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- Tasks: Lead a dynamic team to enhance customer support and drive operational excellence.
- Company: YourWelcome, a fast-growing disruptor in the short stay rental market.
- Benefits: Competitive salary, 20-25 holiday days, and share options.
- Why this job: Make a real impact in customer success while developing your leadership skills.
- Qualifications: Strong communication skills and experience in coaching and mentoring.
- Other info: Join us in central London and enjoy a vibrant work culture.
The predicted salary is between 24000 - 28800 £ per year.
YourWelcome is growing quickly and looking to invest in our support team (account management and customer success). Based in the heart of London, you'll be helping us disrupt the short stay rental market through our guest management platform. Reporting into the COO, the Customer Operations & Account Management Team Lead will help to improve the operational performance of our Customer Service Divisions.
Your role will include the following:
- Managing daily tasks, work and internal projects allocation and assessment across our London, Tampa and Philippines teams.
- Responsible for training new support team members, assisting customers directly, interactions & updates, team performance reviews and reporting to the company during weekly standups.
- Ownership for 3 core objectives:
- Retention: ensuring our customers stay with us for a very long time
- Referral: encouraging our customers to refer us to other businesses
- Expansion: upselling customers with new products and upgrades
KEY RESPONSIBILITIES
- Ensuring all customer support tickets are responded to efficiently and customers kept in the loop during longer fixes or improvements.
- Ensuring customers are continuously receiving value from the service and product throughout the length of their subscription.
- Prospecting and managing upsells i.e. ensuring our tablet customers are aware of our Advance Check-In Tool.
- Managing all customer renewals and retention plans.
- Customer relationship-building and delivering a best-in-class customer experience.
- Gathering and presenting feedback and insights from our customer base for possible new features.
- Managing customer incentives and promotions including referral programs.
REQUIREMENTS
- Excellent communication, impeccable spelling and grammar.
- Experience of coaching, mentoring and performance managing people.
- A proactive approach, showing initiative and ambition.
- Willingness to take responsibility and ownership.
- Hungry for knowledge & process driven, and first class organisational skills.
- Previous experience in a similar role, preferably for a start-up.
- Technically literate, our customers use our dashboard daily so you will need to get to grips with it quickly and efficiently in order to help troubleshoot.
- A fun and outgoing personality and most importantly, a real self-starter.
BENEFITS
- Work in our headquarters in central London, with the nearest underground / train station (Blackfriars) only two minutes away.
- 20 paid holiday days rising to 25 in your second year and onwards.
- Participation in the company share option pool.
SALARY: 30,000 to 36,000 (dependent on experience)
NO RECRUITMENT FIRMS PLEASE. WE PREFER TO MEET CANDIDATES OURSELVES.
Customer Operations and Account Management Team Lead in London employer: YourWelcome
Contact Detail:
YourWelcome Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Operations and Account Management Team Lead in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their products and services, especially how they relate to customer operations. This will help you stand out and show that you're genuinely interested.
✨Tip Number 3
Practice your pitch! Be ready to explain how your skills and experiences align with the role of Customer Operations and Account Management Team Lead. Highlight your proactive approach and ability to manage teams effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining our team at YourWelcome.
We think you need these skills to ace Customer Operations and Account Management Team Lead in London
Some tips for your application 🫡
Show Off Your Communication Skills: Since excellent communication is key for this role, make sure your application reflects that. Use clear and concise language, and double-check your spelling and grammar. We want to see your personality shine through!
Tailor Your Experience: Highlight your previous experience in customer operations or account management. Be specific about how you've coached or mentored others, and share examples of how you've improved team performance. We love seeing relevant stories!
Demonstrate Your Proactivity: We’re looking for self-starters who take initiative. In your application, mention times when you’ve gone above and beyond to solve a problem or improve a process. Show us that you’re hungry for knowledge and ready to take ownership!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, we can’t wait to meet you!
How to prepare for a job interview at YourWelcome
✨Know Your Stuff
Before the interview, make sure you understand YourWelcome's guest management platform inside and out. Familiarise yourself with their services, especially how they enhance customer experience. This will show your genuine interest and help you answer questions confidently.
✨Showcase Your Leadership Skills
As a Team Lead, you'll need to demonstrate your ability to manage and mentor others. Prepare examples of how you've successfully coached team members in the past, and be ready to discuss your approach to performance management and team dynamics.
✨Be Customer-Centric
Since the role focuses on customer retention and satisfaction, think of specific instances where you've improved customer relationships or resolved complaints effectively. Highlight your proactive approach and how you ensure customers feel valued throughout their journey.
✨Ask Insightful Questions
Prepare thoughtful questions about the company's goals, team structure, and how they measure success in customer operations. This not only shows your enthusiasm for the role but also helps you gauge if the company culture aligns with your values.