148 Customer Centric Approaches jobs in London
Client Relations Manager (Acquiring)
Posted 6 days ago
Job Viewed
Job Description
payabl. empowers businesses to grow through payments innovation and banking services. Our ambition is to expand our strong portfolio of global financial services we provide to businesses and make them all available in one place on our platform we call payabl.one. As a licensed financial company with principal membership with card schemes, we specialize in global payments and providing businesses with multi-currency accounts.
About the Role:
Our Client Relations Team is expanding, and we’re looking for a proactive, client-focused professional to join us! If you thrive in a dynamic, fast-paced environment and are eager to be part of a rapidly growing European fintech company, this could be the perfect opportunity for you. We value transparency, collaboration, and innovation, and we’re seeking a talented Client Relations Manager who can build lasting client relationships, drive success, and make a meaningful impact.
Reporting Line: This role reports directly to the Group Chief Growth Officer
Key responsibilities:
As a Client Relations Manager , you will play a crucial role in managing and enhancing client relationships while ensuring seamless service delivery. Your responsibilities will include:
- Client Relationship Management: Serve as the primary point of contact for an assigned portfolio of clients, fostering strong, long-term relationships and acting as their trusted advisor.
- Client Success & Optimization: Provide expert guidance on system usage, offering insights and recommendations to help clients maximize efficiency and value.
- Issue Resolution & Performance Monitoring: Monitor system performance, proactively identify potential issues, and coordinate with internal teams to resolve challenges swiftly.
- Liaison & Coordination: Act as a bridge between clients and suppliers, ensuring that client requirements are clearly communicated and met.
- Project Oversight: Manage client-driven projects from inception to completion, ensuring alignment with specifications, deadlines, and quality standards.
- Collaboration with Sales & Product Teams: Work closely with the Sales team to provide clients with updates on product enhancements, ensuring they are fully informed and engaged.
Who You Are:
You’re a client champion—driven, strategic, and obsessed with delivering exceptional service. You thrive in fast-paced environments, effortlessly building relationships, retaining key clients, and driving business growth. You don’t just manage accounts; you elevate them. With deep expertise in the fintech and payments space, you anticipate industry shifts, adapt quickly, and always stay one step ahead.
- Fintech & Payments Expert – You bring 3+ years of experience in client relations, business development, or sales within fintech, payments, or financial services. You understand acquiring, cross-border payments, and merchant solutions inside out.
- Client-Centric & Growth-Driven – You know how to build strong, long-lasting relationships. You proactively engage clients, drive retention, and contribute to market expansion.
- Industry Insider – You have a deep understanding of the payments ecosystem, emerging trends, regulatory landscapes, and competitive dynamics.
- Data-Driven & Strategic – You leverage customer success metrics and KPIs to make informed decisions and maximize client value.
- Exceptional Communicator – Whether it’s negotiating deals, delivering impactful presentations, or resolving complex client needs, you communicate with confidence and clarity.
- Fast-Paced & Adaptable – You thrive in a dynamic, ever-changing environment and can pivot quickly to meet evolving business needs.
- Multilingual & Globally Minded – Fluent in English (additional languages are a plus). You understand diverse markets and are ready to engage clients across regions.
- Always on the Move – You’re willing to travel as needed to strengthen client relationships, attend key industry events, and drive business success
The perks of being a payabl.er:
- Drive in Style: Enjoy the added perk of a company car, provided upon completing one year of employment—subject to performance and availability.
- Future-Proof Your Finances: Jump on board, and after your probation period, we'll kickstart your Provident Fund.
- Grow Without Limits: Our environment is all about nurturing your talents and fuelling your ambition with endless opportunities for professional development.
- Speak Like a Local: Greek language classes, offered twice a week for all team members.
- Shop and Save: Get exclusive access to a discount card at various local businesses.
- Multicultural Workplace: Thrive in a company that celebrates diversity and values your unique contributions. Here, every perspective is appreciated, and every voice is heard.
- Lead the Charge in Pioneering Projects: Be at the forefront of innovation by playing a key role in groundbreaking projects.
- Max Out Your Downtime: With 25 days off plus public holidays, and an extra 10 days for when you're under the weather, we make sure you have ample time to relax, recharge, and return brighter.
- Support for Your Educational Aspirations: We're here to support your educational pursuits because we believe in investing in your growth.
- Wolt Your Way Through Lunch: Enjoy a Wolt lunch allowance of €150 per month.
