Customer Service Representative – Hybrid London

About the role

We are seeking a Customer Experience Associate to join our fast‑growing tech‑enabled business. You will own the end‑to‑end customer journey, from onboarding through ongoing support, ensuring every interaction is smooth, proactive and customer‑focused.

Key responsibilities

• Act as the primary point of contact for customers throughout their journey.
• Manage inbound enquiries via phone and email.
• Resolve issues and escalations promptly and professionally.
• Support customer onboarding and adoption of services.
• Collaborate with Sales, Operations and Product teams to deliver a seamless experience.
• Create and maintain FAQs, knowledge base articles and other customer‑facing resources.
• Identify recurring issues and recommend process improvements.
• Gather feedback and turn insights into actionable changes.
• Assist with account retention and customer engagement initiatives.

Required profile

• Experience in Customer Success, Customer Experience, Client Services, Customer Support or Operations.
• Strong 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.
• Proactive, solutions‑focused mindset with strong attention to detail.
• Comfortable working cross‑functionally with multiple teams.

Required skills

• Salesforce
• HubSpot

What we offer

• 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 arrangement.
• Ongoing learning and development support.