We're hiring a Customer Service Manager role for a direct to consumer subscription start-up company in London, with hybrid working.
The company is one of the fastest growing bootstrapped consumer businesses in the UK.
They are now hiring across a number of key functions within the business, and are looking to take the company to the next level by launching new products and launching into new markets.
This is a newly created role, that will be reporting directly to the founder, and that will be responsible for leading and scaling their customer service function.
Key Responsibilities:
1. Lead, mentor, and grow a high-performing customer service team.
2. Develop and implement customer service policies, procedures, and best practices.
3. Monitor customer interactions and feedback to identify trends and opportunities for improvement.
4. Manage escalations and ensure timely, effective resolution of customer issues.
5. Collaborate with product, marketing, and operations teams to enhance the customer journey.
6. Leverage data and insights to improve response times and service quality.
7. Utilize customer support tools and technologies to streamline processes.
8. Foster a customer-centric culture within the company.
What We’re Looking For:
1. Proven experience in a customer service leadership role, preferably in a fast-paced start-up or consumer-focused company.
2. Strong leadership skills with a passion for team development.
3. Excellent communication and problem-solving abilities.
4. Experience with customer support platforms (e.g., Zendesk, Intercom, etc.).
5. A data-driven mindset, with the ability to translate insights into action.
6. A proactive, hands-on approach with a customer-first attitude.
Salary up to £45k plus shares and good benefits.
Seniority level
Associate
Employment type
Full-time
Job function
Customer Service
Industries
Consumer Services, Food and Beverage Services, and Food and Beverage Manufacturing
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