Client Relations Manager (Acquiring)
Posted 26 days ago
Job Viewed
Job Description
payabl. empowers businesses to grow through payments innovation and banking services. Our ambition is to expand our strong portfolio of global financial services we provide to businesses and make them all available in one place on our platform we call payabl.one. As a licensed financial company with principal membership with card schemes, we specialize in global payments and providing businesses with multi-currency accounts.
About the Role:
Our Client Relations Team is expanding, and we’re looking for a proactive, client-focused professional to join us! If you thrive in a dynamic, fast-paced environment and are eager to be part of a rapidly growing European fintech company, this could be the perfect opportunity for you. We value transparency, collaboration, and innovation, and we’re seeking a talented Client Relations Manager who can build lasting client relationships, drive success, and make a meaningful impact.
Reporting Line: This role reports directly to the Head of Client Management
Key responsibilities:
As a Client Relations Manager , you will play a crucial role in managing and enhancing client relationships while ensuring seamless service delivery. Your responsibilities will include:
- Client Relationship Management: Serve as the primary point of contact for an assigned portfolio of clients, fostering strong, long-term relationships and acting as their trusted advisor.
- Client Success & Optimization: Provide expert guidance on system usage, offering insights and recommendations to help clients maximize efficiency and value.
- Issue Resolution & Performance Monitoring: Monitor system performance, proactively identify potential issues, and coordinate with internal teams to resolve challenges swiftly.
- Liaison & Coordination: Act as a bridge between clients and suppliers, ensuring that client requirements are clearly communicated and met.
- Project Oversight: Manage client-driven projects from inception to completion, ensuring alignment with specifications, deadlines, and quality standards.
- Collaboration with Sales & Product Teams: Work closely with the Sales team to provide clients with updates on product enhancements, ensuring they are fully informed and engaged.
Who You Are:
You’re a client champion—driven, strategic, and obsessed with delivering exceptional service. You thrive in fast-paced environments, effortlessly building relationships, retaining key clients, and driving business growth. You don’t just manage accounts; you elevate them. With deep expertise in the fintech and payments space, you anticipate industry shifts, adapt quickly, and always stay one step ahead.
- Fintech & Payments Expert – You bring 3+ years of experience in client relations, business development, or sales within fintech, payments, or financial services. You understand acquiring, cross-border payments, and merchant solutions inside out.
- Client-Centric & Growth-Driven – You know how to build strong, long-lasting relationships. You proactively engage clients, drive retention, and contribute to market expansion.
- Industry Insider – You have a deep understanding of the payments ecosystem, emerging trends, regulatory landscapes, and competitive dynamics.
- Data-Driven & Strategic – You leverage customer success metrics and KPIs to make informed decisions and maximize client value.
- Exceptional Communicator – Whether it’s negotiating deals, delivering impactful presentations, or resolving complex client needs, you communicate with confidence and clarity.
- Fast-Paced & Adaptable – You thrive in a dynamic, ever-changing environment and can pivot quickly to meet evolving business needs.
- Multilingual & Globally Minded – Fluent in English (additional languages are a plus). You understand diverse markets and are ready to engage clients across regions.
- Always on the Move – You’re willing to travel as needed to strengthen client relationships, attend key industry events, and drive business success
The perks of being a payabl.er:
- Drive in Style: Enjoy the added perk of a company car, provided upon completing one year of employment—subject to performance and availability.
- Future-Proof Your Finances: Jump on board, and after your probation period, we'll kickstart your Provident Fund.
- Grow Without Limits: Our environment is all about nurturing your talents and fuelling your ambition with endless opportunities for professional development.
- Speak Like a Local: Greek language classes, offered twice a week for all team members.
- Shop and Save: Get exclusive access to a discount card at various local businesses.
- Multicultural Workplace: Thrive in a company that celebrates diversity and values your unique contributions. Here, every perspective is appreciated, and every voice is heard.
- Lead the Charge in Pioneering Projects: Be at the forefront of innovation by playing a key role in groundbreaking projects.
- Max Out Your Downtime: With 25 days off plus public holidays, and an extra 10 days for when you're under the weather, we make sure you have ample time to relax, recharge, and return brighter.
- Support for Your Educational Aspirations: We're here to support your educational pursuits because we believe in investing in your growth.
- Wolt Your Way Through Lunch: Enjoy a Wolt lunch allowance of €150 per month.
Please note: The benefits listed above are for Cyprus only. As this role is open to multiple locations, the benefits and employment conditions may vary depending on your location. A full overview of applicable benefits and conditions will be discussed during your first interview with our Talent Acquisition team.
