Global Customer Success & Editorial Team Lead

StoryTerrace; Greater London; Hybrid; GBP 70,000 - 110,000; Full time

Benefits offered by this job

Bonus & commission

Job summary

StoryTerrace in London is hiring a Senior Team Lead who will head our front-line Project Managers and a Customer Success Agent across the UK and US. You’ll coach, manage performance, and align editorial production with commercial goals while reporting to the CEO and collaborating with Sales, Publishing, and Editorial Operations.

You’ll hire and develop staff, monitor KPIs such as upgrades, payments, and customer ratings, balance workloads, handle escalations with empathy, and drive process

Qualifications

• Line-manage a team, remote or multi-location
• Experience in customer service, handling complaints or difficult conversations
• Commercial mindset, target driven, comfortable with numbers
• Strong project management in fast-paced client-facing environments
• Knowledge of editorial production processes
• Adapt communication to a range of stakeholders
• Familiarity with G Suite, HubSpot and Claude is a bonus

Responsibilities

• Hire, onboard, challenge and develop your team across the UK and the US.
• Coach using data dashboards, 121s and client ratings, provide feedback and motivation.
• Ensure team KPIs (upgrades, extensions, downgrades, payments, Trustpilot) are met.
• Balance workload and service levels from response times to milestones and deadlines.
• Handle escalations and client trauma with calm, stepping in when needed.
• Train the team on the latest processes and drive improvements.

Skills

Leadership

Team management

Communication

Project management

Editorial production

Data-driven

HubSpot

G Suite

Claude

Tools

HubSpot

G Suite

Claude

Job description

StoryTerrace in London is hiring a Senior Team Lead who will head our front-line Project Managers and a Customer Success Agent across the UK and US. You’ll coach, manage performance, and align editorial production with commercial goals while reporting to the CEO and collaborating with Sales, Publishing, and Editorial Operations.

You’ll hire and develop staff, monitor KPIs such as upgrades, payments, and customer ratings, balance workloads, handle escalations with empathy, and drive process