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Job Title: Customer Support/Success Manager
Salary: Up to £40k
Company Description: Kotini Ltd - VC-backed proptech startup reimagining property transactions
Job Description:
Join a high-growth startup fixing the UK’s broken home-buying process. As our next customer success hire, you will provide direct support to estate agents, buyers, and sellers while shaping our service strategy. This high-ownership role bridges technical support and proactive relationship management to ensure every user experiences a seamless, digital property journey.
Location: London, UK / Remote
Why this role is remarkable
* High-impact opportunity to join a seed-stage startup backed by InnovateUK and the Geovation accelerator, handling ~3% of all England & Wales home sales.
* Unrivaled autonomy to build customer success processes from the ground up alongside a founding team of experts from Coutts, NatWest, and Tails.com.
* Clear career progression pathways into leadership or specialized business functions as the company scales its digital-first estate agency platform.
What you will do
* Provide multi-channel support to estate agents, buyers, and sellers to resolve complex transaction issues and ensure platform satisfaction.
* Develop and iterate on a comprehensive library of training materials and support content to drive self-service and product education.
* Conduct regular customer check-ins with estate agents to assess product engagement, gather feedback, and identify opportunities for deeper feature adoption.
The ideal candidate
* Professional experience or deep domain knowledge in UK Estate Agency and the mechanics of residential property transactions.
* Proven ability to thrive in early-stage startup environments where proactive problem-solving and comfort with ambiguity are essential.
* Exceptional communication skills with a track record of following through on client promises and building long-term trust with stakeholders.
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