Swoon Editions is hiring a

Customer Care Operations Lead

London, United Kingdom

Our Customer Care team are the first port of call for our customers. Whether they’re looking for advice on the perfect piece, or seeking to help with a delivery that’s gone wrong, you’ll be the face (and voice) of Swoon Editions to each and every enquiry we receive – over the phone, email and on social media.

In the Customer Care Ops Lead role, you’ll not just manage and resolve customer enquiries but also play a pivotal role in helping to design innovative solutions to prevent them, working with all areas of our business.

Reporting to the Head of Care, you’ll be digging into customer data and identifying opportunities to improve the systems and processes that drive truly great customer experiences, for example working with our UX and tech team to design self-serve functionality on our website.


RESPONSIBILITIES

  • Analysing the customer journey driving improvements in business processes and comms
  • Designing innovative tech-led solutions to improve customer service experience
  • Resolving customer issues and complaints, including timely follow-ups and escalation
  • Dealing with inbound and outbound customer calls, emails and social media posts
  • Understanding, explaining and improving our business model
  • Learning about (and selling!) our Editions
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