Company Description
We are a start-up launching a marketplace platform designed to connect people with the very best of local, independent makers and sellers in their area. Blending convenience and accessibility with the integrity and discerning spirit of a high-end retailer, we aim to bring the soulfulness and connection of a community market to the digital space.
At our core is a commitment to transparency, care, and quality, offering customers a genuinely better way to discover, select, and receive standout goods and experiences. For creators and vendors, we are dedicated to providing meaningful tools to grow on their own terms, ensuring authenticity and empowerment every step of the way.
We are in the early stages of our journey, building the platform while assembling an exceptional team to help establish credibility and drive scalable growth. This is a rare chance to get involved from the very beginning and help shape something truly special as it takes flight.
Role Description
We are looking for a confident and experienced Customer Service Manager to come on board and establish a best in class customer services function for the platform. Initially this will involve the use of an outsource partner which you will help qualify, set-up, establish SLAs for and train to meet our requirements. In addition you will be directly liaising with customers to ensure a premium experience is delivered at all times.
Qualifications
* Be the primary contact for customer service for the platform. Ensure no-one ever gets pushed from pillar to post, that engaging with the company for whatever reason is seen as a positive experience and one that is resolved in a way that promotes advocacy for the brand
* Set up SLAs, train, and track performance of an outsourced extended customer service team as we require the additional supportCustomer Service Management, Customer Support, and Customer Satisfaction skills
* Own the subject of customer services promoting how to evolve and refine our approach to put customer service at the heart of our proposition
* Collate and report on performance stats for issue resolution and continuously seek ways to recommend and implement ways to improve
* Watch and respond to social channels ensuring vendors and customers to the platform feel they are listened to
* Monitor and respond to all ratings affirming thanks for positive reviews and ensuring any negative or mediocre reviews are captured and dealt with positively
What we are looking for
We are looking for a natural 'people' person who prides themself on their communication skills and their empathy towards others. As part of a start up, we are looking for you to be prepared to roll up your sleeves and drive things forward, own the customer services subject and bring solutions to the table. We may also from time to time ask for your help on other subjects as we all work together as a team to bring the vision to life.
We are looking for someone with proven customer facing experience and experience having run or set-up an outsourced customer service partner in the past. This should include having been involved in setting partner SLAs and/or having managed external partners to agreed targets and service levels that have been set or agreed.
We are looking for someone with a minimum 5 years experience in a customer service / direct customer liaison role working in a similar fast paced environment.
Nice to have
* Prior start-up experience
* Food marketplace experience
* Food sector experience
Start date
ASAP
Package
* Permanent
* Competitive salary
* 25 days annual leave