Customer Support Manager

ABOUT US

Zipcube is the fastest growing online marketplace for booking meeting, event and office spaces. Backed by the guys behind Rentalcars, Zoopla, LoveFilm, Shazam and Betfair, you’ll be joining a core team of outstanding professionals who have been working together in a collaborative, innovative and progressive tech company. Our top clients include big brands such as Uber, Deliveroo, Google and Facebook.

Just like Airbnb & Booking.com our vision is to be the go-to platform for booking any space, any time, anywhere.


THE ROLE

We are looking for smart, entrepreneurial and driven people to join our expanding business unit. Your number one priority is customer happiness: you drive us crazy because you care more about delivering the best possible service to customers than anything else. You’ll be one of the key members of this team and will be working directly with the head of customer success. All you care about is delivering the “customer first” experience on Zipcube. This is a highly enterprising opportunity for a graduate or high potential customer success person to join a growing team, and play a key part in the development of the business into a household name.

- Customer success is the key touchpoint between Zipcube and our customers
- Your core function will be dealing with the clients that booked meeting, office and event spaces and also the venues providing the spaces
- You are passionate about delivering the best customer experience on Zipcube


WHAT YOU’LL BE DOING:

- Manage incoming bookings by phone, email and online chat
- Managing and building relationships with multiple venues simultaneously
- Support existing customers with product, account and billing queries
- Reporting into the Head of Customer Success
- Collect and report customer feedback and other customer success metrics to the Head of Customer Success
- Product: you are the internal voice of our client and will engage with the product team to feedback every single problem or improvement that we could implement to improve customer satisfaction
- Entrepreneurial: you will be a core part of the team developing the business into an internationally recognised booking platform*


YOUR SKILLS AND EXPERIENCE:

- You over-communicate: you have the ability to connect instantly with people, build rapport and trust. You are comfortable on phone calls, emails and chat
- You are inquisitive: you ask constructive questions and quickly build an understanding of a customer’s situation
- You can multitask: you are organised and can handle multiple relationships, enquiries and ensure all gets done on time and to a high standard
- You can handle difficult situations: you will inevitably deal with difficult situations which will need to be handled with care and understanding
- You are an achiever: you have a history of working hard and getting results
- You grow: you are someone who grows with experience and sets themselves high expectations
- You are a team player: you work seamlessly as part of the team, or when required on your own
- You have been successful in Client facing or customer serving roles within service or professional environments
- You have entrepreneurial experience or are hungry for an opportunity to innovate and grow in a start-up environment
- You have a desire to make an impact, seize the opportunity, learn quickly and grow with the business
- Minimum – 3 months office experience


ADDITIONAL PERKS

Development opportunities in a rapidly growing startup
A competitive salary
A modern, young and relaxed working environment in the heart of London
Our dedication to helping you become successful. We are huge on personal development and will dedicate time to make sure you achieve your personal and professional goals.
Responsibility and a real say in the future of the company – you’ll have a role that will be vital to the company’s success and every idea you come up will always be considered
Work hard play hard, social working environment