageous.
• Exposure to luxury hospitality, premium brands, or high-service environments would be beneficial but is not essential.
• Exceptional written and spoken English communication skills.
• Confident communicating with clients in a professional and warm manner.
• Highly organised with excellent attention to detail.
• Comfortable working with technology platforms and emerging AI tools.
• Interest in learning and working with tools such as automation platforms, no-code tools, APIs, and prompt-based workflows.
• Strong time management and the ability to work independently in a remote environment.
• Proactive problem-solving mindset with the ability to identify improvements and implement solutions.

Personal Attributes

• Professional, reliable, and client-focused.
• Strong personal standards and commitment to quality.
• Curious and open to learning new tools and technologies.
• Able to manage multiple priorities while maintaining accuracy.
• Interested in growing with an early-stage business over the long term.