Introduction BackPedal is pioneering stolen bike recovery in the UK. We’re a fast-growing start-up with big ambitions — this role sits at the heart of our operations. You’ll be the “eye in the sky”, coordinating our field agents and working closely with the founders. There is significant scope for progression for sharp, hard working candidates who can offer something special. Role Summary This role blends sharp judgement with thorough administration. It’s exciting, fast-paced but also requires grounded discipline. As you grow, so will our systems — and you’ll help shape and improve them. When a bike is stolen, we need to quickly assess how and when to deploy. You’ll weigh up many factors like bike and customer type category, GPS history, tracking accuracy, geography, and other nuanced signals. Some customer communication and light account management are also part of the role. What we're doing is groundbreaking and you will be at the sharp end Key Attributes Conscientious, detail-oriented, and disciplined Strong problem-solving and decision-making skills, especially in novel situations Trustworthy, and comfortable owning mistakes to move forward Sees challenges as opportunities rather than frustrations A rounded personality—intellect paired with strong communication Appreciates the pace and fluidity of start-up life Calm under pressure, with grit and resilience Passionate about the mission and motivated to contribute Understands that progression is earned through competence and hard work Self-driven, organised, adaptable, and happy improving processes as we scale Willing to sometimes work unsociable hours Skills Operations experience helpful but not essential - multitasking across parallel jobs Tech-savvy and quick to learn new tools (Airtable experience a real advantage, or proficient with CRM, case management, and data tools) Understanding importance of structured data - allowing us to categorise, progress and update cases Excellent communication and interpersonal skills: empathetic with customers, clear with colleagues, assertive when needed Role Responsibilities Case Management & Process Improvement Oversee recovery cases from start to finish, ensuring everything is logged, tracked, and followed up Spot operational inefficiencies, map workflows, and propose improvements Maintain quality standards across legal, operational, and customer experience areas Customer & Stakeholder Communication Be the primary contact for customers during theft and recovery, providing clear updates and support Manage relationships with B2B clients, balancing great service with protecting company interests Build trust with partners while maintaining boundaries and ensuring fair outcomes Data Management & Insight Proactively identify problems, trends, and inefficiencies through data Business Growth & Marketing Support Contribute ideas to support growth Help refine messaging and identify new audiences Support initiatives that build awareness and engagement Nice to have Understanding of IoT and demonstration of tech savvy credentials Knowledge, experience or interest in the bicycle / e-bike industry Solid academic credentials What’s in It for You Salary Bonus Equity options Work from home (but with access to London for team meetings) Significant opportunity for progression as a core early employee Application question(s): Are you able to make periodic visits to our London offices? Tell us why you applied to the role and why you think you are a good fit (you can treat as a cover letter)? No AI or generic answers please - write in your own words.