At a Glance
- Tasks: Lead and enhance customer experience across global teams, ensuring fast and accurate responses.
- Company: Join Marloo, an innovative AI partner for financial advisers, transforming the industry.
- Benefits: Competitive salary, dynamic work environment, and opportunities for professional growth.
- Other info: Be part of a collaborative culture with a focus on innovation and customer satisfaction.
- Why this job: Shape the future of customer experience in a rapidly growing startup with real impact.
- Qualifications: Experience in customer support, team management, and data-driven decision making.
The predicted salary is between 59400 - 72600 £ per year.
About Marloo
Marloo is building the AI partner for financial advisers. Advisers focus on clients while Marloo handles the rest. They guide people through the most important decisions of their financial lives and the software built for them has never been worthy of that. We intend to build the company that changes it and to become the system every advice firm in the world runs on. In under a year we have onboarded more than 1,000 paying firms across eight countries with almost zero churn. Revenue is growing 37% month on month on average. In May we raised a $10m seed led by Blackbird Ventures. Blackbird was the first and largest investor in Canva. We are at an inflection point. Join now and you will help shape the future of advice.
The role
Customer experience is not just a function, it is part of why advisers choose us. Advisers have spent years with software that made them wait, so we answer in minutes, we go further than we need to, and we fix the root problem rather than the ticket. That is how we win firms, it is why churn is close to zero, and it is one of the reasons our best customers know the team by name.
You own CX globally. Today that is a team across London, New York, Sydney and Wellington answering for their own market, and your first job is to make it one function rather than four separate teams. Same standard, same answers, same view of what customers are telling us, wherever the question comes from.
Inbox zero is the baseline, not the goal. The goal is that the volume reaching the inbox falls, the answers get faster, and the reasons people raise tickets get fixed at source. That means building the system the team triages inside, scoping the internal tooling that removes the repetitive work, and working with engineering to get it built.
You are also the voice of the customer inside the business. We ship constantly, and you are the person who tells us how it landed: what came in on day one, what the tickets said by the end of the week, and what is still coming up a month later.
What you will do
- Own the global inbox. Set the standard for speed, accuracy and tone, and hold it across every market as the team grows.
- Lead and coach the CX team. Own their performance, development and targets, review real conversations, and make the average response as good as the best one.
- Build the triage system. How work is sorted, routed, escalated and closed, written down, taught and used, so the answer does not depend on who picked it up.
- Scope the internal tooling. You will not be building it, but you will decide what we need, make the case for it and work with engineering until it ships.
- Reduce the volume. Find the recurring causes behind the tickets and get them fixed at source rather than answered faster.
- Be the voice of the customer. Bring product and engineering the evidence on what launched well, what did not and what customers keep asking for.
- Measure everything. Volume, response and resolution times, reopen rates and what drives contact. You will not be building the dashboards, but you will decide what they need to show and then live in them.
- Ask for what the team needs. Engineering time, headcount, a sales lead in a difficult conversation. Nobody will offer, so you make the case and you get it.
- Hire the team. Work out where the gaps are, make the case for the roles and hire into them.
- Pitch in. Everyone at Marloo talks to customers, and on a heavy day that includes you.
Who you are
- You have run a customer support or CX function and made it measurably better, and you can show what changed.
- You have managed people across locations and time zones, and made individuals better rather than just kept the queue covered.
- Numbers oriented. You think in volume, resolution time and contact drivers, and you run the week on the data.
- You build systems rather than work harder, so your instinct when something repeats is to remove it rather than absorb it.
- You can scope a tool with an engineer and hold your own on what matters and what can wait.
- You communicate across the business with authority, because what you bring product, engineering and GTM is specific and evidenced.
- An active AI power user who has changed how you work rather than using it to tidy up replies.
- You are still in the inbox when it matters, because the team learns the standard by watching you meet it.
Nice to have
- Experience in financial services or another regulated industry, where an answer being wrong has consequences.
- High growth startup experience.
Customer Experience Lead in London employer: Marloo
Marloo is an exceptional employer that prioritises customer happiness and fosters a vibrant, collaborative work culture. As a Customer Experience Associate, you'll enjoy direct impact on our clients from day one, with structured onboarding and a supportive team environment that encourages personal growth and career transitions into key roles. Located in a fast-scaling startup atmosphere, Marloo offers the unique advantage of being part of a high-energy team where learning and innovation thrive.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Lead in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Marloo. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Marloo before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Lead in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Marloo:Your cover letter is your chance to shine! Tell us why you want to work at Marloo specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Marloo!
How to prepare for a job interview at Marloo
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
