Customer Success Manager

Hometree ,
London, Greater London
More Details
Job Type: Full-time
Contract Type: Permanent
Salary: 30000 - 33000 per annum

Overview

About Us At Hometree, we want to build the best smart home business in the world by redefining how customers interact with their homes.   Homeowners are now putting more and more technology into their homes so that they can make them safer, more comfortable, and better for the environment.  The problem for homeowners is that the more cameras, solar panels, energy storage batteries, and other connected devices they put into homes, the more complicated they get.  Our mission is to make homes much easier to manage for homeowners through our proven ability to link skilled tradespeople with best in class technology and customer service.   We have started on our journey by offering a suite of insurance and maintenance products to homeowners & landlords. We provide breakdown cover on a range of essential household items such as heating, electrics, and plumbing.  We are disrupting a £2bn market which has large incumbents providing a terrible experience. We are growing 30% each month, and we are the best-rated Trustpilot provider of these services in the UK. This is an excellent springboard for the next stage of our journey - to conquer the rest of the home    We are a five-year-old business backed by some of Europe's leading Venture Capital firms and other very influential angel investors. We have an incredibly diverse, experienced & passionate team with track records in some of Europe's leading tech start-ups, private equity, consulting, investment banking, and much more.   The Role   Our Customer Success team's mission is to delight customers at every opportunity and is fundamental to our growth as a business.  We are a rapidly growing team that is focused on moving fast and improving rapidly. At Hometree, you'll get to redefine what the customer experience is like in an old antiquated industry through regularly working hand-in-hand with the rest of the business.  At Hometree you’ll have a lot of responsibilities from day one:  Manage and help to scale a best in class Customer Success function. Work closely with the Head of Operations to define the Customer Success strategy. Driving system and process improvement to ensure that customer experience is world-class and to maintain our high Net Promoter Score. Ensure that all support provided is inline with Hometree values and being the customer champion within the business. Ensure that all customer communication through email, telephony and chat is inline with the Hometree tone of voice.  Onboarding of new Customer Success hires and providing ongoing learning and development.  Providing expert knowledge on all Hometree products.  Providing feedback to Marketing, Product and Tech on our customers experience.  Required Skills; Experience of managing a Customer Support function, ideally within a high growth startup.  Comfortable using different CRM’s such as Zendesk, Salesforce etc and be proficient in Microsoft Office, especially excel. Comfortable using data to make informed decisions.  Ability to maintain a positive, empathetic and professional attitude toward customers at all times. Operational experience would be beneficial.    Apply if you are: A team player who works well with others including those outside the engineering team. Innovation - you need to be open and willing to adopt new ways of working. Our processes are constantly evolving and we always look to take a lean approach. Customer-focused - You should always be thinking, “What can I be doing to deliver the most value to our customers?” Passion, energy, focus and enthusiasm for both the role and our business. Willing to grow - an ability to work quickly with a love for constant learning and personal development.   Behaviours we value as a business Radical Candour - Respectful but direct honesty Ownership - Own your results without complacency Obsessed - Customer obsessed, everything else secondary Trust in Teamwork - Doing the right thing, even when no one is watching Speed - Fast, data-driven decisions and results   Our Commitment to you We are working hard to create a representative, inclusive and super-friendly team, because we know that different experiences, perspectives and backgrounds make for a better workplace. And that creates a better experience for our customers. Hometree doesn’t discriminate on the basis of race, colour, religion or belief, gender, national origin, age, sexual orientation, marital status, disability or any other protected class.   Hometree’s a workplace where you can be yourself. Dye your hair purple. Take your laptop to the sofa. Whatever helps you feel comfortable and happy at work. We want to do whatever we can to help you grow in your career (and make enough space for a fulfilling home life too).   We are 10 minutes from Kings Cross, with the nearest Tube station being Highbury & Islington. This is your opportunity to join one of the fastest-growing European startups' in the home services sector backed by world-leading venture capitalists and angel investors. To set you up for success we will provide you with a MacBook Air, provide a company Breakfast every Thursday, drinks every Friday at 5pm along with quarterly company-wide social events. To top it off, all employees receive a Perkbox subscription with a host of perks.

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