Customer Service Manager, givestar
£35k
2-3 days a week in office (Marble Arch, London)
Charity fundraising platform for the next generation
Posted today
Charity fundraising platform for the next generation
21-100 employees
Posted today
£35k
2-3 days a week in office (Marble Arch, London)
21-100 employees
Company mission
givestar exists to unleash the good in everyone. Through tech-for-good we will meet the demands of a digital, mobile and cashless society - givestar is the best fundraising solution for today and tomorrow.
Role
Who you are
- This role is ideal for someone ready to take their first step into management. While the role will evolve to include greater people leadership as the business grows, the initial focus will be on running an efficient support operation, improving processes, developing our AI support capabilities and helping build the foundations for a scalable Customer Support function
- Experience working within a customer support function in a SaaS, software or technology business
- A passion for delivering an exceptional customer experience, with a proven ability to manage and prioritise customer issues effectively
- A proactive approach to improving processes, identifying inefficiencies and contributing ideas that enhance the customer support function
- Excellent organisational skills, with the ability to manage multiple priorities and consistently meet service level expectations
- Strong written and verbal communication skills, including the ability to produce clear customer communications and knowledge base documentation
- High level of digital literacy, with the ability to quickly learn new software platforms and confidently adopt new technologies, including AI-powered support tools
- Strong problem-solving and analytical skills, with the ability to identify trends and recommend practical improvements
- A collaborative and ownership-focused approach, with the confidence to work across Product, Engineering and Operations to deliver the best outcome for customers
Desirable
- Experience using Intercom (including Intercom Fin) or similar customer support platforms
- Experience within a fintech, payments or regulated business
- A desire to develop into a people management role
What the job involves
- Take ownership of the day-to-day operation of the Customer Support function, ensuring customers receive a consistently high-quality service and that agreed SLAs are achieved
- Manage the end-to-end support operation across email, live chat and other support channels, ensuring work is prioritised effectively and customer issues are resolved efficiently
- Develop, document and continuously improve support processes, workflows and operational standards to create a scalable support function
- Develop our support technology stack, including Intercom and Intercom Fin, continually improving the AI capabilities, reviewing AI performance and creating the knowledge articles and content that underpin an effective self-service experience
- Monitor support performance through reporting and analytics, using data to identify trends, improve efficiency and enhance the overall customer experience
- Work closely with the Operations Manager, COO, Product and Engineering teams to ensure customer feedback is translated into product improvements and operational enhancements
- Maintain and develop our customer-facing Help Centre and internal knowledge base, ensuring information remains accurate, relevant and easy to access
- Drive a culture of continuous improvement by identifying opportunities for automation, process optimisation and operational efficiency
- As the business grows, support the development of the Customer Support team through coaching, mentoring and, in time, recruitment and onboarding of additional team members
Salary benchmarks
Our take
There is exciting potential for the act of fundraising, as companies increasingly engage with the compatibility between charities and technology. givestar offers an app that brings fundraising into the world of social networking by connecting fundraisers, donors, and charities, as well as a location to enable payments.
To further accomplish its mission, the company recently launched Tap-on-Phone, a first-of-its-kind product - built into the givestar app - that turns a smartphone into a card reader to be used as a contactless donations point. Not only is the product itself opening up access to donation, but it is the first time contactless technology is accessible to charities of all sizes, as it is free of charge.
Its impact on the charity sector is undeniable since its launch in 2018. During this time, givestar’s network has already gained the trust of leading charities, including Cancer Research UK, NSPCC, Great Ormond Street Hospital, and MacMillan Cancer Support. This company has an exciting future ahead.
Steph
Company Specialist at Welcome to the Jungle
Company
Company benefits
- Flexible working - we know that there are many pulls on your time, so we will flex accordingly
- Generous holiday - starts from 25 days holiday plus your birthday off
- Company Pension contribution - the company will contribute to your future, which you can add to
- Hybrid working - work at our Kensington office or at home
- Free office snacks - cereals, fruit and other savories provided daily
- Quarterly staff events - a planned get-together for all staff to kick back and just enjoy ourselves
- Life-changing work - Do work that makes a huge difference to people’s lives
- BUPA Medical and Dental cover
- Company life insurance and critical illness cover
- Matched charity fundraising allowance
Company values
- There's capacity for good in everyone: Humanity's potential for good is innate and unlimited
- Good deserves better: Technology can make giving a joy
- Be restless: Rejection of the status quo is at the heart of all positive impact
Company HQ
Kensington, London, UK
Leadership
Alexander Coleridge
(Co-Founder)Previously a Marketing Strategist at Mission Group in both London and New York, working with clients such as Microsoft and Amazon. Years of deep charity sector knowledge. Prince's Trust board member.
Tom Montague
(Co-Founder)Previously an Aviation Specialist for 5 years at JLT in both London and Singapore, he spent his time managing relationships with some of the largest airlines in the world.
Diversity, Equity & Inclusion at givestar
- We embrace and openly welcome people from different cultures, perspectives, and experiences to create a diverse and enriched company.
- We are guided by our values in everything we do, and we recognise that being a diverse and inclusive employer helps us make a difference to all our employees and customers
- We work hard to recruit, develop, and retain the most talented people, regardless of background to make sure we grow our company sustainably and with different cultural influences
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