European Client Relations - French Speaking
Posted 5 days ago
Job Viewed
Job Description
An exciting entry-level opportunity has arisen to join Tradeweb's European Client Relations Team, with a particular focus for the French region. The role is based in London. Working in a challenging and dynamic environment, you will be someone who has an interest in starting a career in financial services, who enjoys working in a team environment and is motivated to learn new things.
**Job Responsibilities:**
**Operational support to the institutional clients:**
+ Be responsible for the operational onboarding of new customers, setting up users' profiles, and adjusting users' accesses.
+ Assist in any billing or regulatory configuration on various client types and across regions.
+ Assist clients with troubleshooting around daily usage inquiries.
+ Coordinate with clients' Back and Middle offices to configure the relevant post-trade solutions, tailored to their transaction reporting and monitoring requirements.
+ Participate in client calls to discuss their workflows and expectations on our pre-trade, trading and post-trade offerings.
+ Monitor and answer any incomings on chats, emails or phone.
**Administrative support to the internal teams:**
+ Participate in building guides on new functionalities and updating current protocols to stay up-to-date with the company growth and market changes.
+ Draft summaries and sales notes after client calls or visits.
+ Actively collate clients' feedback with appropriate internal teams.
+ Provide regular monitoring and updates to the wider teams on reoccurring events and processes.
+ Communicate and coordinate with other teams in the company to help fix issues quickly, answer customers' queries and ensure any set up or update is made in a timely manner.
+ Participate in the training of new joiners and existing members of the team.
**Client Relations:**
+ Provide initial demos of the platform for new Traders or Admin users.
+ Help educate clients on how they could maximize the usage of the platform.
+ Support trading activity and ensure that clients have the necessary information to execute trades.
+ Begin to build relationships with new and existing clients.
+ Provide reliable support to the Sales team and participate in relationship management and the selling of new products/ functionalities to their clients.
+ Deliver Tradeweb's white-glove service.
**Required Qualifications:**
+ Fluency in French and English.
+ Any additional European language is beneficial.
+ Ability to work in a high-pressure, fast-paced environment
+ Good time management skills - able to work efficiently within short timeframes.
+ Technical savvy - able to use trading technology comfortably
+ Strong attention to detail - Accurate and conscientious
+ Team player - Excellent interpersonal skills - Ability to collaborate with more junior and senior people comfortably.
+ Strong independent worker - ability to take ownership & responsibility of tasks and projects with minimal involvement of other members of the team.
+ High self-motivation - always go the extra mile
+ Good knowledge of Microsoft Office (especially Outlook, Word, Excel and PPT), any additional technical skills or experiences related to data management will be beneficial.
+ Strong interest in financial markets and willingness to build knowledge across the markets offered on Tradeweb.
+ Experience or exposure to a client-focused position preferred.
**The working hours are 8am-5.30pm.**
**About Tradeweb:**
Tradeweb Markets is a world leader in the evolution of electronic trading. A fintech company serving approximately 2,500 clients - including the world's largest banks, asset managers, hedge funds, insurance companies, wealth managers and retail clients -- in more than 65 countries across the globe. Since our first trade in 1998, we have helped transform and electronify the fixed income markets. Tradeweb is a culture built on innovation, creativity and collaboration. Through a combination of very talented and driven people, innovative products and solutions, cutting-edge technology, market data, and a vast network of clients, we continue to work together to improve the way financial markets trade.
Mission: Move first and never stop. Collaborate with clients to create and build solutions that drive efficiency, connectivity, and transparency in electronic trading.
Tradeweb values diversity of culture and thought and seeks talented, qualified employees in all its operations around the world regardless of race, gender, national origin, religion, sexual orientation, disability, age or any other protected classification under country or local law.
**Private Policy Statement Link:**
Client Relations Manager - French Speaking - Mat Cover
Posted today
Job Viewed
Job Description
Client Relations Manager - French Speaking - Mat Cover
Posted today
Job Viewed
Job Description
Edward Mann are hiring for an excellent Client Relations Manager to join a successful client within the Property sector.
Job Description: Client Relations Manager
We are seeking a proactive and detail-driven Client Relations Manager to join our team in London. This role involves serving as the primary point of contact for clients, ensuring exceptional service and operational efficiency.
You will be responsible for managing client documentation, compliance, and partnership agreements, while fostering strong, trust-based relationships. Regular client interaction will include addressing questions, concerns, and guiding them through processes, ensuring all documentation meets regulatory and company standards.
