Customer Operations and Account Management Team Lead

5 days ago

Greater London, United Kingdom YourWelcome Full time

THE ROLE YourWelcome is growing quickly and looking to invest in our support team (account management and customer success). Based in the heart of London, you’ll be helping us disrupt the short stay rental market through our guest management platform. Reporting into the COO, the Customer Operations & Account Management Team Lead will help to improve the operational performance of our Customer Service Divisions. YOUR ROLE Your role will include the following: Managing daily tasks, work and internal projects allocation and assessment across our London, Tampa and Phillipines teams. Responsible for training new support team members, assisting customers direct, interactions & updates, team performance reviews and reporting to the company during weekly standups. Ownership for 3 core objectives: Retention: ensuring our customers stay with us for a very long time Referral: encouraging our customers to refer us to other businesses Expansion: upselling customers with new products and upgrades Acting as a Level 3 and final escalation point for Customer Complaints. Conducting 1-1 catch ups with the members of your team regularly. Ensuring the Support team KPIs are maintained to high standards. Helping create & improve operational processes by working closely with other departments. KEY RESPONSIBILITIES Ensuring all customer support tickets are responded to efficiently and customers kept in the loop during longer fixes or improvements. Ensuring customers are continuously receiving value from the service and product throughout the length of their subscription. Prospecting and managing upsells i.e. ensuring our tablet customers are aware of our Advance Check-In Tool. Managing all customer renewals and retention plans. Customer relationship-building and delivering a best-in-class customer experience. Gathering and presenting feedback and insights from our customer base for possible new features. Managing customer incentives and promotions inc. referral programs. REQUIREMENTS Excellent communication, impeccable spelling and grammar. Experience of coaching, mentoring and performance managing people. A proactive approach, showing initiative and ambition. Willingness to take responsibility and ownership. Hungry for knowledge & process driven, and first class organisational skills. Previous experience in a similar role, preferably for a start-up. Technically literate, our customers use our dashboard daily so you will need to get to grips with it quickly and efficiently in order to help troubleshoot. A fun and outgoing personality and most importantly, a real self starter. BENEFITS Work in our headquarters in central London, with the nearest underground / train station (Blackfriars) only two minutes away. 20 paid holiday days rising to 25 in your second year and onwards. Participation in the company share option pool. SALARY 30,000 to 36,000 (dependent on experience) NO RECRUITMENT FIRMS PLEASE. WE PREFER TO MEET CANDIDATES OURSELVES. #J-18808-Ljbffr

  • Customer Operational Account Manager

    2 weeks ago

    Greater London, United Kingdom O.T. Client Services Full time

    OverviewAre you an experienced Account Manager in aviation, catering, or hospitality? This is an exciting opportunity to join a fast-paced, customer-focused business in the aviation and logistics sectors.Our client is seeking a dynamic Customer Operational Account Manager to lead key customer relationships, drive service excellence, and deliver strong...

  • Senior Account Management Team Lead

    2 weeks ago

    Greater London, United Kingdom Zinc Full time

    Senior Account Management Team Lead Department: Account Management Employment Type: Full Time Location: Zinc - London Compensation: £56,000 / year Core Responsibilities ⚡ Lead one of Zinc’s most strategic pods, managing a portfolio of high‑value customers. ⚡ Shape and scale how Account Management operates by embedding structure, process and...

  • Customer Operations

    5 days ago

    Greater London, United Kingdom YourWelcome Full time

    A growing tech company in the heart of London is seeking a Customer Operations & Account Management Team Lead. You will manage daily operational tasks for a dynamic support team and be the escalation point for customer complaints. The ideal candidate will have excellent communication skills and experience in coaching others. This role offers a salary of...

  • US Customer Operations Team Lead

    1 week ago

    Greater London, United Kingdom Lendable Full time

    US Customer Operations Team Lead at Lendable About Lendable Lendable is on a mission to build the world's best technology to help people get credit and save money. We’re building one of the world’s leading fintech companies and are off to a strong start: One of the UK’s newest unicorns with a team of just over 600 people Among the fastest-growing tech...

  • Management Accountant

    3 days ago

    Greater London, United Kingdom Aqua Talent Team Full time

    Aqua Restaurant Group is home to a unique collection of restaurants and bars in vibrant cities like London, Paris, Hong Kong, New York, Miami and Dubai.At Aqua, we offer passionate culinary and hospitality professionals the chance to grow their careers and explore new opportunities.Where are we located?Our Head Office is on Borough High Street, right next to...

  • Senior Account Manager

    2 weeks ago

    Greater London, United Kingdom Fusion Risk Management Full time

    Join to apply for the Senior Account Manager role at Fusion Risk Management. Fusion Risk Management is a fast‑growing, innovative company committed to fostering a supportive, inclusive environment. Recognized by the Chicago Tribune and Built In Chicago for its culture, Fusion is a leading provider of cloud‑based software solutions for operational...

  • Multisite Hospitality Management Accountant

    2 days ago

    Greater London, United Kingdom Aqua Talent Team Full time

    A leading hospitality firm in Greater London is seeking a Management Accountant to prepare monthly management accounts and support operational teams. Candidates should have strong experience in Sage Line 50 along with a background in the hospitality sector. Responsibilities include timely financial reporting, cashup processes, and collaboration with external...

  • Customer Operations and Account Management Team Lead

    7 days ago

    London, United Kingdom Of Great Britain And Northern Ireland YourWelcome Full time £30,000 - £36,000 per year

    THE ROLE:  YourWelcome is growing quickly and looking to invest in our support team (account management and customer success). Based in the heart of London, you'll be helping us disrupt the short stay rental market through our guest management platform.Reporting into the COO, the Customer Operations & Account Management Team Lead will help to improve the...

  • Mid Market Account Manager Team Lead

    6 days ago

    Greater London, United Kingdom Xelix Full time

    About us At Xelix, we work with some of the world’s largest companies to automate and strengthen their financial controls. Our AI solutions redefine how Accounts Payable teams operate - moving from manual processes to automated, intelligent workflows. Xelix is a fast-paced scale-up - things move fast and expectations are high. We raised our Series B with...

  • Lead Customer Care Team Manager

    2 weeks ago

    City Of London, United Kingdom Team Jobs - Commercial Full time

    A leading recruitment agency in Canary Wharf is seeking an experienced Team Manager to lead a passionate customer care team for a well-known FMCG brand. This role involves coaching and inspiring a high-performing team, monitoring operations, and enhancing customer satisfaction. Candidates should possess at least 5 years of experience in customer service...