Special Ops Manager

  • 125 Kingsway, London WC2B 6NH, UK
  • Full-time

Company Description

flatfair is the UK’s fastest growing deposit alternative. Our mission is to make renting more affordable and accessible by offering deposit-free renting to millions of tenants across the UK.

The company was founded only 2 years ago and we are proud of what we have achieved so far:

  • We saved tenants millions in tenancy deposit costs
  • We partnered with some of the largest property firms globally and are growing sales by more than 50% every month
  • We have attracted millions in funding from leading investors

But there’s so much more we want to achieve!

Come and join our dynamic, inspiring team and transform the way people are renting through highly rewarding work in an exciting environment.

Job Description

Operations is at the heart of everything we do. Your work will be diverse, challenging and highly rewarding as we scale the business across the UK. You’ll be expected to roll your sleeves up and make an impact from day one.


  • You will play an integral role in helping us scale efficiently

  • Build out and improve our communications, procedures and policies 

  • Optimize operations through innovation and process development

  • Own the flatfair help center, FAQs and forum

  • Aggregate platform feedback and prioritise a pipeline of feature updates whilst collaborating with specialists, engineers, and product team members to develop and deploy features

  • Help create engaging marketing content on the website and elsewhere

  • Prioritize and deliver an outstanding customer service experience to flatfair’s tenants, landlords, agencies and strategic partners

  • Manage customer inquiries by phone, e-mail, and/or live chat

  • Implement creative ways to improve our customer relationships and increase business growth by starting innovative projects and promoting other flatfair products and services



  • The ability to think big and do what needs to be done with limited guidance

  • Exceptional communication skills

  • Entrepreneurial mindset and a willingness to get your hands dirty

  • Driven and confident personality, who can keep a cool head in times of crisis

  • Exceptional organizational skills and attention to detail

  • In-depth knowledge of Zendesk (macros, triggers, automations, analytics) a plus

  • Must love providing excellent customer service and going the extra mile

  • Ability to speak and write in English idiomatically


Additional Information


We offer the following benefits to all our employees (not to mention a fantastic work environment, inspiring colleagues and a ton of fun):

  • Stock options

  • Competitive salary (reviewed every six months)

  • Flexible working hours

  • 25 days paid annual leave

  • Weekly team lunch

  • Open kitchen with complimentary tea, coffee and snacks

  • Workplace pension scheme

  • Regular social events

  • The IT/hardware you need to get the job done

  • Learning and development allowance for conferences or courses

  • Dedicated time to contribute to open source

  • Awesome pet-friendly office in central London

To us, attitude counts just as much as skills... if not more.