Customer Success Executive

1 month ago

London, United Kingdom Stashbee Ltd. Full time

**What the role involves**

We are looking for a dynamic and customer-focused person to join our team as a Customer Success Executive.

As a member of our Customer Service team, you will play a vital role in ensuring a positive experience for our users, driving retention, and enabling the continued growth of our business.

If you are passionate about delivering exceptional customer service and thrive in a fast-paced, tech-driven environment, we would love to hear from you.

What you’ll be doing:

- **Problem resolution**: Investigating and resolving customer concerns, and working closely with other team members to deliver comprehensive, timely solutions and enhance the overall customer experience.
- **Product knowledge**: Developing a deep understanding of Stashbee's platform, services, and features to effectively assist customers and provide them with accurate, helpful information.
- **Feedback collection**: Proactively gathering and documenting customer feedback to contribute to the continuous enhancement of our platform and services.
- **Continuous improvement**: Identifying ways in which we can optimise our customer processes and policies to make them more efficient and offer a superior experience to our users.
- **Ad-hoc project work**: While the majority of the role will be focused on customer success, there will be the opportunity to work on other ad-hoc projects across the business.

**Who we’re looking for**

We are looking for someone with experience in delivering outstanding customer service who is looking for an opportunity to grow and develop in a fast-paced startup environment.

**Requirements**:

- **Customer focus**: You have a passion for delivering exceptional customer service and a commitment to ensuring positive customer interactions.
- **Communication skills**: You have strong written and verbal communication skills with the ability to convey complex information in a clear, concise, and helpful manner.
- **Experience**: You have 2+ years of customer service experience and are comfortable using technology platforms in your day-to-day job. Experience with CRM systems is a plus (e.g., Salesforce, Zendesk, Trengo, etc.).
- **Problem solving**: You have a proven ability to analyse and solve sensitive customer issues with a proactive and solution-oriented mindset.
- **Comeback kid**: You stay calm under pressure and aren’t afraid of difficult customer interactions. You relish the opportunity of turning a disgruntled customer into a brand advocate.
- **Team player**: You’re eager to learn and get energised by exchanging ideas and working collaboratively with other team members.
- **Adaptability**: You are comfortable working in a fast-paced environment and are able to adapt to changes and evolving business priorities.
- **Time management**: You work well under pressure, can think on your feet, and manage your time well. Multi-tasking is essential, as well as being able to prioritise your own workload appropriately.
- **Initiative**: You have an “I’ll figure it out” mentality. You’ll ask for help if it’ll be quicker, but if you can just as easily figure it out yourself, you’ll do that.

**Compensation and Benefits**
- Competitive salary
- Share options
- Flexible working with office space in The Pill Box, Bethnal Green
- Laptop/Tech Subsidy Scheme
- 25 days of holiday
- Pension plan (Nest)
- Childcare vouchers

**How to apply**

**Salary**: £24,000.00-£28,000.00 per year

**Benefits**:

- Casual dress
- Cycle to work scheme
- Employee stock ownership plan
- Enhanced paternity leave
- On-site gym

Schedule:

- Monday to Friday

**Education**:

- Diploma of Higher Education (preferred)

**Experience**:

- Customer support: 1 year (required)

Work Location: Hybrid remote in London, E2 6GG

Expected start date: 05/01/2024

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