Specialist Services Administrator in London

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.

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
• Account access
• General customer account support
• Data management workflows
• 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
• Help define scalable customer support processes as subscriber volumes grow
• Supporting feature launches and promotional opportunities
• Refreshing screenshots and creative assets
• Helping ensure compliance with App Store guidelines
• Supporting App Store Optimisation (ASO) initiatives
• 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

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
• Experience using customer support/helpdesk platforms
• Experience working with external vendors or outsourced support providers

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.