You will support the sales process by identifying client needs and collaborating with the sales team to explore growth opportunities. In addition, you will contribute to business development campaigns and uncover new value propositions for both existing and prospective channels.
Your work will also involve gathering client feedback to improve processes and enhance the company's reputation. This position requires strong organizational skills, problem-solving abilities, and a proactive approach to client satisfaction and business success.
Key Objectives:
- Organize and manage all required documentation to facilitate the sales process.
- Act as a liaison between clients, developers, and legal professionals, providing clear guidance and ensuring all parties understand processes and documentation.
- Oversee and support the progression of sales through timely follow-ups and clear communication.
- Address client inquiries related to property details, reducing the need for developer involvement.
- Keep stakeholders motivated and aligned to meet scheduled deadlines for project exchanges.
Core Responsibilities:
- Provide regular updates to the sales team on the status of their clients.
- Maintain consistent communication with clients and internal teams about project developments.
- Monitor sales progress through completion and promptly address inquiries from clients and agents.
- Manage and follow up on departmental invoicing, ensuring all records are updated across internal systems (e.g., CRM, shared drives).
- Take the initiative to ensure performance standards are consistently met.
Education:
- Bachelor’s degree in business administration or a related field, or demonstrated experience in client and vendor relationship management.
Skills and Requirements:
- Fluency in English and French, with excellent verbal and written communication skills.
- Strong numerical skills and the ability to work effectively with clients and team members.
- Motivated to learn new concepts and take on new projects.
- A proactive, hands-on approach with a strong sense of initiative and problem-solving.
- Positive energy and a can-do attitude, with a willingness to collaborate and make an impact as part of the team.
For more information please apply ASAP!
Edward Mann Ltd acts as an employment business for temporary positions and an employment agency for permanent positions. Edward Mann Ltd is committed to equal opportunity and diversity. Suitable candidates with equivalent qualifications and more or less experience can apply.
Client Relations Manager - French Speaking - Mat Cover
Posted today
Job Viewed
Job Description
Edward Mann are hiring for an excellent Client Relations Manager to join a successful client within the Property sector.
Job Description: Client Relations Manager
We are seeking a proactive and detail-driven Client Relations Manager to join our team in London. This role involves serving as the primary point of contact for clients, ensuring exceptional service and operational efficiency.
You will be responsible for managing client documentation, compliance, and partnership agreements, while fostering strong, trust-based relationships. Regular client interaction will include addressing questions, concerns, and guiding them through processes, ensuring all documentation meets regulatory and company standards.
You will support the sales process by identifying client needs and collaborating with the sales team to explore growth opportunities. In addition, you will contribute to business development campaigns and uncover new value propositions for both existing and prospective channels.
Your work will also involve gathering client feedback to improve processes and enhance the company's reputation. This position requires strong organizational skills, problem-solving abilities, and a proactive approach to client satisfaction and business success.
Key Objectives:
- Organize and manage all required documentation to facilitate the sales process.
- Act as a liaison between clients, developers, and legal professionals, providing clear guidance and ensuring all parties understand processes and documentation.
- Oversee and support the progression of sales through timely follow-ups and clear communication.
- Address client inquiries related to property details, reducing the need for developer involvement.
- Keep stakeholders motivated and aligned to meet scheduled deadlines for project exchanges.
Core Responsibilities:
- Provide regular updates to the sales team on the status of their clients.
- Maintain consistent communication with clients and internal teams about project developments.
- Monitor sales progress through completion and promptly address inquiries from clients and agents.
- Manage and follow up on departmental invoicing, ensuring all records are updated across internal systems (e.g., CRM, shared drives).
- Take the initiative to ensure performance standards are consistently met.
Education:
- Bachelor’s degree in business administration or a related field, or demonstrated experience in client and vendor relationship management.
Skills and Requirements:
- Fluency in English and French, with excellent verbal and written communication skills.
- Strong numerical skills and the ability to work effectively with clients and team members.
- Motivated to learn new concepts and take on new projects.
- A proactive, hands-on approach with a strong sense of initiative and problem-solving.
- Positive energy and a can-do attitude, with a willingness to collaborate and make an impact as part of the team.
For more information please apply ASAP!
Edward Mann Ltd acts as an employment business for temporary positions and an employment agency for permanent positions. Edward Mann Ltd is committed to equal opportunity and diversity. Suitable candidates with equivalent qualifications and more or less experience can apply.
