Customer Service Lead

Bridebook; London; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

Join a forward-thinking company that is revolutionising the wedding planning industry! This exciting role combines hands-on customer support with leadership responsibilities, allowing you to shape the future of the Global Support Team. You'll manage operations, ensure high service standards, and collaborate with cross-functional teams to drive results. With a strong focus on customer satisfaction and continuous improvement, this position offers the opportunity to grow within a dynamic environment. If you're passionate about making a difference and enjoy working in a collaborative setting, this role is perfect for you!

Benefits

25 days annual leave

£500 Learning and Development budget

Hybrid Working

Enhanced Family-Friendly Policies

Cycle to Work Scheme

One month fully paid Sabbatical Leave

Wedding Leave (5 days paid)

Half-Day Wedding Anniversary Leave

Dog-friendly office

Yearly BB Summit and quarterly events

Qualifications

• Proven track record in delivering exceptional service across diverse customer segments.
• Proficient in using CRM systems to manage support tickets and workflows.

Responsibilities

• Oversee day-to-day operations of the Global Support Desk.
• Manage HubSpot tickets and support other global markets.

Skills

Customer Service

CRM Systems

Problem-Solving

Communication

Cross-Functional Collaboration

Organisational Skills

Process Improvement

Adaptability

Customer Satisfaction Focus

Tools

HubSpot

Zendesk

Salesforce

Job description

At Bridebook, we're digitising the wedding industry! Join us in transforming the wedding planning experience for engaged couples around the world.

Who is Bridebook anyway?

Bridebook is a SaaS and Marketplace scale-up business revolutionising the wedding industry. We are proud to be the UK’s number one wedding planning app and the ONLY global provider! Our mission is to make the wedding planning journey as happy as possible for engaged couples everywhere!

With over 90% of the world’s 7.5bn population expected to get married in their lifetime, the wedding industry is massive. It is 50% larger than the global taxi and food delivery markets combined, yet it sadly lags in digitalisation and lacks solutions for the modern-day needs of both couples and businesses.

So here's Bridebook, set to disrupt the wedding industry

Our innovative platform is designed to make wedding planning effortless and stress-free. From personalised wedding checklists, budget management tools, a vast selection of venues and suppliers, and endless inspiration – you can access it all at your fingertips, on your mobile device! After recently becoming the first app of its kind to launch globally, Bridebook now enables couples to plan destination weddings anywhere in the world.This exciting expansion makes it a truly fantastic time to join us on our journey!

Our team is made up of talented creative, analytical, and tech-focused minds! We’ve collaborated with some fantastic partners including the Natural History Museum, Hilton, the Ritz, Etsy and Jimmy Choo, and have been featured 12 times on the App Store as well as been rated the number 1 app by Apple. Our investors are well known for supporting some previous successful unicorns such as Airbnb, Pinterest, Skyscanner and Tesla.

What will I be doing?

This role combines hands-on customer support with emerging leadership responsibilities. As the primary agent for the UK&I market, you’ll manage day-to-day support operations while also contributing to the growth and structure of the wider team.

You’ll be responsible for ensuring smooth desk operations by responding to inbound customer requests (B2B and B2C, paying and non-paying), maintaining high service standards, and acting as the first point of escalation for internal team queries. In parallel, you’ll take on leadership duties—coordinating coverage, improving processes, managing escalations, and working cross-functionally to support global teams and new market launches.

This role is central to delivering a smooth, efficient, and high-quality service experience. It also offers strong development potential, with a path toward direct team management as the support function expands. You’ll play a key role in shaping the team’s structure, culture, and long-term success.

Specific responsibilities will include:

• Oversee the day-to-day operations of the Global Support Desk, ensuring consistent coverage during peak periods, annual leave, or absences, and serving as the first point of escalation for internal team support needs

• Manage UK&I HubSpot tickets and support other global markets across all pipelines, including B2B, B2C, SendGrid (email suppressions), and finance-related tasks.

• Maintain system reliability and contribute to continuous improvement by working effectively within HubSpot and related platforms.

• Support the performance and professional development of the Global Support Team through onboarding, retrospectives, internal upskilling sessions, and managing the product feedback loop.

• Triage and coordinate tech/platform-related requests, working closely with cross-functional teams to ensure timely resolutions and maintain platform stability.

• Monitor and drive team performance against core KPIs, owning the global support backlog and ensuring high-quality service delivery that prioritises customer satisfaction and drives customer joy.

• Maintain and update training and support documentation—including process guides, internal templates, and knowledge base articles—ensuring consistency across markets and alignment with platform updates.

• Assist the Team Manager with key operational initiatives, such as payroll coordination, process rollouts, and involvement in wider company projects.
  

  We’re looking for someone who:

  • High Level of Customer Service Experience (B2B and/or B2C): Proven track record in delivering exceptional service across diverse customer segments.

  • CRM Experience: Proficient in using CRM systems (e.g., HubSpot, Zendesk, Salesforce) to manage support tickets and workflows.

  • Strong Problem-Solving and Triaging Skills: Quick to identify, prioritise, and resolve technical or platform-related escalations.

  • Excellent Communication Skills: Able to clearly convey solutions, train others, and collaborate effectively across teams.

  • Cross-Functional Collaboration: Experience working with commercial, product, engineering, and operations teams to drive results.

  • Organisational Skills: Ability to manage support backlogs, prioritise tickets, and ensure timely resolution within SLA targets.

  • Process Improvement: Comfortable contributing to continuous workflow optimisations to enhance team efficiency.

  • Adaptability and Attention to Detail: Able to quickly adapt to new technologies and market changes while maintaining high accuracy and quality in all solutions.

  • Customer Satisfaction Focus: Proven ability to drive service excellence and monitor customer satisfaction through KPIs and feedback loops.
    

    What if you’re a partial fit?

    
    We love hearing from anyone who is enthusiastic about changing the wedding industry and welcome candidates with different backgrounds and experiences! We prioritise grit, positivity, and the willingness to get stuck in, and encourage you to apply even if your experience doesn’t exactly match this job description.
    

    Benefits

    • 25 days of annual leave, with an extra day every year after three years (up to 30 days)

    • Hybrid Working, we’d love to see you in twice a week, but you are free to come in more often if you’d like

    • £500 per year Learning and Development budget

    • Enhanced Family-Friendly Policies

    • Cycle to Work Scheme

    • One month fully paid Sabbatical Leave after five years in BB

    • 2 weeks Working From Home Near Home per year

    • Wedding Leave (5 days paid)

    • Half-Day Wedding Anniversary Leave

    • An accessible, beautiful and dog-friendly office, with weekly breakfasts, communal lunches, alongside free snacks and more

    • Yearly BB Summit and quarterly events to celebrate milestones!
      

      Location

      London, Hammersmith (working hybrid, minimum 2 days a week)
      

      Our values

      One Team: Together we are better.

      Keep Accelerating: We work smart.

      Create Joy: We celebrate going above and beyond.
      

      Equal employment opportunity

      Research shows that women, neurodiverse individuals, and members of other under-represented groups tend to not apply to jobs when they think they may not meet every qualification, when, in fact, they often do! At Bridebook we are committed to creating a diverse and inclusive environment and strongly encourage you to apply.
      

      So what’s next?

      You’ll hear from our team within 2 weeks regarding your application. We believe in efficient and meaningful conversations, so you’ll be happy to hear there isn’t a whopping 7 stage process!

      That's all for now - see you on the dancefloor!