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Connecting businesses to the local community

Customer Support Manager

£30k – £45k • No equity
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ABOUT US
UENI is a "do-it-for-me" solution that sets us apart from DIY website builders and expensive digital agencies. We take an innovative approach to getting small businesses online by reducing the friction for a business owner to do so. UENI structures the data it collects from a business and creates a website for each business and listings on other high traffic platforms. We thus enable these businesses to complete online for the first time. Today we are signing up 1000 businesses everyday and we operate in the UK, Spain, France, the USA, LATAM, India and we are growing our global presence every month.

As Customer Support Manager you will help the customer to have an excellent experience using the UENI service. Your objective is to solve customer issues and identify strategies to reduce the frequency of these issues going forward. This includes communicating with other managers to identify potential cross-team improvements (e.g. with marketing or in product development). Your ultimate goal is to increase customer satisfaction and customer retention through efficient and cost-effective customer support. You will have the autonomy to drive the strategy and will be fully responsible for the execution of best in-practice customer care to support the customer.

We are looking for someone:
* Experienced with customer-first solutions
* Organized
* Process-driven
* KPI-driven
* Excellent interpersonal skills
* Creative problem solver: working collaboratively with others to get things done
* Comfortable with remote teams


RESPONSIBILITIES:
* Take ownership of customer issues and implement strategies to reduce those issues going forward
* Develop and maintain a suite of online resources to educate and retain the customer base
* Recruit, mentor and develop customer service agents and nurture an environment where they can excel
* Leverage technology where appropriate to improve customer care efficiency, including the use of bots
* Manage customer interactions through the company’s help desk ticketing system
* Work closely with other stakeholders (Product, Marketing, Sales, Tech) to improve the customer experience
* Evaluate data and identify trends; present your findings to management to drive decision-making on this basis

REQUIREMENTS
* 5+ years of related work experience in customer support including in a management role
* Prior experience working in a high growth company (plus if you worked with subscription-based products)
* Strong ability to understand and meet customer needs to a consistently high standard
* Able to use analytics and business intelligence tools to understand trends and customer queries
* Able to effectively manage and mentor customer support agents based remotely
* Able to manage the team to meet KPIs agreed with Company founders
Mastery of best-in-class customer care tools
* Experience with CRM systems (Freshdesk experience is a plus)
* Responsible that the Customer Support team’s work is done completely, accurately, and on time
* Autonomous self-motivated individual with the desire to succeed

PERKS
* Join an outstanding team culture, working together to help the business achieve its goals and living the UENI values.
* Competitive salary & equity options package
* Holiday increases with each year of service
* Excellent opportunities for personal growth and career development in a people focused organisation.
* More than 300+ discounts with Perkbox
* Employee referral scheme
* Cool office in Hammersmith area with access to gym, fruit, events and plenty of coffee, beer and prosecco

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