Customer Support Analyst
Posted 19 days ago
Job Viewed
Job Description
LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Business Services vertical, we offer a multitude of solutions focused on helping businesses of all sizes drive higher revenue growth, maximize operational efficiencies, and improve customer experience. Our solutions help our customers solve difficult problems in the areas of Anti-Money Laundering/Counter Terrorist Financing, Identity Authentication & Verification, Fraud and Credit Risk mitigation and Customer Data Management. You can learn more about LexisNexis Risk at the link below, the TeamWe're a collaborative and welcoming team with diverse backgrounds, cultures, and experiences. We value mutual support, continuous learning, and knowledge sharing.
About the RoleAs a Customer Support Specialist, you'll provide post-sales technical assistance to customers. This includes installation, troubleshooting, issue resolution, and maintenance of our products and services. You'll work independently and contribute to improving support processes and customer experience.
Responsibilities
+ Investigate and resolve technical issues using data analysis and log file review
+ Reproduce customer issues in test environments and escalate when needed
+ Provide support via phone and digital channels
+ Advocate for customer needs during product development
+ Share knowledge and support colleagues across the team
Requirements
+ Working knowledge of IT systems (e.g. databases, Windows, Linux)
+ Curiosity and a proactive approach to learning new technologies
+ Experience in technical support is helpful but not required
+ Clear communication skills and a collaborative mindset
Working for you:
We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
+ Generous holiday allowance with the option to buy additional days
+ Health screening, eye care vouchers and private medical benefits
+ Wellbeing programs
+ Access to a competitive contributory pension scheme
+ Save As You Earn share option scheme
+ Travel Season ticket loan
+ Electric Vehicle Scheme
+ Optional Dental Insurance
+ Maternity, paternity and shared parental leave
+ Employee Assistance Programme
+ Access to emergency care for both the elderly and children
+ RECARES days, giving you time to support the charities and causes that matter to you
+ Access to employee resource groups with dedicated time to volunteer
+ Access to extensive learning and development resources
+ Access to employee discounts scheme via Perks at Work
Learn more about the LexisNexis Risk team and how we work ( are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact .
Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here .
Please read our Candidate Privacy Policy .
We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.
USA Job Seekers:
EEO Know Your Rights .
RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive.
Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions.
Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.
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Customer Support Specialist
Posted 6 days ago
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Job Description
Key Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Provide accurate product and service information to customers.
- Troubleshoot and resolve customer issues efficiently.
- Document all customer interactions and resolutions in the CRM system.
- Escalate complex issues to appropriate departments when necessary.
- Identify opportunities to improve customer service processes.
- Gather customer feedback and relay it to relevant teams.
- Maintain a high level of customer satisfaction.
- Collaborate with internal teams to resolve customer issues.
- Stay up-to-date with product knowledge and company policies.
- Previous experience in a customer service or helpdesk role.
- Excellent verbal and written communication skills.
- Strong listening and problem-solving abilities.
- Proficiency in using CRM software and ticketing systems.
- Ability to multitask and manage time effectively.
- Patient and empathetic approach to customer interactions.
- High school diploma or equivalent required.
Customer Support Advisor
Posted today
Job Viewed
Job Description
Job Type: Full Time (35 hrs per week, Mon - Fri), Permanent Contract
Location: Hybrid Working (3 days in Head Office Wembley Park HA9, 2 days WFH)
Reports to: Service Manager, dotted line responsibility to Team Leader - Customer Services
Casio Electronics Co. Limited, a leading multinational electronics company, is seeking a highly motivated and dedicated Customer Support Advisor to join our Service Centre team in the UK. At Casio we pride ourselves on launching innovative designs and leading technologies to both consumer and B2B sectors. Our products span across a variety of categories including watches, calculators, musical instruments and medical devices. Our vision is to see our brands inspire users across generations.
As a Customer Support Advisor you will provide professional, efficient and friendly customer support by handling enquiries across multiple channels including telephone, email, live chat, WhatsApp and social media; maintaining Casio's service standards and promoting a positive customer experience. This is an entry level to intermediate position designed to build product and service expertise whilst contributing to team success.
Joining Casio means stepping into an environment where you can team up with passionate and talented individuals who share our vision. Our employees are at the heart of everything we do, and we are excited to share that Casio UK has recently been recognised as a Great Place To Work . This achievement is something we take great pride in, and we are committed to continuously improving our workplace culture.
Key Responsibilities & Duties:- Respond to customer inquiries in a prompt, courteous, and accurate manner.
- Handle incoming communications through phone, email, and digital channels.
