Customer Success Specialist

Reincubate; London; Remote; GBP 30,000 - 45,000; Full time

Job summary

A leading company is seeking a Customer Success Specialist to join their remote team. This role focuses on enhancing customer experiences and advocating for user needs in product development. Ideal candidates are empathetic, engaging communicators passionate about excellent product design. Enjoy benefits like flexible hours, remote work, and personal development opportunities.

Benefits

25 days’ paid vacation

Flexible hours

Remote work

Share options

Healthcare

Matched pension

Home-office allowances

Professional development allowances

Qualifications

• Excellent communication skills and confident advocacy.
• Empathetic engagement for delightful customer experiences.
• Passion for product quality and sustainable design.

Responsibilities

• Ensure customers have a great experience with appropriate support.
• Advocate for users in product development.
• Build and maintain customer relationships.

Skills

Communication

Empathy

Advocacy

Job description

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We’re looking for a Customer Success Specialist to join our customer success team at Reincubate. You’ll work as part of our growing, fully-remote, and friendly team on the success of our app that helps people get incredible results with video.

As a Customer Success Specialist, you’ll be the frontline champion for our users—resolving issues, celebrating wins, and guiding them to success within our app. More than just solving problems, you’ll play a key role in amplifying the voice of our users, ensuring their feedback shapes the future of our product.

Our customers include teams at Apple, Google, Facebook, Microsoft, and Amazon, the world’s top universities, VIPs around the world, and many individuals seeking to enhance their online presence. Our work has been recognized by HM King Charles III, the NYT, WSJ, and the BBC.

This role is probably right for you if you’re energised by helping customers succeed and care deeply about their experience. We’re looking for someone remote, working within GMT or CET timezones.

You will:

• Ensure customers have a great experience and that we’re offering the most appropriate support channels and effective self-service materials
• Advocate for users in our product roadmap and testing processes
• Engage with the product through the eyes of our customers, seeking to improve their experience
• Develop and maintain resources that support users to get the most out of the product, responsive to their needs
• Build relationships with our customers and nurture them to become advocates

We will:

• Help you set up and contribute to a productive remote working environment
• Give you autonomy in your work, trusting you to solve challenging problems
• Support your growth and integration into the team
• Encourage sharing your ideas and opinions with integrity and openness
• Offer excellent benefits: 25 days’ paid vacation, flexible hours, remote work, share options, healthcare, matched pension, home-office & professional development allowances

You might suit this role if you:

• Have excellent communication skills and confidently advocate for your ideas
• Are engaging, empathetic, and care about providing a delightful customer experience
• Have a passion for great products and dislike friction or poor design
• Relate to our values: creating delight, reliability, sustainability, and integrity

You’ll increase your chances of success if you:

• Include a CV that reflects who you are and your experiences
• Research who we are and what we’re looking for at reincubate.com/about
• Share evidence of relevant experience in your cover letter
• Avoid using AI to write your application, as we value authentic insights (we do not use AI in screening)