Company Overview
As part of Zellis Group, we are four distinct award-winning businesses – Zellis, Moorepay, Benifex, and Hastee.
Hastee is an award‑winning fintech company offering a leading financial wellbeing platform. Our solution enables employees to access their earnings flexibly at any point during the month, while also providing comprehensive tools for money management, budgeting, and sustainable saving. We operate on a B2B2C model, partnering with large and medium‑sized enterprises who then offer the Hastee app as a valuable benefit to their workforce.
Our innovative technology is built to enhance workforce productivity, ultimately benefiting organisations as a whole. We are proud to have achieved a Net Promoter Score (NPS) of 76 and an average rating of 4.8 out of 5 on both the Apple Store and Google Play. To date, we have secured over 300 clients, including McDonald’s, PayPal, and the NHS. Hastee has offices in London and Barcelona, is backed by leading fintech investors, and is committed to helping workers navigate the cost‑of‑living crisis.
As Deputy Manager- Customer Operations and Advocacy at Hastee, you will own and continuously optimize our user‑facing operational engine, ensuring it is scalable, data‑driven, and increasingly AI‑enabled. This role goes beyond reactive support, combining hands‑on operational execution with process design, automation, and proactive issue prevention.
You will be responsible for ensuring seamless day‑to‑day operations across B2C users, including accurate data uploads (workers, shifts, payroll), incident management, and high‑quality support delivery. You will work closely with Customer Success Managers, the Support team, Product, and Engineering to safeguard data quality, meet SLAs, and enable Hastee to scale without linear headcount growth.
Key Responsibilities
Operational Excellence & Process Ownership
- Own end‑to‑end user operational workflows, including worker uploads, payroll files, shifts, client changes, and incident resolution.
- Map, document, and maintain SOPs with a design‑for‑scale mindset, continuously improving efficiency and reliability.
- Identify bottlenecks, rework loops, and failure points, redesigning processes to reduce manual effort and error rates.
- Define, monitor, and improve operational KPIs such as SLA adherence, resolution time, error rates, and rework.
AI & Automation Enablement
- Identify opportunities to introduce AI‑assisted and automated workflows across client operations and support, such as:
- Intelligent ticket triage and routing
- AI‑generated first responses for common client and user queries
- Automated validation of payroll and worker data uploads
- Pattern detection for recurring incidents or client risks
- Partner with Product, Engineering, and Support to deploy AI tools that augment (not replace) human judgment.
- Ensure all automation and AI usage adheres to data privacy, compliance, and audit requirements.
Scalable User Support Operations
- Ensure consistent, high‑quality support for end users across all help channels.
- Reduce dependency on ad‑hoc, manual support by shifting volume towards self‑service, automation, and proactive communication.
Data Quality, Risk & Proactive Issue Prevention
- Use data, reporting, and AI insights to anticipate issues before they impact our users.
- Represent the operational voice of the customer internally, providing structured feedback to Product and Tech teams to drive platform improvements.
Cross‑Functional Collaboration
- Work closely with Customer Success, Product, and IT to deliver scalable operational solutions.
- Translate operational pain points into clear requirements for automation, tooling, or product enhancements.