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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in automating customer support workflows and analytics, with a strong focus on AI integration and operational efficiency. Proficient in managing helpdesk platforms and ensuring data quality for compliance and reporting.
Highest-signal resume keywords
Helpdesk Platform ExperienceWorkflow AutomationAI/ML Features ImplementationCustomer Operations AnalyticsData Quality Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
API ConnectorsAutomationGDPR ComplianceRoot Cause AnalysisTicket TaxonomyOmnichannel Volume TrackingDeflection MeasurementChatbot IntegrationE-commerce OperationsChargeback Management
Soft Skills
Stakeholder CommunicationFeedback SharingProblem Solving
Tools & Technologies
ZendeskIntercomDixa
Industry Keywords
Customer SupportE-commerceMarketplace OperationsAutomation Workflows
About the role
Key responsibilities & impact- Handle customer queries and requests when needed
- Implement AI workflows to autonomously handle high-volume, repetitive inbound requests, including refunds, order status, returns, and payment issues
- Tune AI deflection thresholds, fallback routing, and handoff criteria to balance automation quality
- Automate recurring manual tasks such as GDPR deletions, chargebacks, moderation flags, and product data fixes
- Build API connectors and audit workflows to catch and escalate edge cases without human review loops
- Document automation assumptions and thresholds
- Measure deflection lift and accuracy
- Own customer operations analytics, including ticket taxonomy, omnichannel volume tracking, and live reporting
- Build operational dashboards showing real-time customer friction drivers
- Feed business insights and root-cause analysis back to Product teams
- Maintain data quality and audit trails for GDPR, chargeback disputes, and refund accuracy
- Share feedback and insights with stakeholders through forums
- Own the systems, workflows, automation, and reporting that enable customer-care scaling
Requirements
What you’ll need- Hands-on experience with helpdesk platforms such as Zendesk, Intercom, or Dixa
- Experience using workflow automation, routing, and AI/ML features in production
- Ability to identify root causes from messy ticket data and propose systems solutions
- Exposure to AI in customer support, including chatbots, deflection, and intent classification (nice-to-have)
- Experience in fast-growth e-commerce operations (nice-to-have)
- Experience migrating helpdesk platforms or CRM systems (nice-to-have)
- Chargeback experience (nice-to-have)
- Experience with marketplace companies similar to Lyst (nice-to-have)
Benefits
Comp & perks- Hybrid working: office attendance on Tuesdays and Thursdays, with remote or office work available on other days
- 29 holidays per year in addition to 8 statutory bank holidays
- Enhanced Family Leave for eligible employees
- Paid Time off for Dependents
- Support for Fertility Treatment & Loss
- Annual clothing allowance on Lyst, starting at £250 and increasing up to £1,000 with length of service
- Comprehensive private healthcare scheme through Vitality from the start date
- Annual training allowance of £1,000 for conferences, industry events, training courses, and resources
- Pension scheme with minimum 5% employee contribution and 3% employer contribution
- Free annual eye test and discount toward glasses
- Cycle-to-Work Scheme
- Interest-free transport season ticket loan
- Company-wide social events and team interest groups
- Flexible working arrangements discussed
- Inclusive workplace committed to diversity and equal treatment