Customer Experience Lead, Onetrace
3-5 days a week in office (Canary Wharf, London)
Software for subcontractors to capture, document, and streamline construction projects in one place
Job no longer available
Software for subcontractors to capture, document, and streamline construction projects in one place
21-100 employees
Job no longer available
3-5 days a week in office (Canary Wharf, London)
21-100 employees
Company mission
To be the leading software for subcontractors in the construction industry.
Role
Who you are
- Proven experience in a senior CX role, with expertise in scaling and managing high-performing teams in a high growth B2B SaaS environment
- You’ve dealt with complex customer challenges and have the experience to handle customer escalations promptly and effectively
- Experienced in hiring and retaining top-tier customer facing team members by fostering a high-performance culture
- Proactive problem solver with a data driven approach to performance improvements
- Strategic thinker and can confidently balance big picture goals with hands-on execution
- Enthusiastic about supporting, mentoring, and upskilling team members
- Exceptional communicator with a collaborative leadership style in a fast paced, fluid environment
Desirable
- Experience in hiring and managing internationally
- Experience scaling CX operations from early stage start-up to growth-stage
What the job involves
- You will be responsible for championing an exceptional, customer-obsessed culture across both our Customer Success, Onboarding & Training and Product Support teams
- You will also play a critical role in ensuring our customer interactions are consistent, scalable, and seamlessly integrated across the business
- As Onetrace grows, you’ll also take the lead in building and scaling the Customer Experience function, building best practices and growing a high-performing team focused on delivering best in class customer experience
- Proactively identify areas for improvement across customer journeys, processes, and touch points to drive higher satisfaction and loyalty
- Set performance standards and KPIs across both functions (e.g., time-to-resolution, CSAT, NPS, retention rates) and ensure consistent achievement and improvement
- Design and document scalable, repeatable onboarding playbooks, workflows, and best practices to enable consistent delivery at scale
- Collaborate cross-functionally with other teams (e.g., Product, Sales, Marketing) to ensure a seamless, customer-centric approach across the business
Salary benchmarks
Our take
Compliance and transparency within the construction & building industry have always been of great importance, especially now considering the current pressure on the sector to build sustainable and safe housing.
Onetrace is a digital tool that helps contractors gather data for the capturing, documentation, and streamlining of their operations. It stores everything in one place for teams, their clients, and auditors.
The company is backed by a team that has years of experience in the construction industry, and so has witnessed firsthand the need for better ways to manage projects. Onetrace has worked with the likes of Bellway, L&Q, the NHS, and Berkeley Group.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Company benefits
- 🏥 Private medical insurance (Bupa)
- 🍼 Enhanced parental leave
- ✈️ Remote work abroad (2 Weeks Annually)
- 🌴 Annual team offsite
- 🏖️ 25 days PTO
- 🚆 Season ticket loan scheme
- 💰 NEST pension
- 🧑💻 Apple MacBook with all the necessary software
- 🏢 WeWork membership
- 🏡 Hybrid working
- 💬 Employee assistance programme
Company values
- Driven by Passion - You’ll feel it in the way we approach challenges with energy and commitment, always looking for ways to deliver impact and celebrate the progress we make along the way.
- Devoted to Innovation - Curiosity drives us to ask questions, challenge assumptions and experiment with better ways of doing things. Innovation here is about practical solutions that solve real problems.
- Strive to Simplify - Complexity is the enemy of speed and clarity. We keep things simple - in our product, our processes and our communication, so that we can focus on what really matters.
- Do the Right Thing - We act with humility, honesty, and transparency - even when it’s difficult. Respect, accountability, and trust are the foundations of our relationships with each other and with our customers.
- Respect Above All - Every voice matters. We listen actively, value diverse perspectives and create an environment where everyone feels seen, heard, and included.
- Empowering Teams - We back each other to take initiative, own outcomes and share ideas. Together, we’re building a team where people don’t just do their jobs - they grow their craft and help shape the future of Onetrace.
Company HQ
Canary Wharf, London, UK
Articles
Leadership
Lewis Bird
(CEO)Co-Founded Onetrace in 2019. They have also been a Managing Director of NextDev & Sota Ventures since 2012.
Greg McClelland
(Co-Founder )Previously a Managing Director of Optimum Contractors and Optimum Cleaning Group. They were also an Engineering Specialist at RPM Jig & Tool.
People progressing
Tanay joined in 2022 as an Onboarding & Training Executive. Now Implementation Manager, he ensures every Mid-Market and Enterprise customer has a smooth transition from sale to onboarding!
Benjy joined Onetrace as a founding AE. He quickly proved himself as a top performer and, over time, grew into a Senior AE, consistently driving results and setting the standard for excellence.
Diversity, Equity & Inclusion at Onetrace
Dina Lagou (Head of People & Operations )
- We Build With Diversity. We Lead With Respect.
- At Onetrace, our team includes over 15 nationalities. We’re proud to be a multicultural, collaborative team - bringing together different voices, perspectives, and experiences to shape the future of construction technology.
- Inclusivity isn’t just part of our culture, it’s baked into our product design and customer experience. From the features we build to the way we work together, we believe great technology starts with understanding and respecting the people it’s built for.
- We believe diversity isn’t a ‘nice-to-have’ - it’s essential to building great products. The more inclusive we are as a team, the better we reflect and serve the diverse trades, people and cultures using Onetrace every day.
- Internally, we’re committed to creating a space where everyone feels they belong - where our values of respect above all and doing the right thing aren’t just words, but behaviours we live and reinforce together. Externally, that same mindset shows up in how we partner with customers - through our product, our communication and our commitment to raising the standard across the industry. Because to build technology that works for everyone, it needs to be shaped by everyone.
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