- Provide information regarding Casio's products, services, warranties, and repair options.
- Assist with Parts & Accessories inquiries, including processing orders for parts.
- Record all interactions accurately in the CRM system (Zendesk).
- Adhere to established processes and escalate any complex or unresolved issues.
- Achieve performance targets related to quality, response times, and customer satisfaction.
- Make a positive contribution to a collaborative, customer-focused team.
Requirements
- At least one year of experience in customer service, retail, or administrative positions.
- Outstanding verbal and written communication abilities.
- Strong skills in active listening and interpersonal communication.
- Effective organisational and time management capabilities.
- Proven ability to handle multiple tasks with changing priorities.
- Ability to remain calm, resilient, and professional when addressing customer complaints or inquiries.
- Willingness to learn new systems, processes, and product information, and openness to feedback for personal development.
- A positive attitude and a strong desire to grow and develop within the department.
- A collaborative team player who enjoys supporting colleagues and contributing to the success of the team.
- Basic familiarity with the Microsoft Office suite.
- Previous experience with CRM systems (preferably Zendesk) is highly desirable, but not essential as comprehensive training will be provided.
Benefits
- 25 days annual leave plus Bank Holidays
- Paid Birthday Day Off
- Competitive Salary
- Fantastic healthcare benefits from Day One: Private Medical Insurance via BUPA, Permanent Health Insurance, Medicash Health Plan
- Death In Service (4x salary)
- Excellent non-contributory Pension Scheme, up to 14%**
- Employee Discount, up to 50%**
- Anytime access to personal development and training courses via LinkedIn Learning
- Anytime access to retail discounts at 200+ retails (Reward Gateway)
Customer Support Manager
Posted 27 days ago
Job Viewed
Job Description
About Gizmo
Gizmo is an AI startup on a mission to make learning so easy that anyone can learn anything. We're building Duolingo for Anything - a platform that uses gamification and social mechanics to make learning fun and effective. With over 1 million monthly active users and $4M in annual recurring revenue, we're already one of the fastest-growing startups in the UK. Well funded with $2M in Series A backing from top investors like NFX and Ada Ventures, Gizmo has achieved 10x growth in the past year. We're now positioned to scale from 4M to 25M ARR by 2026 while expanding our market leadership into the US.
About the role
We're looking for our first Customer Support hire to become the voice of our users and the bridge between our community and product + engineering teams. Working directly with our Founders and Product team, you'll own the entire customer support experience while building the systems and processes that will scale our support function as we grow.
This is a hands-on, high-impact role where you'll spend your days solving user problems, managing support agents, and directly influencing product decisions based on user feedback. You'll be answering emails, managing tickets, and talking to users all day - but you'll also be shaping how a million+ users experience our product.
Responsibilities
- Customer Support: own all customer interactions across Intercom. You'll be responding to user queries, troubleshooting issues, and ensuring every user feels heard and supported.
- Ticketing & Bug Management: develop and manage our support ticketing system, categorise and prioritise user issues, and work closely with engineering to ensure bugs are tracked and resolved quickly.
- User Insights & Reporting: analyse support conversations to identify patterns in user behavior, feature requests, and pain points. You'll create regular reports that directly inform product roadmap decisions.
- Team Building: hire, train, and manage customer support agents as we scale. You'll build the playbooks, processes, and culture that ensure consistent, excellent support at scale.
- Product Partnership: serve as the voice of the customer in product discussions. You'll advocate for user needs and help prioritise features based on real user feedback and support volume trends.
Requirements
- You are genuinely excited about helping users and solving problems - you understand that you'll be answering emails and tickets for most of your day
- You are customer-obsessed with excellent written communication skills and the ability to turn frustrated users into advocates
- You have experience in customer support, ideally in consumer tech
- You've managed support team members or are ready to build and scale a support function from the ground up
- You are comfortable with support tools (Intercom, Zendesk, Freshdesk, Zoho, etc) and can quickly learn new systems
- You have strong problem-solving skills and can troubleshoot technical issues with non-technical users
Nice-to-haves:
- You have some experience with database management via admin panels and making data changes to resolve user issues
- You've worked in high-growth consumer tech companies and understand the unique challenges of scaling support
- You've built support processes from scratch and scaled support teams in fast-growing companies
Benefits
- Meaningful equity included - you’ll own a piece of what you’re building
- Hybrid working model with 4 days in our Shoreditch office.
- Private health insurance
- The opportunity to be one of the earliest employees in one of the UK’s fastest-growing startups