Customer & Editorial Team Manager

StoryTerrace; Greater London; Hybrid; GBP 70,000 - 110,000; Full time

Benefits offered by this job

Bonus & commission

Job summary

StoryTerrace in London is hiring a Senior Team Lead who will head our front-line Project Managers and a Customer Success Agent across the UK and US. You’ll coach, manage performance, and align editorial production with commercial goals while reporting to the CEO and collaborating with Sales, Publishing, and Editorial Operations.

You’ll hire and develop staff, monitor KPIs such as upgrades, payments, and customer ratings, balance workloads, handle escalations with empathy, and drive process

Qualifications

• Line-manage a team, remote or multi-location
• Experience in customer service, handling complaints or difficult conversations
• Commercial mindset, target driven, comfortable with numbers
• Strong project management in fast-paced client-facing environments
• Knowledge of editorial production processes
• Adapt communication to a range of stakeholders
• Familiarity with G Suite, HubSpot and Claude is a bonus

Responsibilities

• Hire, onboard, challenge and develop your team across the UK and the US.
• Coach using data dashboards, 121s and client ratings, provide feedback and motivation.
• Ensure team KPIs (upgrades, extensions, downgrades, payments, Trustpilot) are met.
• Balance workload and service levels from response times to milestones and deadlines.
• Handle escalations and client trauma with calm, stepping in when needed.
• Train the team on the latest processes and drive improvements.

Skills

Leadership

Team management

Communication

Project management

Editorial production

Data-driven

HubSpot

G Suite

Claude

Tools

HubSpot

G Suite

Claude

Job description

Every year, hundreds of people trust us with the story of their life. Your team turns each one into a beautiful book, delivered on time, that clients are proud to hold and happy to recommend.

The role

You’ll lead our team of front‑line Project Managers and a Customer Success Agent across the UK and US. It’s a mix of people leadership, editorial production and commercial results. You’ll coach your team as they run 400+ live book projects at any one time, report to the CEO and work closely with Sales, Publishing and Editorial Operations.

What you'll own

• Hire, onboard, challenge and develop your team across the UK and the US. You’ll coach using data dashboards, 121s and client ratings, give candid feedback, motivate and build a team that feels like a team.
• Your team’s results show up in clear numbers and KPIs: upgrades and extension fees, downgrades and cancellations, payments collected and our Trustpilot rating.
• You’ll balance workload across the team, making sure we hit our service levels from response times to project milestones and deadlines.
• Escalations and complaint handling land with you - our clients share deeply personal stories, and around 1 in 5 involve someone working through trauma. When something goes wrong, feelings run high. You’re the calm person who supports your team and if needed, steps in to sort it out.
• Keep your team trained on the latest processes and best practices, often building processes yourself as you find better ways of working.

About you

• You’ve line‑managed a team, ideally remote or spread across locations, and you’ve owned hiring, performance conversations and development.
• Experience working in customer service, handling complaints or difficult conversations.
• A commercial mindset, target driven and comfortable with numbers.
• Solid project management experience, ideally in fast‑paced client‑facing environments, managing multiple concurrent stakeholders, timelines, and competing priorities without ever dropping the ball.
• Knowledge of editorial production processes.
• You adapt how you communicate with very different people: a new joiner, an anxious client, a sales lead, a CEO.
• You champion feedback and have a yes‑we‑can mindset.
• Familiarity with G‑suite, HubSpot and Claude is a bonus.
• Nice to have: experience working with the US market or personalised products.
• Monthly bonus & commission, typically adding around £3,500 a year
• Full time, hybrid role with at least 2 and max 3 office days per week (Aldgate, London)
• A collaborative, mission‑driven culture in an international scale‑up environment

Our mission is to make sure every life story is captured and passed on in a meaningful way. Since 2014 we’ve matched each client with the right writer from a network of 600+ professionals, then designed and printed their book on our own platform, Bookmaker. We’ve sold over 4,000 books and won on BBC Dragons’ Den in 2020. We’re headquartered in London and work with clients across the UK and US.

At StoryTerrace, we’re as passionate about our people as we are about our product. We believe in hiring for heart and drive, and we’re committed to building a team that reflects a wide range of backgrounds and experiences.