UK Customer Support Lead - Marketplace Start-up - VC Backed Permanent
- Location: London, England
- Salary: £30000 - £35000 per annum
- Sector: Office Manager
- Consultant: Maia Floyd-Fulcher
My client is one of Australia's fastest growing tech startups. They are building their UK team as they start international expansion, so this is a rare opportunity to make a significant impact by being one of their first international hires! Their mission is to empower people to realise the full value of their skills, essentially meaning that they are working on building the world's largest qualified talent marketplace!
This role will provide the right person a chance to chart their own success as they become part of A top team, bent on creating value and making a difference. You will focus on building the London support function and help them shape the global support structure for international expansion. You will be working with a brand that has accolades from marquee investors, the startup community and most importantly users. A role that will provide challenges and a platform to really grow.
I am looking for someone who embraces autonomy with previous experience in customer support in an early-stage or high-growth startup.
*Creating help centre content
*Writing escalation workflows and implementing macro responses for the team in London and Manilla
*You will be responsible all UK disputes, Fraud and Trust and Safety, Insurance and legal customer support enquiries
*You will train future hires and develop a European Support Strategy
*Key metrics such as customer response time, volume, engagement & conversion
*3+ years professional experience in customer support, preferably within a marketplace or e-commerce platform
*Ideally have experience in alternative dispute resolution (e.g. mediation).
*Preferably to have a qualification in dispute resolution/handling.
*Excellent communication, relationship, team and stakeholder management skills
*Project examples where you have shown initiative in resolving unexpected customer support scenarios
*Experience within small teams where you have to be responsible for your own output
*Empathetic and understanding approach to resolving customer enquiries and issues. Sensitive to people's needs and emotionally intelligent communication style.
*Experience working in customer service with knowledge of service delivery process
*Confidence in communicating in a number of languages
*Pragmatic and experience approach with customer complaints
*Experience with marketplace models such as AirBnB, Ebay, Homejoy and/or classified,job board solutions such as Gumtree, Hired etc
Propel are the UK's largest independent provider of permanent and contract recruitment services to the global digital economy, specialising in commercial, marketing, technical and creative talent.
Services advertised by Propel are those of an Agency and/or an Employment Business. Please be aware that we receive a high volume of applications for our roles, many from people who meet or exceed the requirements. Whilst we try to respond to as many applicants as possible, you can assume that you have not been selected for interview if you do not hear from us within 14 days.