Creator Success Manager — Remote, Growth & Retention

Easol; Greater London; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A leading experience commerce platform in Greater London is seeking a Customer Support Manager to enhance customer relationships and streamline support processes. The ideal candidate will have a strong background in customer support within the SaaS industry, excellent analytical skills, and proficiency with Zendesk. This role involves managing customer queries, ensuring efficient support operations, and developing technical knowledge of the platform. The company offers flexible remote work, comprehensive health benefits, and significant growth opportunities.

Benefits

Work from anywhere option

Thrive allowance for wellness

Vitality healthcare

Personal development budget

Monthly mobile phone contribution

33 days of holidays

Qualifications

• Proven track record of performance in a fast‑paced startup environment.
• Experience in SaaS/B2B customer support or success.
• Highly analytical with the ability to interpret large data sets.
• Excellent verbal and written communication skills.
• F2F onsite visits and live event attendance required.

Responsibilities

• Own a defined book of business and reduce churn.
• Identify issues and streamline support operations.
• Manage complex cases and escalations.
• Build trust-based relationships with customers.
• Develop product knowledge and monitor KPIs.

Skills

Customer support expertise

Analytical skills

Empathy

Technical acumen

Effective communication

Education

Bachelor's degree or equivalent

Tools

Zendesk

HTML

CSS

JavaScript

Job description

A leading experience commerce platform in Greater London is seeking a Customer Support Manager to enhance customer relationships and streamline support processes. The ideal candidate will have a strong background in customer support within the SaaS industry, excellent analytical skills, and proficiency with Zendesk. This role involves managing customer queries, ensuring efficient support operations, and developing technical knowledge of the platform. The company offers flexible remote work, comprehensive health benefits, and significant growth opportunities.