Overview
Customer Success Manager - London (Shoreditch Area)
Pump.co Shoreditch, England, United Kingdom
What You’ll Do
* Utilize critical thinking and troubleshooting skills to diagnose and resolve potentially complex customer issues, leveraging internal tooling and engineering support
* Collaborate with the support lead on documentation, escalations, product feedback, and cross-functional communication with other teams and third parties
* Work directly with some of the fastest-growing companies around the world, building strong customer relationships
* Grow and learn in a fast-paced, high-ownership startup environment with global impact
* Handle support requests via phone, email, and chat, helping Pump scale customer operations across regions
* Contribute to maintaining an industry-leading customer satisfaction rate
* Act as a key part of the feedback loop to inform product improvements and customer experience
* Become an expert in the Pump platform to deliver exceptional customer guidance and value
What You Need
* 1–3 years of experience in a customer support or technical support role.
* Excellent verbal and written English communication skills.
* Comfortable working across time zones and collaborating remotely.
* Strong troubleshooting, critical thinking, and investigative skills.
* Desire to take ownership, learn quickly, and grow within the company.
* Comfortable working flexible hours, including evenings and occasional weekends.
Nice to Haves
* Experience with tools like Zendesk, Intercom, or similar platforms.
* Familiarity with cloud platforms (AWS, GCP, etc.) or fintech tools.
* Prior experience in a fast-paced startup or SaaS environment.
Benefits
* Competitive salary aligned with local market standards
* Performance-based bonuses
* Company equity options
* Comprehensive healthcare coverage
* 32 vacation days and unlimited sick leave
* Quarterly team retreats and offsites
* Flexible work arrangements, including hybrid/remote options where applicable
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