Customer Service Representative – Hybrid London

About the role

We are seeking a Customer Service Representative to join our fast‑growing tech‑enabled business in London. Working in a hybrid model, you will be the main point of contact for customers throughout their journey, from onboarding to ongoing support, ensuring a smooth and proactive experience.

Key responsibilities

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

Required profile

• Experience in Customer Success, Customer Experience, Client Services, Support or Operations.
• Excellent written and verbal communication skills.
• Ability to juggle multiple priorities in a fast‑paced environment.
• Proactive, solutions‑focused mindset with strong attention to detail.
• Comfortable working cross‑functionally with various teams.

Required skills

• Hands‑on experience with CRM platforms such as Salesforce or HubSpot.

What we offer

• Clear progression path within Customer Success and Operations.
• Collaborative, supportive team environment.
• Hybrid working arrangement.
• Ongoing learning and development support.
• Opportunity to make a tangible impact on customer outcomes.