Full time

Operations Manager

Help our small but nimble Operations team scale and provide a wonderful experience for our customers

About the role

We are looking for an Operations Manager to help our small but nimble Operations team scale and provide a wonderful experience for our customers.  The objective of this role is to develop, implement, and monitor day-to-day operational systems and processes to support and drive the goals and direction of the company. 


Customer Operations 

Define and deliver the operational strategy to:

  • Handle customer queries across our different platforms, 

  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

  • Go the extra mile to engage customers, acting as an advocate for the Sling Community 

  • Creating and managing customer management and operational processes

  • Working closely with product, marketing and compliance teams to understand and give input into product changes relating to the customer impact

  • Implementing the best customer services and experience solutions to suit our customers and business needs. 

Payment Operations 

  • Supporting our Partnership Lead to ensure that the operational aspects of managing our relationship with our payment and banking partners are well managed, such as:

  • Developing and driving implementation of leading best practice back office operations strategies and processes

  • Set and maintain agreed internal quality standards / SLAs

  • ­Managing operational relationships with payment providers and banks 

  • Maintain agreed external quality standards / SLAs

Expected Skills

  • 10+ years in a leadership role in an early-stage start up, Fintech or fast-paced company 

  • Strong organizational, communication, and leadership skills, backed by previous professional success

  • Superior knowledge of multiple operational functions and principles, including payments, customer service and employee management

  • Proven ability to plan and manage operational processes for maximum efficiency and productivity

  • Having a strong background in live chat, like Intercom, is a big bonus

  • Eager to work in a very small team environment

  • Ability to source your own data and use it to drive results

About Sling

Sling aims to create a world where sending and receiving money is effortless. The app allows users to pay people, and not numbers - no account numbers, IBAN or sort code needed, all you need is the recipient's name to send them money. The app leverages blockchain technology to allow for almost instant money transfers, in any currency, for a negligible fee. Sling is available in 25+ countries and is available in the Android and iOS app stores. Sling is a product by Avian Labs, Inc.

About Avian Labs, Inc

Avian Labs, Inc is our parent company. We’re backed by world-class investors like Ribbit Capital and Slow Ventures and our founding team is composed of senior people who have helped build and scale global companies like Facebook, Deliveroo, Spotify and Monzo Bank. We are deeply ambitious and want to build something that changes the world for the better

About the role

We are looking for an Operations Manager to help our small but nimble Operations team scale and provide a wonderful experience for our customers.  The objective of this role is to develop, implement, and monitor day-to-day operational systems and processes to support and drive the goals and direction of the company. 


Customer Operations 

Define and deliver the operational strategy to:

  • Handle customer queries across our different platforms, 

  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

  • Go the extra mile to engage customers, acting as an advocate for the Sling Community 

  • Creating and managing customer management and operational processes

  • Working closely with product, marketing and compliance teams to understand and give input into product changes relating to the customer impact

  • Implementing the best customer services and experience solutions to suit our customers and business needs. 

Payment Operations 

  • Supporting our Partnership Lead to ensure that the operational aspects of managing our relationship with our payment and banking partners are well managed, such as:

  • Developing and driving implementation of leading best practice back office operations strategies and processes

  • Set and maintain agreed internal quality standards / SLAs

  • ­Managing operational relationships with payment providers and banks 

  • Maintain agreed external quality standards / SLAs

Expected Skills

  • 10+ years in a leadership role in an early-stage start up, Fintech or fast-paced company 

  • Strong organizational, communication, and leadership skills, backed by previous professional success

  • Superior knowledge of multiple operational functions and principles, including payments, customer service and employee management

  • Proven ability to plan and manage operational processes for maximum efficiency and productivity

  • Having a strong background in live chat, like Intercom, is a big bonus

  • Eager to work in a very small team environment

  • Ability to source your own data and use it to drive results

About Sling

Sling aims to create a world where sending and receiving money is effortless. The app allows users to pay people, and not numbers - no account numbers, IBAN or sort code needed, all you need is the recipient's name to send them money. The app leverages blockchain technology to allow for almost instant money transfers, in any currency, for a negligible fee. Sling is available in 25+ countries and is available in the Android and iOS app stores. Sling is a product by Avian Labs, Inc.

About Avian Labs, Inc

Avian Labs, Inc is our parent company. We’re backed by world-class investors like Ribbit Capital and Slow Ventures and our founding team is composed of senior people who have helped build and scale global companies like Facebook, Deliveroo, Spotify and Monzo Bank. We are deeply ambitious and want to build something that changes the world for the better