Customer Support Representative, Shuffle
Thursday to Monday
£30-32k
3 days a week in office (Hoxton, London)
Restaurant investor and rewards app
Job no longer available
Restaurant investor and rewards app
1-20 employees
Job no longer available
£30-32k
3 days a week in office (Hoxton, London)
1-20 employees
Company mission
To fuel the continued growth of the hospitality ecosystem.
Role
Who you are
- You have exceptional written communication skills—clear, thoughtful, and empathetic. You know how to make complex issues feel simple and human, and your tone always reflects the brand
- You’re analytical and data-literate. You’re comfortable working with support metrics (like FRT, ART, CSAT), spotting trends, and using data to prioritise improvements and report on progress
- You know that great support is a team sport. You’re comfortable collaborating across product, engineering, and growth to surface insights and drive better outcomes for customers
- You’ve built or scaled support in an early-stage startup before, or have experience supporting a large customer base with limited resources
What the job involves
- Design and run customer support systems that can handle over 100,000 active Shuffle users with a lean (initially solo) team
- Personally handle day-to-day support operations, including answering customer inquiries, resolving issues, triaging bugs, and escalating product feedback
- Reduce support response times dramatically — to under 10 minutes First Response Time (FRT)
- Own customer satisfaction, maintaining a CSAT score of 4.5 or higher across all interactions
- Use support data and analytics to uncover patterns, guide product improvements, and improve operational efficiency
Application process
- Initial Call with the Founders Associate (30 minutes)
- Co-Founder Interview (45 minutes)
- Skill Assessment & Final Interview (60 minutes)
- Meet the Team
Salary benchmarks
Our take
Rewards platforms for the hospitality industry can tie restaurants with badly matched businesses and risk being quickly forgotten by users. Uninspiring brands, failure to evoke customer loyalty and the fact that an average of 60% of restaurants fail in their first year sparked the idea of Shuffle, a restaurant investment and rewards platform.
The ecosystem that Shuffle is building is a rather neat one. Investing directly into restaurants, bars and cafes, the company uses its financial returns to set up rewards programmes for its partner restaurants and the customers who sign up to the Shuffle platform. The rewards themselves are, on average, valued at about 20% of their order. They’re randomised, ensuring a fun and unexpected reward for customers, which adds a hint of gamification to a meal out. Ultimately, hospitality businesses gain a loyal customer base, customers gain a deal sweetener for their evening out, and Shuffle makes a profit through its platform, reward partnerships and investments.
Shuffle is currently available in Manchester and Liverpool, but has longer term plans to expand out across the UK. Its hybrid reward platform and investment portfolio have a lot of potential for widespread adoption.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Company benefits
- 20 days holiday + seasonal holiday shut down in December
- Off-sites every 6 months
- 12 work-from-anywhere days annually
- Cycle to work scheme
- Wednesday lunches + monthly socials
Company HQ
Westminster, London, UK
Leadership
Ollie Purdue
(Co-Founder & CEO)Previously founded Loot (a digital bank with 200,000+ users, backed by SpeedInvest & Global Founders Capital); Partner at Antler; CPO at Bó (NatWest’s digital banking arm)
Enzo Ottens
(Co-Founder & COO)Previously founded Earnr (finance & tax app for freelancers, backed by 7Percent Ventures & Antler); Chief of Staff at Mettle (NatWest’s SME banking platform); Consultant at Deloitte; LBS MBA
Share this job
View 1 more job at Shuffle