Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead a dynamic customer service team and create memorable experiences for diners.
- Company: Join EatClub, a fast-growing hospitality tech start-up backed by renowned chef Marco Pierre White.
- Benefits: Enjoy staff discounts, dining vouchers, and real career progression opportunities.
- Why this job: Make an immediate impact in a fun, energetic environment while helping the hospitality industry thrive.
- Qualifications: 2-3 years in customer service leadership with strong communication and coaching skills.
- Other info: Work remotely with a supportive team and enjoy a culture of growth and collaboration.
The predicted salary is between 36000 - 60000 ÂŁ per year.
EatClub is one of Australia’s fastest growing tech companies backed by iconic chef Marco Pierre White and trusted by thousands of restaurants across Australia and the UK. Our mission is simple: help restaurants fill empty tables, help diners discover last-minute dining deals, and help the hospitality industry thrive. With more than 2 million diners on the app and rapid global expansion, we are building something special and exceptional customer support sits at the heart of it.
If you are a hands-on leader who loves coaching, culture building, and delivering standout customer service, this role is for you.
The Role
This is not a “keep the lights on” support role. Reporting to the Head of Customer Experience, you’ll take ownership of a high-potential CS function, bringing structure, clarity, and leadership to a team that’s looking for guidance rather than control. The systems are catching up. The team is there (offshore 30+ and growing). What’s missing is strong, human leadership. If you enjoy building belief, developing your team, and creating order without needing perfect conditions, this role will stretch you in the right ways.
What You Will Be Doing
- Lead and inspire the team
- Build strong relationships with offshore support teams
- Lead from the front, setting the standard for high-quality communication and customer care, and stepping into inboxes whenever needed
- Foster a positive, supportive team environment and be a champion of the EatClub brand
- Keep the team connected and engaged through regular check-ins and activities
- Own daily customer operations
- Manage support queues across email, chat, and phone
- Monitor response times during peak AU and UK hours, with a strong understanding of performance metrics and the levers that drive them
- Handle escalations and ensure timely resolutions
- Adjust shifts to maintain solid service coverage
Coaching, Training and Growth
- Coach and develop team members through regular feedback, training, and support to develop individual performance
- Contribute to building and scaling the team, including assisting with recruitment, interviews, and onboarding
- Run regular one-to-ones and expectation setting sessions
- Support training on communication, product knowledge, and processes
- Identify team members ready for new responsibilities
Improve Processes and Quality
- Identify recurring issues and recommend improvements
- Work with the Support Operations Manager to refine workflows
- Ensure processes are followed and kept up to date
Maintain Communication Excellence
- Uphold a consistent tone across all markets
- Coach the team on clarity, empathy, structure, and professionalism
What We Are Looking For
- 2-3 years in a Customer Service leadership role (Lead / Senior / Supervisor level)
- Strong communication skills and ability to coach and inspire
- Hands-on leadership style and willingness to lead from the front
- Experience guiding remote teams
- Passion for helping people grow
- Availability to work evenings and weekends when required
Extra points if you have:
- Hospitality, marketplace, or SaaS background
- Experience working with offshore teams
- Familiarity with HubSpot or similar CRMs
Why You Will Love EatClub
- Join a fast-growing Australian start-up expanding across the UK and AU
- Recently raised 18.2 million in funding
- Real career progression and leadership growth opportunities
- Work with a supportive, collaborative leadership team
- Staff discounts and dining vouchers to enjoy through EatClub
- Your work has immediate impact in a fun, energetic environment
Ready to Apply?
If you are passionate about leading great teams and delivering outstanding customer experiences, we would love to hear from you. Apply now and help us shape the future of hospitality.
Customer Service Lead in City of London employer: EatClub
Contact Detail:
EatClub Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Lead in City of London
✨Tip Number 1
Get to know the company inside out! Research EatClub's mission, values, and recent news. This way, when you get that interview, you can show off your knowledge and passion for what they do.
✨Tip Number 2
Network like a pro! Connect with current or former employees on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 3
Prepare for situational questions! Think about how you’d handle real-life customer service scenarios. Use the STAR method (Situation, Task, Action, Result) to structure your answers and impress the interviewers.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email expressing your appreciation for the opportunity. It shows your enthusiasm and keeps you fresh in their minds.
We think you need these skills to ace Customer Service Lead in City of London
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for customer service shine through. We want to see how much you care about helping others and creating memorable experiences for diners and restaurants alike.
Tailor Your Experience: Make sure to highlight your relevant experience in customer service leadership. We’re looking for hands-on leaders, so share specific examples of how you've inspired and coached teams in the past.
Be Authentic: We value genuine connections, so don’t be afraid to show your personality in your application. Let us know what makes you unique and how you can contribute to our vibrant team culture at EatClub.
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. This helps us keep track of your application and ensures it gets the attention it deserves!
How to prepare for a job interview at EatClub
✨Know the Company Inside Out
Before your interview, dive deep into EatClub's mission and values. Understand how they help restaurants and diners connect. This knowledge will not only impress but also show your genuine interest in being part of their journey.
✨Showcase Your Leadership Style
Prepare to discuss your hands-on leadership approach. Share specific examples of how you've inspired and coached teams in the past. Highlight your ability to foster a positive environment and how you’ve handled challenges with remote teams.
✨Demonstrate Customer-Centric Thinking
Be ready to talk about your experience in delivering exceptional customer service. Think of scenarios where you’ve turned a negative experience into a positive one. This aligns perfectly with EatClub’s focus on building genuine connections.
✨Ask Insightful Questions
Prepare thoughtful questions that reflect your understanding of the role and the company. Inquire about their current challenges in customer service or how they envision the growth of the team. This shows your proactive mindset and eagerness to contribute.
