📍 London (Hybrid)
💰 £35,000 + Benefits
🚀 High-Growth Tech-Enabled Business
The Opportunity:
We're looking for a Customer Experience Associate to join a growing team and play a key role in delivering an exceptional customer journey, from onboarding through to ongoing support.
This is a fantastic opportunity for someone who genuinely enjoys helping customers, solving problems, and improving processes. You'll be the bridge between customers and internal teams, ensuring every interaction is smooth, proactive, and customer-focused.
If you thrive in a fast-paced environment, enjoy taking ownership, and want to build a long-term career within Customer Success, Customer Experience, or Operations, we'd love to hear from you.
What You'll Be Doing:
- Acting as a primary point of contact for customers throughout their journey.
- Managing inbound customer enquiries via phone and email.
- Resolving customer issues and escalations in a timely and professional manner.
- Supporting customer onboarding and adoption of services.
- Working closely with Sales, Operations, and Product teams to deliver a seamless customer experience.
- Building and maintaining customer-facing resources, FAQs, and knowledge base documentation.
- Identifying recurring customer issues and recommending process improvements.
- Gathering customer feedback and turning insights into actionable improvements.
- Supporting account retention and customer engagement initiatives.
What We're Looking For:
- Experience in Customer Success, Customer Experience, Client Services, Customer Support, or Operations.
- Excellent communication skills across phone, email, and virtual meetings.
- Ability to manage multiple priorities in a fast-paced environment.
- Experience using CRM systems such as Salesforce, HubSpot, or similar.
- A proactive, solutions-focused mindset.
- Strong attention to detail and organisational skills.
- Comfortable working cross-functionally with multiple teams.
Nice to Have:
- Experience within SaaS, technology, professional services, or other customer-focused environments.
- Exposure to customer onboarding, account management, or customer retention activities.
- Experience identifying and implementing process improvements.#
Why Join?
- Clear progression opportunities within Customer Success and Operations.
- Collaborative and supportive team environment.
- Exposure to multiple areas of the business.
- Opportunity to make a tangible impact on customer outcomes.
- Hybrid working environment.
- Ongoing learning and development support.