Customer Service Assistant jobs in United Kingdom

Crisp is a fast-growing SaaS company that helps CPG brands and retailers drive performance through real-time data, collaboration, and actionable insights.

SKUtrak, a key demand intelligence platform within the Crisp ecosystem, delivers powerful supply chain visibility and performance analytics across major UK retailers, helping brands make smarter, faster decisions in an increasingly complex retail landscape.

Here at Crisp, we value the strength in teamwork, and strongly believe that it’s the key to Crisp’s success. By bringing together bright, motivated creators, we are leveraging humanity’s diversity of experience and background in order to understand the challenges facing our food supply, and solve them together.

Purpose

Customer Success protects existing revenue and identifies growth opportunities with our existing customers.We protect revenue by understanding customer needs and measures of success, driving adoption and guiding them to find the most value from our products.

Overview

This role currently reports to SaaS Operations Director, Customer Success with ample opportunity for growth. Whether you are coming from a startup or corporate background, you appreciate how much impact there is to be had in smaller organisations and you relish the ability to shape your own role and the future of the company.

As a Customer Success Manager , it’s critical to understand our customers’ challenges and needs both at an organisational and individual level. You will be our customer’s trusted advisor by guiding them to find the most value out of our products.

Signs of a great candidate for Customer Success

• Friendly and eager to help. You enjoy working with people to solve their problems. Whether you’re sending a follow-up email or jumping on an ad-hoc support call, you’re always happy to help. You understand that you are often the face of the company and you appreciate the responsibility that comes with that.
• Organised and reliable. Your work is crucial not only for the success of our customers, but for the success of many other teams within the company as well. With many people relying on you to be successful themselves, your organisation, reliability and consistency are critical.
• Clear and articulate. You can clearly communicate with our customers to ensure they are successful with using our product. You have excellent verbal and written communication skills, including the ability to chair meetings with executive leadership and support training (where required). You help voice the concerns of customers to our product and engineering teams, so they can prioritise product updates and features to meet customer needs.
• Motivated to learn and grow. This position exposes the candidate to all aspects of a successful product, from development through end-user adoption and beyond. You are passionate about technology and expect to learn continuously as our product evolves. You have the experience and ability to thrive in unknown territory and a desire to contribute on a strategic level.

Responsibilities and Duties

• Your primary duties include, but are not limited to (for a defined portfolio of customers):
• Customer outreach and ownership of client reviews
• Establish deep long-lasting relationships by collaborating with customers to define success metrics against their goals and measure progress to demonstrate value in SKUtrak
• Share SKUtrak best practices to drive satisfaction, retention, additional usage and enrichment opportunities
• Adoption - Regularly analyse usage metrics to understand who and how SKUtrak is being used to encourage cross functional adoption to drive customer efficiencies across their organisation.
• Ensure timely identification and escalation of issues which could impact customer deliverables, usage, satisfaction or retention
• Stay up-to-date with customer and industry news and trends to support credible discussions in client reviews
• Capture all customer communications, product requests/feedback, and maintain up-to-date records, activities and interactions within CRM tools
• Solicit, record and share internally key customer use cases and feedback within Crisp. Be a strong customer advocate
• Collaborate with the Crisp Account Managers where required to support their account development plans
• Collaborate closely with Helpdesk and Product teams to share client feedback, resolve escalations, to enhance client satisfaction and retention
• Respond to neutral & negative NPS scores

Required Skills & Experience

• 2-3 years of experience in a customer-facing role, ideally in customer success management/account management
• Passion for speaking with customers, building a natural rapport to deliver exceptional customer experiences
• Excellent communication (written and verbal), presentation and relationship-building skills, with the ability to interact credibly with customers at varying levels
• Empathy and desire to help customers succeed and solve business problems
• Comfort and speed in learning new software and using many tools to perform day to day tasks
• Ability to troubleshoot and describe customer/product issues to diverse audiences across the company
• Ability to analyse issues and determine best course of action using available resources
• Self motivated with ability to work independently with strong multi-tasking, prioritisation and time management skills
• Accountability and dependability
• Strong collaborative nature when working with internal cross-functional teams and stakeholders
• Competent using CRM software (e.g. Hubspot, Salesforce, Vitally) and GSuite / Google Docs
• Preference given to candidates with:
• Previous experience managing customers in a SaaS environment
• Former FMCG experience

Milestones and Markers

Within 3 Months

• Achieve a good understanding of our customers and categorisation
• Achieve a good working knowledge of the SKUtrak platform, including learning ways to leverage SKUtrak to demonstrate use cases or resolve issues for customers
• Achieve a good working knowledge of the customer success function and related processes and methodologies
• Shadow customer interactions and start to share ownership of customer reviews
• Become proficient in tools to analyse usage metrics to understand how the customer is using SKUtrak, including evaluating adoption, and begin to identify ROI
• Become comfortable using CRM tools
• Learn the Helpdesk support process and understand how to raise tickets and manage escalations
• Achieve an understanding of the Sales function and methodologies to drive strong cross-functional support
• Start to own the customer review process for your defined portfolio of premium customers

Within 6 Months

• Become an expert in the SKUtrak platform
• Effectively prioritise activities, ensuring the right mix between regular BAU activities and managing revenue at risk
• Fully own the customer review process post-implementation/onboarding
• Identify key customer feedback to share with the business to promote standards for continuous process optimisation
• Become proficient in using CRM tools and other third-party applications required

Within 12 Months

• Achieve mastery of the SKUtrak platform
• Built strong customer relationships to nurture customers to become key users and SKUtrak fans
• Identify behaviour/activity that may indicate probable churn and take action
• Be an integral part of the Customer Success and wider SaaS Operations team
• Be an expert in using CRM and third-party tools

What Makes a Great Fit at Crisp

• Collaboration : You believe the best results come from working together. You share ideas, pitch in, and elevate those around you .
• Grit : You’re curious, self-driven, and unafraid to roll up your sleeves. You get the job done even when the path isn’t clear and adapt quickly when things change.
• People : You stay close to those we serve. Listening, learning, and building what matters most.
• Feedback : You see it as fuel. You give it with care, take it with humility, and use it to level up.
• Ingenuity : You solve problems with creativity and speed. You look for ways to streamline, automate, or improve without being asked.

We are committed to transparency, diversity, and meritocracy , fostering an environment where every team member is empowered to make an impact, grow personally, and advance in their career. We invite you to join us — not just to take on a role, but to help shape a company you’re proud to be part of.

Applicants must be authorized to work for any employer in the U.K.

Crisp is unable to sponsor or take over sponsorship of an employment Visa at this time.