About Us
As one of the UK's most trusted partners in high-stakes exam preparation, Exam Papers Plus is redefining the path to success. Trusted by over 100,000 families, we deliver a structured, data-driven experience that adapts in real-time to individual learning profiles.
Our mission is to build the knowledge, mastery, and confidence required for peak performance, supporting every learner through every major academic milestone.
Your Role
This is an AI-native, player-coach role. You will personally build and run our customer operations from scratch, using automation to handle routine queries so you are free to do what matters: work with customers to understand what they need, and feed that intelligence back into the business.
You will own the tech stack, own the customer relationships, and own the commercial insight that comes from being closer to our families than anyone else in the company.
What you'll be responsible for:
- Build and run our AI-first support infrastructure: call centre tooling, automated triage, knowledge base, chatbot flows, and response templating. You build it, you own it.
- Be the primary point of contact for high-value customer conversations, personally leading outreach calls with families to gather feedback, support retention, and identify upsell opportunities.
- Feed front-line customer insight into product, content, and campaign decisions.
- Lead outbound initiatives where customer intelligence points to clear commercial opportunity.
- Own the reporting on automation performance, customer satisfaction, and commercial outcomes.
What you'll bring
AI and Technology
- Hands-on experience implementing AI support tooling: chatbots, automated triage, AI call centre platforms. We will ask you to walk us through something you have personally built.
- Comfortable working with modern CRM (Attio) and support platforms (Freshdesk), AI call automation (Retell, 11Labs)
- Automation-first mindset: when you see a repetitive task, you design it out.
Experience and Background
- 4+ years in customer-facing operations, ideally in SaaS, EdTech, or consumer tech.
- Equally comfortable building a workflow and picking up the phone to a customer.
- Commercially aware, with the confidence to spot and act on retention and upsell opportunities.
- Knowledge of education or the parent mindset is a genuine bonus.
Mindset
- Self-directed. You do not need a team around you to make progress.
- Excited by AI as a way to unlock better human interactions, not just cut costs.
- Curious about customers and confident feeding insight upward.
What success looks like
- Routine queries resolve automatically. Your time goes on the conversations that matter.
- A proactive outreach programme generating real commercial value through retention and upsell.
- You are the person in the business who knows the customer best, and it shows in the decisions being made around you.
What's on offer
- Reporting to: Head of Operations
- Salary: £50,000 to £60,000 depending on experience
- Pension: 5% matched
- Location: UK-based, minimum 2/3 days a week in our Farringdon office (London)