Customer Success Executive, Car & Classic

• You’re calm under pressure, commercially minded, and genuinely care about delivering outstanding customer outcomes
• You thrive in fast-paced environments where attention to detail matters. You’re confident handling sensitive financial information, complex disputes, and high-value transactions, all while maintaining warmth and professionalism
• You take ownership. You don’t wait to be told what to do. If something looks off, you investigate it. If a customer is stuck, you move things forward. If revenue is at risk, you protect it
• Fluent in both English and French, you’re comfortable supporting customers across the UK and Europe, particularly as we continue growing in France
• We’re looking for a Customer Success Executive who has good, relevant experience and wants to make their mark in a rapid-growth business where they can make a real difference whilst enjoying the environment and culture
• 🌍 Fluent English and French (written and spoken) — essential for supporting cross-border customers and building trust in France
• ⚖️ Proven experience handling complex or sensitive customer cases, including disputes, complaints, or high-value transactions
• 💼 Experience in a high-volume, fast-paced customer-facing environment, balancing responsiveness with quality and accuracy
• 💳 Strong financial literacy, confidently managing payments, refunds, fees, VAT and multi-currency transactions with absolute precision
• 🔎 Exceptional attention to detail, particularly when handling sensitive data and financial systems
• 🔁 Ability to operate across multiple systems simultaneously (CRM, financial tools, auction platforms) without losing accuracy
• 🤝 Empathy & Customer Focus — consistently delivering solutions with patience, professionalism, and care
• 📈 Commercial Mindset — protecting revenue while balancing customer satisfaction and deal completion
• 🗣️ Effective, personal communication — tailoring responses to the individual without sounding templated or robotic
• Proactive ownership — identifying issues early, taking initiative, and resolving problems end-to-end without constant direction

Desirable

• Provide exceptional, professional, yet personal support throughout the entire Customer Success lifecycle, including payments, disputes, and resolutions
• Our team is committed to delivering world-class service that not only exceeds customer expectations but also positions Car & Classic and Les Anciennes (its French based brand) as the leaders in customer satisfaction, setting us apart from competitors
• One of the most significant differences between Car & Classic and our competitors, is the post-sale support that our users receive
• Successfully assisting buyers and sellers with all processes and issues is a crucial piece of the Car & Classic brand, especially as we build on our reputation across France
• With a commercial mindset, we aim to see every deal through to successful completion, safeguarding revenue while fostering trust and loyalty
• Our goal is to ensure every customer feels valued, understood, and supported, leaving them inspired to share their positive experiences and recommend Car & Classic to others
• 📬 Deliver timely, high-quality responses to customer enquiries across HubSpot Conversations, maintaining strong responsiveness even during periods of high demand
• 📊 Manage a high volume of customer conversations effectively, contributing positively to overall team capacity and performance
• 💬 Respond promptly and professionally to auction comments, supporting buyer and seller confidence throughout live and completed auctions
• 🌍 Proactively assist customers with vehicle collection, international logistics and cross-border requirements across the UK and Europe
• ⭐ Contribute to excellent customer satisfaction outcomes, supporting the maintenance of a strong Trustpilot rating for Car & Classic
• 🇫🇷 Play an active role in improving customer satisfaction and brand reputation on Les Anciennes, supporting the continued growth of the French platform
• ️ Actively protect the Les Anciennes platform from fraudulent submissions and activity, maintaining a zero-tolerance approach to fraud and safeguarding users, revenue, and brand trust
• 💳 Handle payments, refunds, fees and financial queries with complete accuracy across multiple currencies and VAT schemes

• We usually respond within a week