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Customer Contact Center Manager

  • Job Type: Permanent
  • Salary Type: Per Annum

Description

Swytch is changing the way we move. We fundamentally believe that transport shouldn't cost the Earth - so we've made it our mission to make electric transport accessible to everybody.

Since launching in 2017 we have reached over 20,000 customers, across 50 countries who have collectively ridden over 1 million miles! Since then we have raised over $1.4M to scale our operations and secured a $400K Innovate UK grant to develop a next-generation hybrid eBike system for the future of shared electric vehicles.

Founded by Engineers and cycling enthusiasts Oliver Montague and Dmitro Khroma, Swytch is a close-knit team dedicated to creating low carbon transport solutions which are fun to use and good for the planet. We’re now growing our team to keep up with the unprecedented demand for our technology, and to help us lead the electric transport revolution.

Indiegogo Campaign - https://youtu.be/RGCNW2KOtIE

The Customer Service Team

We build strong relationships with our customers, helping them on their Swytch journey from the moment they place their order, to receiving their kit, to a lifetime of free support to help them stay on the road. Our customer service team is essential to each customer’s experience and their ultimate happiness with their Swytch product.
But it doesn’t stop with the customer, as part of an agile start up our team is also constantly looking for better ways of working - analysing and responding to data to improve the customer experience.

The Role

The role is to provide superb customer service by leading and motivating the customer service team. In this role you will be scrutinising the customer service data, evaluating trends and patterns and advising on automations and improvements in processes based on this.

We're at a turning point in our customer service journey where, due to growth and product demand, we're currently reviewing our customer service approach and team resource, to provide the best customer service experience while using our team efficiently. This is an opportunity for you to be part of it.

Responsibilities

Customer Service Operations - Ensuring the 15 person Customer Service team is professionally managed, trained and has the right technical support to operate effectively. Includes regularly analysing data to distribute workload and handling escalations. Regular reporting of KPIs to the company and setting up/maintaining automations and macros to improve efficiency.

Team Management - On-boarding, development and management of the team. Making sure individuals are motivated and have the structure and support they need to thrive.

Order Management - The Upstream CS team manage order changes in response to customer requests and dynamically changing logistics strategies. You will be working closely with the Logistics Manager to quickly accurately update and track customer orders in our central system.

Content & Communications Strategy - Crafting well written updates and mass communication strategies to update different customer segments. Briefing the Content team to create standardised technical content to improve FAQs Videos and Articles.

Website & Zendesk Project Management - Defining specifications and managing tech implementation projects to improve the website support pages and Zendesk backend processes. Making sure the website support pages remain operational and issues/bugs are spotted and fixed.

Day to day Financial management - Keeping track of what we are spending monthly on customer service and ensuring we keep to budget.

Requirements

  • Previous experience in a customer service manager role. Preferably within a high-volume, high-tech hardware company like electronics retail.
  • Confident understanding of CRM / Support systems, specifically Zendesk and what their reporting and automation capabilities are.
  • Proven experience of streamlining processes to provide the best possible customer experience with the most efficient resource.
  • Excellent people management skills including motivation, coaching and performance reviews.
  • Experience or exposure to global shipping and logistics operations.
  • Experience or exposure to implementing self-serve articles and FAQs
  • Proven experience of implementing, measuring and reporting on KPIs.
  • Previous experience in a startup or growing customer service team is a bonus.
  • Ability to support decision with evidence, effectively problem solve and quickly understand a technical product.

Benefits

  • Unparalleled opportunity to develop your career rapidly through exposure to all areas in a flat structured start-up.
  • Flexible remote working environment; come sit in our office in East London and enjoy a daily free lunch or work from home in the comfort of your own home, anywhere in the UK.
  • Competitive salary.
  • 25 days annual leave plus bank holidays.
  • A free Swytch Conversion Kit - so you can join our electric cycling revolution!
  • Electric Penny Farthing Lessons.

Our team comes from a variety of backgrounds and we embrace our differences – if in doubt just apply!

If you want to be part of the electric transport revolution, apply now.

  • Minimum Salary: £35,000
  • Maximum Salary : £40,000
  • Salary Type: Per Annum
  • Job Type: Permanent

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London, England, London, EC2V, United Kingdom

  • Ad ID:  19183525
  • Ad Type:  Offered
  • Posted on:  11/02/2021, 02:52
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