About InvestEngine

InvestEngine is a fast-growing UK investment platform making investing simpler, fairer and more transparent. We operate in a regulated environment, serve tens of thousands of clients, and scale through strong systems, disciplined operations and high-ownership teams.

As we grow, we are strengthening our operational leadership on the ground. This role is a key part of that next phase.

The role

We are looking for a CX Operations Lead to provide senior, hands-on operational leadership for our Client Experience team based primarily in Tbilisi.

This role exists to bring structure, consistency and operational discipline to day-to-day CX delivery, while raising the bar on how the team uses tools, data and judgement to scale. You will be the most senior operational presence in Tbilisi, working closely with the London-based Head of Client Experience.

This is not a passive people-management role. You will be accountable for how the CX operation actually runs.

What you’ll be responsible for

Operational leadership

• Own day-to-day CX delivery across Tbilisi-based shifts, including queue management, handovers and weekend coverage.

• Maintain tight control of backlogs, SLAs and quality standards.

• Act early when performance slips — do not allow issues to drift or escalate unnecessarily.

People management

• Line-manage CX Analysts and Senior Analysts based in Tbilisi.

• Set clear expectations around ownership, judgement and decision-making.

• Coach team members to solve problems independently and raise the standard of what “senior” means.

• Address underperformance directly and constructively.

Tooling and leverage

• Drive consistent and effective use of CX tools, workflows, macros and reporting.

• Challenge manual work, duplication and low-value activity.

• Turn repeat issues into permanent fixes in partnership with Operations, Product and Technology teams.

Continuous improvement

• Replace “we need more people” with evidence-based analysis and better ways of working.

• Expect senior team members to bring options and solutions, not just problems.

• Deliver regular, incremental improvements to how the CX function operates.

Stakeholder collaboration

• Act as the primary operational counterpart for CX in Tbilisi.

• Communicate clearly and proactively with London-based leadership.

• Escalate issues early, with context, data and proposed solutions.

What we’re looking for

• Experience leading operational or customer-facing teams in a fast-paced, structured environment.

• Strong operational judgement and comfort making decisions close to the work.

• A practical, systems-oriented mindset — you look for leverage, not just effort.

• Confidence setting standards and holding people to them.

• Curiosity about tools, workflows and process design, even if you are not technical.

• Clear, calm communicator who is respected locally and trusted by senior stakeholders.

Experience in regulated, financial services or high-volume support environments is a strong advantage.

Why this role matters

This role allows InvestEngine to scale Client Experience through better execution, stronger leadership and smarter use of technology — not through uncontrolled headcount growth.

If successful, you will materially reduce operational noise, improve quality and enable senior CX leadership to focus on strategy and long-term improvement.

What We Offer

Impact from day one
You’ll take on meaningful work from the start, tackling real challenges that drive the stability, efficiency, and growth of our business.

Room to grow
As we scale, you’ll have opportunities to expand your responsibilities, influence how we work, and help shape our long-term direction.

Transparent and open culture
We share decisions openly, keep communication channels clear, and encourage collaboration across every part of the business.

Supportive, high-calibre team
Work alongside talented professionals who are experts in their fields — smart, driven, and generous with their knowledge.

Remote-first and flexible

B2B contract, work with flexibility and ownership over your schedule and location.

Our Hiring Process

1. Introductory call with our Talent team,

2. Gamified cognitive assessment to understand how you think and problem-solve,

3. 2 competency interviews focused on your experience in CX and team management.

4. Senior leadership interviews to explore alignment with our culture, values, and strategic direction