Customer Success Agent

StoryTerrace; Greater London; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

25 days holiday

Pension: 4% employer

Private medical insurance

Hybrid work model

Job summary

StoryTerrace is seeking a hands‑on customer service professional to resolve complaints and support day‑to‑day operations. You will join the Customer & Editorial Operations team, ensuring empathetic, clear communication while managing inquiries and escalating where needed.

Experience in handling complaints, familiarity with money conversations, and comfort with AI tools like Claude will help you thrive in our hybrid London environment.

Qualifications

• Handled complaints by phone and written communications.
• Clear, warm communication adapted for upset customers.
• Comfortable discussing money and chasing overdue invoices politely but firmly.
• Curious about root causes and prevention, not just ticket closure.

Responsibilities

• Take over formal complaints from Project Managers and drive resolution.
• Track complaints, identify patterns, and suggest process improvements.
• Answer customer queries via email and phone across brands.
• Follow up on overdue payments and coordinate with Finance on extension checks.
• Monitor customer reviews and respond on behalf of the brand.

Skills

Customer service

Complaint resolution

Communication

Problem solving

Operations support

Tools

G Suite

HubSpot

Claude AI

Job description

StoryTerrace is looking for a hands-on customer service pro with experience resolving complaints and operational support.

The role

StoryTerrace turns people’s life stories into professionally written, printed books. Our customers are often sharing something deeply personal, so when something goes wrong, how we respond matters as much as the fix. Some customers are writing about loss, illness or trauma, and occasionally they’ll owe us money too, so you’ll need to be kind and firm in the same conversation.

You’ll join our Customer & Editorial Operations team and help keep customers happy and work moving. No two days look quite the same.

What you’ll do

• Take over formal complaints from our Project Managers and see them through to resolution: listen with empathy, fix what you can, and elevate to management when you can’t.
• Track every formal complaint, spot patterns and suggest changes that stop problems recurring.
• Answer customer queries across our brands, clearly and quickly by email and phone.
• Follow up on overdue payments and outstanding invoices, and run weekly extension‑fee checks with Finance.
• Keep an eye on customer reviews across platforms and respond on behalf of the brand.

About you

• You’ve handled complaints or difficult conversations in a previous role, by phone and in writing.
• You communicate clearly and warmly, and adjust your tone for someone who’s upset, confused or frustrated.
• You’re comfortable talking about money. Chasing an overdue invoice politely but firmly doesn’t faze you.
• You’re curious about why problems happen, not just how to close the ticket.
• You can juggle varied tasks and reprioritise when the day changes.
• You’re tech‑savvy and happy picking up new tools, including AI tools. Familiarity with G‑suite, Hubspot and Claude is a bonus.

What you’ll get

• Base annual salary £27,000
• Full time, hybrid role with at least 1 office day per week (Aldgate, London)
• 25 days’ holiday plus 8 bank holidays
• Pension: 4% employer, 4% employee
• Private medical insurance
• A collaborative, mission‑driven culture in an international scale‑up environment

About StoryTerrace

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.