Customer Success Executive

Customer Success Executive

Overview

Carwow Group is driven by a passion for getting people into cars. But not just any car, the right car. We are building the go-to destination for car-changing, reaching drivers everywhere with a portfolio of brands including Carwow, Auto Express, evo, Driving Electric and Car Buyer.

What started as a simple reviews site is now one of the largest online car-changing destinations in Europe. Over 10m customers have used Carwow to help them buy and sell cars since its inception. Last year we grew over 50% with nearly £3bn worth of cars bought on site, while £1.8bn of cars were listed for sale through our Sell My Car service.

In 2024 we acquired Autovia, doubling our audience overnight. We now have one of the biggest YouTube channels in the world with over 1.1 billion annual views, sell 1.2 million print copies of our magazines and have an annual content reach over 350 million.

Why join us?

We are winners of the Culture 100 award, recognizing the most loved and happiest tech companies to work for. We recently raised $52m in funding led by global venture capital firm Bessemer Venture Partners to accelerate our growth plans.

As pioneers, we’re always driving for new territory and positive change. Our work as a group is never done—building new experiences, launching new titles and listening to drivers. Being part of Carwow Group means championing drivers and the automotive industry, acting as a disruptor and never being afraid to fail (but learning fast when we do!).

Our team of 500 employees across the UK, Germany, Spain and Portugal are revolutionising car-changing and we are expanding our mission across every brand and country we operate in, so jump in!

Customer Success @ Carwow

We are seeking a dynamic and driven Customer Success Executive to join our Sell My Car team. In this role, you will guide car sellers through the Carwow auction process, ensuring a smooth and successful experience for them while maximizing their chances of selling their vehicles. You will combine your communication skills with a customer-centric approach to build rapport and ensure sellers are fully informed and confident throughout the process.

Key Responsibilities

• Manage a lead pipeline of potential customers looking to sell their car via our online auction.
• Review car listings uploaded by sellers for accuracy and completeness, proactively addressing omissions or errors before auction.
• Utilise and build industry knowledge to provide expert advice, balancing price expectations with market realities to maximise sale chances.
• Clearly explain the Carwow auction process to sellers, ensuring they understand each step and are committed to selling through our platform.
• Handle negotiations and customer objections.
• Communicate effectively with sellers via phone, email, live chat and SMS, addressing questions or concerns.
• Maintain accurate records of all interactions with sellers, ensuring seamless handovers to other teams as needed.
• Work within a team to contribute to overall performance by meeting individual targets against vehicles listed and pipeline conversion.
• Collaborate with cross-functional teams to provide insights and feedback, contributing to growth and success of Carwow.

Key Requirements

• Experience in a target-focused environment and managing a pipeline independently.
• Excellent communication skills, both written and verbal, with the ability to build rapport with sellers from diverse backgrounds.
• A proactive and customer-focused approach, with a genuine desire to help sellers achieve their goals.
• Strong attention to detail and organisational skills to ensure listing accuracy and efficient follow-up.
• Ability to work independently and as part of a team, contributing to a positive and collaborative work environment.
• Comfort working with various communication channels, including phone, email, live chat and SMS.
• Flexibility to work within the team\\\’s operating hours of 9 am–7 pm, Monday to Sunday, on a rotating shift basis (37.5 hours per week).
• Hybrid working available, with a minimum requirement of 3 days per week in the office.
• Enthusiasm for the automotive industry is a plus.

Benefits

• Competitive salary + commission
• Company share options
• Enhanced holiday package
• 36 days\\\’ annual leave
• 1 day for your wedding
• 1 day off when you move house
• For your third year anniversary, 30 days of annual leave per year
• For your tenth year anniversary, 35 days of annual leave per year
• Option to buy 3 extra days of holiday per year
• Pension scheme via Royal London
• Vitality Private Healthcare
• Life Assurance for peace of mind
• Monthly coaching sessions with Spill – mental wellbeing partner
• Work from abroad for a month
• Inclusive parental, partner and shared parental leave, fertility treatment and pregnancy loss policies
• Bubble childcare support and discounted nanny fees
• Latest tech (Macbook or Surface) to power your work
• Up to £500/€550 home office allowance
• Generous learning and development budget
• Regular social events and staff initiatives

Diversity and inclusion is an integral part of our culture. We know that diverse teams are strong teams, so we welcome those with alternative identities, backgrounds, and experiences to apply for this position. We make recruiting decisions based on experience, skills and potential, so all applicants are treated fairly and equally.