Customer Success Associate

5 months ago

Camden Town, United Kingdom ripple+ Full time

**About ripple⁺**

Ripple is a consumer wellness brand offering single-use recyclable diffusers made from natural, organic ingredients. Their botanical blends are a non-addictive, nicotine free alternative to smoking & vaping.

Whether trying to quit e-cigarettes or simply seeking a recreational plant-powered puff, Ripple is revolutionising a healthier nicotine-free lifestyle.

**Overview of Role**

We are seeking a highly motivated and organised individual to join our team as a Customer Success Manager. This position requires an excellent grasp of the English language, a love for customer success, the ability to handle numerous platforms and experience in managing a team.

At ripple⁺, customers have and will always come first - it is of utmost important that a standard of care and love is upheld in every piece of communication from our team.

**What You'll Be Doing**
- Manage the customer success team of 2 to 3 remote members to ensure that work is being done at the right quality and efficiency
- Act as the primary contact for all customer-related escalations from the team, ensuring that standard procedures and resolutions are implemented for existing, new, and uncommon issues
- Implement eCommerce-specific strategies to secure customer retention and unwavering loyalty.
- Collaborate cross-functionally within the company to ensure product/service improvement based on customer feedback.
- Consistently measure Customer Satisfaction (CSAT) scores in an eCommerce context and proactively develop improvements based on eCommerce customer feedback.
- Reporting on all customer success activities

**What You'll Need**
- Excellent verbal and written communication skills and the English language
- A customer-centric mindset and approach
- Experience in Customer Success/Service
- Efficient multitasking and prioritisation skills
- An excellent eye for detail
- Good grasp of numbers and the ability to report using google sheets and excel
- Ability to learn and use new software and platforms quickly and efficiently

**The Character We're Looking For**
- Empathetic Professional: Understanding the unique challenges and opportunities within the eCommerce customer landscape
- Detail-Oriented: Meticulously managing every aspect of the customer relationship
- Highly Adaptable: Able to pivot and tailor strategies to fit the rapidly evolving industry
- Collaborative: A solid ability to work cross-functionally
- Results-Driven: Focusing on achieving and exceeding performance metrics

**Why You'll Love ripple⁺**

We offer a supportive working environment, plenty of training & career development opportunities, monthly fitness package, team events, quarterly socials and more.
- Amazing ‘HQ’ in Camden, where you’ll be based (this position requires full-time office presence).
- A supporting & friendly team of hard-working people.
- 25 days holiday per year excl. Bank Holidays.
- £40/month towards your mental & physical wellbeing.
- Team events & socials.
- Travel to and from work covered.

The interview process will be three stages: a phone interview and two face to face interviews with the final interview including a presentation.

**Benefits**:

- Company events
- Company pension
- Work from home

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Camden Town, Greater London: reliably commute or plan to relocate before starting work (required)

**Language**:

- English (required)

Work Location: In person

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