At a Glance
- Tasks: Lead a dynamic team to create beautiful life story books for clients.
- Company: Join StoryTerrace, a mission-driven scale-up with a passion for storytelling.
- Benefits: Competitive salary, bonuses, hybrid work, and generous vacation days.
- Other info: Collaborative culture with opportunities for personal and professional growth.
- Why this job: Make a real impact by helping people share their life stories.
- Qualifications: Experience in team management, customer service, and project management.
The predicted salary is between 42000 - 45000 £ per year.
Every year, hundreds of people trust us with the story of their life.
Your team turns each one into a beautiful book, delivered on time, that clients are proud to hold and happy to recommend.
The role
You’ll lead our team of front-line Project Managers and a Customer Success Agent across the UK and US.
It’s a mix of people leadership, editorial production and commercial results.
You’ll coach your team as they run 400+ live book projects at any one time, report to the CEO and work closely with Sales, Publishing and Editorial Operations.
- What you’ll own
- Hire, onboard, challenge and develop your team across the UK and the US.
You’ll coach using data dashboards, 121s and client ratings, give candid feedback, motivate and build a team that feels like a team.
- Your team’s results show up in clear numbers and KPIs: upgrades and extension fees, downgrades and cancellations, payments collected and our Trustpilot rating.
- You’ll balance workload across the team, making sure we hit our service levels from response times to project milestones and deadlines.
- Escalations and complaint handling land with you - our clients share deeply personal stories, and around 1 in 5 involve someone working through trauma.
When something goes wrong, feelings run high.
You’re the calm person who supports your team and if needed, steps in to sort it out.
- Keep your team trained on the latest processes and best practices, often building processes yourself as you find better ways of working.
About you
- You’ve line-managed a team, ideally remote or spread across locations, and you’ve owned hiring, performance conversations and development.
- Experience working in customer service, handling complaints or difficult conversations.
- A commercial mindset, target driven and comfortable with numbers.
- Solid project management experience, ideally in fast-paced client-facing environments, managing multiple concurrent stakeholders, timelines, and competing priorities without ever dropping the ball.
- Knowledge of editorial production processes.
- You adapt how you communicate with very different people: a new joiner, an anxious client, a sales lead, a CEO.
- You champion feedback and have a yes-we-can mindset.
- Familiarity with G-suite, Hub Spot and Claude is a bonus.
- Nice to have: experience working with the US market or personalised products.
Compensation, perks & benefits
- £42,000–£45,000 base salary, depending on experience
- Monthly bonus & commission, typically adding around £3,500 a year
- Full time, hybrid role with at least 2 and max 3 office days per week (Aldgate, London)
- EMI option scheme
- 25 vacation days + 8 bank holidays
- Pension (4% employer + 4% employee)
- Private healthcare
- A collaborative, mission-driven culture in an international scale-up environment
- Join us
Our mission is to make sure every life story is captured and passed on in a meaningful way.
Since 2014 we’ve matched each client with the right writer from a network of 600+ professionals, then designed and printed their book on our own platform, Bookmaker.
We’ve sold over 4,000 books and won on BBC Dragons’ Den in 2020.
We’re headquartered in London and work with clients across the UK and US.
At Story Terrace, we’re as passionate about our people as we are about our product.
We believe in hiring for heart and drive, and we’re committed to building a team that reflects a wide range of backgrounds and experiences.
Editorial & CX Team Manager employer: Story Terrace Inc.
At Story Terrace Inc., we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration in the heart of London. Our commitment to employee growth is evident through continuous learning opportunities and the chance to lead impactful projects in the evolving field of trade credit insurance. Join us to be part of a forward-thinking team that values your contributions and supports your professional journey.
StudySmarter Expert Advice🤫
We think this is how you could land Editorial & CX Team Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Story Terrace Inc.. 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 Story Terrace Inc. 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 Editorial & CX Team Manager
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 Story Terrace Inc.:Your cover letter is your chance to shine! Tell us why you want to work at Story Terrace Inc. 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 Story Terrace Inc.!
How to prepare for a job interview at Story Terrace Inc.
✨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.
