[Seedcamp Firsts] Scaling Customer Operations: Change is the only constant


This post is by Anamaria Iuga from Seedcamp


In Part II of our Seedcamp Firsts series on customer operations, Rona Ruthen and Natasha Lytton delve into scaling – a phase when change is the only constant.

Rona shares her incredible experiences scaling operations across various roles, including VP of customer operations at Monzo, where she helped the company grow from 1 million to six, all largely over the Covid pandemic. With more than 15 years of experience in FinTech financial services and payment solutions in companies in Israel and the UK, she is a seasoned expert in scaling up customer service and operations.

“You want everyone to be fully aligned with the vision of the company priorities and what you’re trying to achieve. If you get everyone behind that, everything else gets easier. It sounds simple, but when you’re a company that, let’s say where you were 50 people three months ago, you’re now 75, you’re going to be 150 in six months – not everyone remembers the priorities or the vision or understands it in the same way. You have to say it over and over again.

Rona Ruthen

If you’re short on time, we’ve pulled some key learnings for you below, but we strongly recommend you to listen to the full conversation to learn how to first set up customer operations in your company. 

Key Takeaways

  1. In the hyper-growth stage, change is the only constant. You have all the growing pains of a company that’s now growing super fast when you probably don’t have the (Read more...)