Customer Operations & Account Lead - Retention & Growth

YourWelcome; Greater London; On-site; GBP 30,000 - 36,000; Full time

Job summary

A growing tech company in the heart of London is seeking a Customer Operations & Account Management Team Lead. You will manage daily operational tasks for a dynamic support team and be the escalation point for customer complaints. The ideal candidate will have excellent communication skills and experience in coaching others. This role offers a salary of £30,000 to £36,000 based on experience, along with benefits including paid holidays and participation in a share option pool.

Benefits

20 paid holiday days, rising to 25 in your second year

Participation in the company share option pool

Convenient location near Blackfriars Station

Qualifications

• Excellent communication with impeccable spelling and grammar.
• Experience in coaching, mentoring, and performance management.
• Proactive, showing initiative and ambition.
• Willingness to take responsibility and ownership.
• Hungry for knowledge with process-driven approach.
• Previous experience in a similar role, preferably for a start-up.
• Technically literate to troubleshoot customers' dashboard use.
• Fun and outgoing personality, a real self-starter.

Responsibilities

• Manage daily tasks and project allocation across teams.
• Train new support team members and assist customers directly.
• Ensure high standards of Support team KPIs.
• Act as escalation point for Customer Complaints.
• Facilitate customer renewals and retention plans.
• Gather feedback for new feature considerations.

Skills

Excellent communication

Coaching and mentoring

Initiative and ambition

Organisational skills

Technical literacy

Outgoing personality

Job description

A growing tech company in the heart of London is seeking a Customer Operations & Account Management Team Lead. You will manage daily operational tasks for a dynamic support team and be the escalation point for customer complaints. The ideal candidate will have excellent communication skills and experience in coaching others. This role offers a salary of £30,000 to £36,000 based on experience, along with benefits including paid holidays and participation in a share option pool.