Bunch City Of Bristol, England, United Kingdom
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Location: Hybrid - Bristol office 3x per week
Reports to: Head of Customer Experience
Introduction to Bunch
At Bunch, we believe managing your home bills should take minutes - not months of chasing. So we’ve built the smartest way to handle shared household costs, starting with a single fixed monthly payment that covers everything from energy to broadband to water. No more awkward money chats. No more missed due dates. No more stress.
We exist to give people back their time, their headspace, and a bit of sanity. Because in a world that’s always on, admin shouldn’t be another full-time job.
We’re a fast-growing team with a rebellious streak. We challenge the way things have always been done and ask: how can this be smarter, easier, better for the customer?
We’re looking for people who are bold, human, and obsessed with making things simpler. People who thrive in fast-paced environments, love solving real-world problems, and care deeply about the impact their work has.
Role Overview
We’re looking for our first Customer Support hire to join Bunch in our Bristol office who’s ready to roll up their sleeves, chat with customers, solve problems and contribute to building what great support looks like.
You’ll start by owning our customer support experience end-to-end: responding to queries, finding fast and friendly solutions and spotting opportunities to make things smoother for our customers. As we grow, you’ll help shape the team by defining processes, setting standards and eventually stepping into a leadership role where you’ll coach and manage others.
You’ll have a big impact from day one focusing on driving customer satisfaction (CSAT), improving how we communicate and making sure every interaction with Bunch feels personal, helpful and human.
Key Responsibilities
* Act as the first point of contact for customer queries, delivering clear, accurate and empathetic responses across multiple channels
* Resolve issues promptly, taking ownership of each case and ensuring a right-first-time approach
* Maintain a high standard of service quality and consistency in line with brand tone and values
* Escalate complex issues appropriately and follow up to ensure resolution
CSAT & Insight
* Own and track key support metrics including CSAT, response times, and resolution rates
* Analyse customer feedback to identify trends, pain points and opportunities for improvement
* Collaborate with the wider Customer Experience team to address recurring issues and enhance the overall customer journey
* Provide regular reports and insights to help drive improvements in customer experience
Process Development & Continuous Improvement
* Help establish efficient support workflows, documentation and processes as the team scales
* Work with our Automation & Tooling Specialist to develop and maintain help centre content, FAQs, and internal knowledge bases
* Identify opportunities to improve efficiency, communication and consistency in customer interactions
* Champion a culture of continuous learning and improvement within the team as it grows
* Working with Head of Customer Experience in shaping the support function and preparing for team growth
* Contribute to onboarding and training of future Customer Support team members
* Set and maintain high standards for service delivery, communication and customer satisfaction
* Have proven experience in a customer support or service leadership role (ideally in a fast-paced, digital environment)
* Have experience with Intercom (or similar CRM/support platforms)
* Are confident managing customer interactions across multiple channels with empathy and professionalism
* Are data-driven, with the ability to interpret CSAT and SLA performance
* Excel at coaching and motivating others - you know how to get the best out of people
* Have strong communication and problem-solving skills, with attention to detail
* Are proactive, organised, and able to prioritise effectively in a dynamic environment
What Success Looks Like
* High CSAT: Customers feel valued, heard and delighted after every interaction
* Insight-Driven Improvement: Customer feedback leads to tangible improvements across teams
* Operational Excellence: Support processes are efficient, scalable, and well-documented
* Customer Insights: Feedback and data drive tangible improvements across the business
* Leadership Development: You’re positioned to take ownership of a growing team as The Bunch expands
What we offer:
* A salary of £32,000-£35,000 gross (dependent on experience).
* Enjoy 25 days of holiday.
* You get an extra day off for your birthday!
* Supported onboarding and training to fully engage you with your new team.
* Celebrate our collective success with quarterly social events.
* Access the Vitality Health package to prioritise your well-being.
* Enjoy exclusive Vitality rewards, including free weekly coffees, discounted gym memberships, and a wide range of other great discounts!
* Enhanced Maternity, Adoption, and Paternity Pay - we understand the importance of family, and we're committed to supporting you.
* Enhanced sick pay with two weeks paid leave.
* 5 discretionary compassionate leave days (which would also cover e.g. a parent having to take a day off to care for a sick child).
* Cycle to Work Scheme - enjoy the perks of a healthier commute and save on your journey.
* 3 hours ‘breakout block’ available to take each month to catch up on life's admin.
* A dog friendly office.
* A great culture.
If you require reasonable adjustments for any part of the recruitment process (including alternate formats of materials, accessible meeting rooms, etc.), please let us know and we will work with you to meet your needs.
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