At a Glance
- Tasks: Shape and scale customer experience for a growing digital subscription portfolio.
- Company: Dynamic digital subscription business with a focus on innovation.
- Benefits: Competitive salary, remote work flexibility, and significant ownership in your role.
- Other info: Unique opportunity to build a customer function from scratch and drive growth.
- Why this job: Make a real impact by improving customer journeys and processes in a fast-paced environment.
- Qualifications: Experience in customer service and strong problem-solving skills required.
The predicted salary is between 36000 - 44000 £ per year.
- Customer Service Contractor (Subscriptions & App Experience)
- 📍 Remote/Hybrid (UK)
- 📅 Contract: 9 Months
- ⏱ Start Date: September 2026 (ASAP)
- 💼 Contract Type: Contractor or Fixed-Term Contract
- £37,000 annual salary
About the Role
We're looking for an experienced and proactive Customer Service Contractor to help shape and scale the customer experience across a growing subscription-based digital product portfolio, including a mobile app and premium audio subscription offering.
This is not a traditional customer service role.
You'll be the primary owner of customer operations, responsible for building processes, improving customer journeys, managing incidents, and establishing the systems and frameworks needed to support a rapidly growing subscriber base.
You'll work closely with Product, Editorial, Marketing, Technology teams and external partners to deliver an exceptional customer experience while helping define how customer support evolves over the next phase of growth.
- What You'll Be Doing
- Customer Support & Subscriber Experience
- Act as the primary customer service contact across all subscription products
- Manage and own the customer support inbox, ensuring service levels and response-time targets are consistently met
• Resolve customer queries relating to
- Account access
- Identity and security
- Subscription management
- Marketing preferences
- General customer account support
• Create and operate GDPR processes, including
- Subject Access Requests
- Right to be Forgotten requests
- Data management workflows
- Build and manage sanctions screening processes where required
- Own incident management processes, acting as the central coordinator during customer-impacting issues
- Manage and route customer complaints to relevant Editorial, Compliance, Product or Technology teams
- Ensure external support partners are delivering a high-quality customer experience through regular oversight and guidance
- Customer Operations & Process Improvement
- Lead the selection and implementation of a customer support/helpdesk platform
- Establish customer feedback loops, reporting and contact-tagging frameworks
- Identify trends, customer pain points and operational improvements
- Work with Product teams to improve retention and cancellation journeys
- Help define scalable customer support processes as subscriber volumes grow
- App Store Ownership & ASO
As the mobile app grows, you'll also take ownership of App Store customer engagement activities, including:
- Managing App Store relationships and submissions
- Supporting feature launches and promotional opportunities
- Monitoring and responding to customer ratings and reviews
- Maintaining App Store listings and metadata
- Refreshing screenshots and creative assets
- Helping ensure compliance with App Store guidelines
- Tracking competitors, customer sentiment and market trends
- Supporting App Store Optimisation (ASO) initiatives
- Stakeholder Management
- Collaborate with Product, Editorial, Marketing and Technology stakeholders
- Work closely with third-party service providers to ensure customer issues are resolved efficiently
- Support VIP subscriber programmes and promotional offers
- Share customer insights and recommendations to improve product performance and customer satisfaction
What We're Looking For
Essential
- Proven experience in customer service, customer success, subscriber support or customer operations
- Experience managing customer issues in a digital product, app or subscription environment
- Strong understanding of GDPR and customer data handling best practices
- Excellent written communication and stakeholder management skills
- Experience creating processes and improving operational workflows
- Comfortable working independently and taking ownership of customer outcomes
- Strong problem-solving and organisational skills
Desirable
- Experience with subscription-based products
- Exposure to mobile apps and App Store ecosystems
- Experience using customer support/helpdesk platforms
- Knowledge of App Store Optimisation (ASO)
- Experience working with external vendors or outsourced support providers
- Understanding of incident management and escalation processes
Why Join?
This is a unique opportunity to build a customer function almost from scratch within a growing digital subscription business.
You'll have significant ownership, visibility across the organisation, and the chance to shape how customer support, subscriber operations and App Store engagement evolve as the product scales.
If you enjoy creating processes, solving problems and delivering exceptional customer experiences in a fast-moving environment, we'd love to hear from you.
Apply now to be part of an ambitious growth journey and help define the future customer experience for a premium digital subscription product.
Customer Service Specialist in London employer: Salt
Join a forward-thinking investment management platform in London, where innovation meets opportunity. As a Senior Business Analyst, you'll thrive in a collaborative work culture that values your expertise and encourages professional growth through continuous learning and development. Enjoy the flexibility of a hybrid working model while contributing to cutting-edge AI-driven investment solutions that make a real impact in the financial services sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Specialist in London
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Salt.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Salt. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Service Specialist in London
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Salt.
How to prepare for a job interview at Salt
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Salt's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Salt offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
