Customer Support Manager – Scaling Start-Up

A hypergrowth start-up who launched their UK presence earlier this year is now hiring for a UK Customer Support Manager to join their London based team.

Reporting in to the Head of UK Operations, you will be responsible for all escalated UK Customer enquiries – these will be of a sensitive nature including UK disputes, Fraud, Trust & Safety, Insurance and Legal Customer Support Enquiries.

As the company continues to grow you will also be responsible for creating and restructuring a global help centre for excellence! LOTS of room for progression and the opportunity to join an exciting start-up alongside a core team of incredibly talented individuals.

You will be responsible for:

• Creating help centre content
• Writing escalation workflows and implementing macro responses for the team in London and Manilla
• You will be responsible all UK disputes, Fraud and Trust and Safety, Insurance and legal customer support enquiries
• You will train future hires and develop a European Support Strategy
• Key metrics such as customer response time, volume, engagement & conversion

Ideally you will possess:

• 3+ years professional experience in customer support, preferably within a marketplace or e-commerce platform
• Ideally have experience in alternative dispute resolution (e.g. mediation).
• Excellent communication, relationship, team and stakeholder management skills
• Project examples where you have shown initiative in resolving unexpected customer support scenarios
• Experience within small teams where you have to be responsible for your own output
• Empathetic and understanding approach to resolving customer enquiries and issues. Sensitive to people’s needs and emotionally intelligent communication style.

If you are entrepreneurial, interested in new, high growth start-ups and looking for a role you can really grow into and mould – do apply today! Contact ajones@welovesalt.com.

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