Editorial & Production Team Lead | Hybrid, UK/US

StoryTerrace; Greater London; Hybrid; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Monthly bonus

Commission

Job summary

StoryTerrace is looking for a high-impact leader to run our front-line Project Managers and a Customer Success Agent across the UK and US. You’ll coach, align delivery with commercial targets, and report to the CEO while collaborating with Sales, Publishing and Editorial Operations.

You’ll own hiring, performance conversations and development, balance workloads, maintain service levels, and drive process improvements in a hybrid London office setting.

Qualifications

• Line-manage a multi-location team (remote + onsite).
• Experience in customer service and handling complaints.
• Commercial mindset with targets and numbers.
• Strong project management in fast-paced, client-facing environments.
• Knowledge of editorial production processes (manuscript to print).
• Communicate effectively with varied stakeholders from joiners to CEOs.

Responsibilities

• Lead front-line Project Managers and a Customer Success Agent across the UK and US.
• Coach using data dashboards, 121s and client ratings to motivate and develop the team.
• Ensure KPIs: upgrades, extensions, downgrades, cancellations, payments, Trustpilot rating.
• Balance workloads to meet service levels, response times, and project milestones.
• Handle escalations and complaints with empathy, stepping in when needed.
• Keep training the team on new processes and best practices.

Skills

Team leadership

Hiring & development

Customer service

Data dashboards

Project management

Editorial production

HubSpot

G Suite

Claude

Tools

HubSpot

G Suite

Claude

Job description

StoryTerrace is looking for a high-impact leader to run our front-line Project Managers and a Customer Success Agent across the UK and US. You’ll coach, align delivery with commercial targets, and report to the CEO while collaborating with Sales, Publishing and Editorial Operations.

You’ll own hiring, performance conversations and development, balance workloads, maintain service levels, and drive process improvements in a hybrid London office setting.