Customer Success Associate

# Customer Success Associate - French/English

Permanent (open to flexible working arrangements) | Reporting to Customer Success Manager

We are looking for a Customer Success Associate (CSA) to help build our customer success capabilities. Customer success is at the heart of our offer along with quality produce and market beating prices. We pride ourselves on maintaining great customer relationships and doing what we say in delivering great service. The role is therefore at the heart of the business, not only reacting to customer queries but working with operations and commercial teams to identify ways of improving what we do.

We’re a VC-backed scale-up with ambitious plans, and growing fast. That’s why we’re looking for our Customer Success Associate to help us grow seamlessly and support customer acquisition and retention.

You will benefit from flexible hours and optional remote working. While the position will be remote working only to begin with, as social restrictions ease, some office work will be required to interact with the broader team, so you should be London-based or able to travel, as necessary.

# Why Collectiv Food?

Collectiv Food is a fast-growing next generation food supply business, on a mission to transform how food is accessed and distributed within cities. Founded in 2018, we are based in West London and supported by industry experts and leading venture investors, such as Partech, Frontline and Mustard Seed. We are building a unique food supply model, with greener last mile delivery; sourcing quality ingredients directly from a network of over 1,000 producers and delivering to hundreds of professional kitchens. Our vision is to lead the transition to a sustainable, fair and transparent food supply chain.

# What you’ll be doing

Working closely with colleagues across the business, your main responsibilities will be:

- Noticing trends with specific products and customers
- Investigating specific ongoing issues
- Working closely with the logistics team and account managers
- Project opportunities, internal and external stakeholders
- **Shift pattern - Tuesday - Saturday (1 Saturday off per month)**
# What we’re looking for
- Fluency in French and English - written and spoken
- Good Communication Skills - calm, patient, professional, empathetic listener
- Task focused - able to think outside the box
- Customer experience focused - empathetic and patient
- You are not scared of chasing people and going the extra mile when needed
- Ability to prioritise your workload.
- Willingness to work Saturdays
# Added bonuses (or the cherries on top)
- You have experience in operations and/or the restaurant / food industry
- You have experience in Customer Service / Customer Success
- You have experience with Freshdesk or a similar CRM tool.
- The qualifications and experiences above are a guide and we would still love to hear from you if you believe you have the necessary skills to excel with us.

# What you'll get
- Competitive salary with industry-matching pay reviews
- 25 days annual leave plus 8 public holidays
- Compelling benefits package, such as high-spec laptop and equipment, pension and more
- Plus, you get lots of food perks like delicious product samplings and food discounts from our customers
- Great exposure and ability to impact a fast-growing, mission-driven food start-up
- As a rapidly scaling start-up with a recent Series A funding round under our belt, the opportunities for progression are endless. We support progression in many forms from upward progression as either a specialist individual contributor or people manager as well as lateral progression into other teams at Collectiv Food for which you have transferable skills or have demonstrated the potential and desire to learn
- Flexible Working - whilst ideally we are looking for someone on a full-time basis, we are more focused on finding the right person to join us, trusting people to organise and take accountability for delivering whilst supporting their needs, responsibilities, and interests outside of work. If you are looking for alternative working arrangements from part-time to job-shares, condensed working hours, school hours or similar then please do not be put off applying, we would love to hear from you
- Hybrid office based (Notting Hill Gate, London) and remote working model - whilst you can work from the office five days a week if preferred, you can choose to work up to 2 days a week remotely
- Team of passionate foodies, working to leave the world in a better place than we found it and, of course, for good food
# What you can expect from our recruitment process
- 30-minute phone interview with a member of our Talent team and/ or the hiring manager
- 30 minute written task
- 45 minute interview with Customer Success Manager and other members of the team
If you need sponsorship to have the right to work full-time in the UK, please let us know.

**Collectiv Food - Our Commitment to fostering a sense o