B2C Subscriber Experience Exec - Remote/Hybrid

Economist-Group-; Greater London; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Pension plan

Private health insurance

Employee assistance program (EAP)

Work From Anywhere program

Generous leave & volunteering days

Free access to Economist content

Job summary

The Economist Group is seeking a Customer Service Executive to support the Customer Service Manager in daily operations, handling escalations, KPI reporting, and process documentation for our global subscription service.

You will work with outsourced partners, communicate issues, and help ensure high-standard customer care across channels. Hybrid roles and a strong focus on policy clarity and data-driven improvements are central to the role.

Qualifications

• Experience in a customer service centre or managing customer processes and communications.
• Experience with customer-facing technology.
• Excellent written and verbal communication skills.
• Ability to write documents, policies or communications to a high standard.
• Knowledge of Salesforce is desirable.
• Strong interpersonal and customer service skills.
• Detail-oriented and results-focused.
• Excellent organisational skills and ability to manage multiple projects.

Responsibilities

• Work with outsourced customer service partners to ensure subscription service exceeds expectations.
• Act as first point of contact for customer service escalations and communicate issues.
• Collaborate with Product team for proactive issue management of technical problems.
• Ensure staff have training, tools and information to handle queries.
• Maintain customer service policy guidelines and documentation.
• Maintain inbound/outbound customer service communications in line with brand standards.
• Monitor key customer service performance indicators.
• Assist in reporting SLA performance and customer satisfaction metrics.
• Support feedback channels and drive improvements from customer input.
• Help manage customer service budgets and expenditure.
• Collaborate with Customer Operations to improve self-serve options.
• Travel to and work with Customer Engagement Centres as needed.

Skills

Customer service excellence

Written and verbal communication

Salesforce familiarity

Excel and PowerPoint

Policy/document drafting

Interpersonal skills

Time management

Tools

Salesforce

Excel

PowerPoint

Job description

The Economist Group is seeking a Customer Service Executive to support the Customer Service Manager in daily operations, handling escalations, KPI reporting, and process documentation for our global subscription service.

You will work with outsourced partners, communicate issues, and help ensure high-standard customer care across channels. Hybrid roles and a strong focus on policy clarity and data-driven improvements are central to the role.