Customer Success Specialist

2 months ago

London, United Kingdom Zeelo Full time

**Customer Success Specialist - Initial 6 month contract**

Location: UK, HQ in London

Reporting to: Senior Manager, Customer Success

As a service business, Customer Success & Operations sits at the core of what we do. You will be part of a small team and be exposed to all functions of a fast growing and exciting business. Zeelo offers a fast-paced and fun working environment where you will be gaining exposure to a variety of technologies and tools within a friendly and supportive team.

You'll be responsible for ensuring smooth service delivery for our new and current services. The role will involve working collaboratively with our Customer Success, Operations and Customer Service team along with our clients to ensure clear communication, operational accuracy and ability to adapt and change quickly to evolving needs.

**Responsibilities**:

- Pre-Sales Support, collaborating on designing services with our Sales team
- Responsibility for building and maintaining services on our internal Zeelo Mission Control and RINA platform
- Supporting the Customer Success Lead in coordinating the delivery of services, on-going changes, optimisations and performance issues and sharing with internal stakeholders
- Coordinating and organising operator invoices within our own Zeelo billing system
- Supporting with client issue handling and operational changes directly with our clients
- Coordinating with functions across the business for the delivery of our services. E.g. Global operations/customer service, finance and marketing teams
- Providing insights to the Customer Success team and Operations team with insights into regular minor issues affecting performance and client/rider experience
- Thinking outside of the box and suggesting ideas on how we can improve processes and efficiencies across teams

**Requirements**:

- Excellent with technology and outstanding problem solving abilities
- Ability to make things simple and get things done
- Be a team player, as well as have the ability to work independently
- An ability to build relationships and rapport with people quickly
- Self-motivated and deadline driven
- Complete comfort with working autonomously and executing with an ‘Empowered' attitude
- A team player with a positive attitude, able to bring energy to the team
- The ability to manage multiple projects and changing priorities effectively in a complex, fast-paced business environment.
- Creative, driven, resilient, proactive and motivated to try new things. You're a self-starter
- Meticulous and strong attention to detail

**Nice to have**:

- Experience in transport planning

**What you should know about Zeelo**:

- Zeelo is a TransitTech company powering bus operators, employers and schools to provide highly efficient, sustainable and affordable transport programs
- Our mission is to connect the world to work and education through affordable and sustainable transportation
- We are in the business of providing both SaaS and managed commuter solutions to employers (office-based and shift-based), schools (private schools and universities) and bus/shuttle operators
- We routinely procure bus operator partners to provide ground transportation
- We have developed a best-in-class technology platform that connects organizations with riders and operator partners consisting of a route optimization platform, mobile apps and operations management system.
- We're 7 years old, backed by over $35 million of venture capital from ETF Partners, InMotion Ventures (Jaguar Land Rover), and Dynamo.VC.
- We're a team of 100+ across 3 continents (Europe, North America & Africa), 4 offices (London, Barcelona, Boston & Durban) and are live in 3 markets (UK, U.S. & South Africa.)

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