Customer Success Pro (Hybrid) – Resolution & Payments

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 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.