Customer Support Manager

London, England, United Kingdom Full-time

About us:

Trail is a complete guide to the working day, with simple, powerful checklists for the service.  We're on a mission to make operations effortless for everyone.

Most people use hospitality, retail and other service-sector businesses every day. Many of us will have had a job working in these sectors at some point. It’s about long hours, tough work and is run on old-fashioned admin tools. At Trail (trailapp.com), we're trying to change that with a simple app to guide teams through their days.
We’re a passionate team of 16 with a Moorgate office.  We’ve had a very successful first few years and now we’re scaling up with customers and our internal team.

 

The role:

We’re looking for a Graduate Customer Support Manager to assist our Customer Success team as they onboard customers onto our app.  This is a busy and exciting role and key to the success of the rest of the team. You are the voice of Trail and right on the front line with our Customers, the ultimate Trail Champion.

 

Key responsibilities:

  • First point of contact for customers through the app as they reach out to us via our support channels (email, chat)

  • Help with customer onboarding support, coordinating new customers setup

  • Able to answer all questions related to the app - up to date with all new features and releases,

  • Escalate issues when necessary - be confident and comfortable to communicate with other departments like Engineering and Product.

  • Educate and empower our customers to get the most out of Trail.

  • Be a customer advocate by providing feedback to the product and engineering team on improving the platform to better solve our customer's' challenges and drive the product roadmap.

  • Create and maintain web-based how-to, FAQs, and other recurring support docs.

  • Build online knowledgebase and create templated responses for common issues to support training additional customer success staff.

 

You have:

  • 4+ years in customer-facing roles leading technology implementations
  • B2B SaaS experience a must
  • Client management experience
  • Experience in hospitality, retail or leisure industry
  • University degree or higher in a business related subject
  • You prioritise customer success and loyalty above all else
  • You take pride in being an advocate on behalf of our customers and seek to provide relevant feedback cross-organizationally to enhance our products and services to better serve our customers
  • Excellent written and verbal communication skills
  • London based - but we do offer remote working at least one day per week

 

Package:

  • Salary £30-40k, depending on experience
  • 33 days holiday per annum
  • Equity in company
  • MacBook and Phone
  • Great career progression opportunities
  • A great working culture, remote work, trips abroad, work outings and fun!