Customer Success Executive – Carwow
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OUR MISSION Carwow Group is driven by a passion for getting people into cars. That’s why we are building the go-to destination for car-changing, with a portfolio including Carwow, Auto Express, evo, Driving Electric and Car Buyer. What started as a simple reviews site has grown to one of the largest online car-changing destinations in Europe.
In 2024 we acquired Autovia, doubling our audience. We now have one of the biggest YouTube channels, publish magazines, and reach a wide audience online.
WHY JOIN US? We are winners of the Culture 100 award and recently raised $52m in funding to accelerate our growth. As pioneers, we continuously drive for new territory and positive change, building new experiences and listening to drivers. Being part of Carwow means championing drivers and the automotive industry, acting as a disruptor, and learning quickly from failures.
Our team of 500 employees across the UK, Germany, Spain and Portugal are expanding our mission across every brand and country we operate in. Join us!
CUSTOMER SUCCESS @ CARWOW We are seeking a dynamic and driven Customer Success Executive to join our Sell My Car team. You will guide car sellers through the Carwow auction process, ensuring a smooth and successful experience while maximizing their chances of selling their vehicles. You will combine strong communication with a customer-centric approach to build rapport and keep sellers informed throughout the process.
KEY RESPONSIBILITIES
* Manage a lead pipeline of potential customers looking to sell their car via our online auction.
* Review car listings uploaded by sellers for accuracy and completeness; work with sellers to address omissions or errors before auction.
* Provide expert advice to sellers, balancing price expectations with market realities to maximize sale chances.
* Explain the Carwow auction process clearly and ensure sellers are committed to selling through our platform.
* Handle negotiations and customer objections.
* Communicate effectively with sellers via phone, email, live chat, and SMS; address questions or concerns.
* Maintain accurate records of all interactions and ensure smooth handoffs to other teams as needed.
* Collaborate with the team to contribute to overall performance by meeting targets for vehicles listed and pipeline conversion.
* Work with cross-functional teams to provide insights and feedback for growth.
KEY REQUIREMENTS
* Experience in a target-driven environment with independent pipeline management.
* Excellent written and verbal communication; ability to build rapport with sellers from diverse backgrounds.
* Proactive, customer-focused approach with a genuine desire to help sellers achieve their goals.
* Strong attention to detail and organizational skills for listing accuracy and follow-up.
* Ability to work independently and as part of a team in a positive, collaborative environment.
* Comfort using multiple channels (phone, email, live chat, SMS).
* Flexible to work 9 am–7 pm, Monday to Sunday, on a rotating shift basis (37.5 hours/week).
* Hybrid working with a minimum of 3 days per week in the office.
* Enthusiasm for the automotive industry is a plus.
Benefits
* Competitive salary + commission
* Company share options
* Enhanced holiday package; 36 days’ annual leave
* Wedding day, house move day, and long-service leave enhancements
* Annual leave milestones (30 days at year 3, 35 days at year 10)
* Option to buy extra holiday days
* Pension via Royal London; Vitality Private Healthcare
* Life Assurance; mental wellbeing support
* Work from abroad for a month
* Inclusive parental and family leave policies
* Childcare support and tech equipment allowance
* Professional development budget and regular social events
Diversity and inclusion is an integral part of our culture. We welcome applicants from diverse identities, backgrounds and experiences and base decisions on experience, skills and potential.
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