Customer Operations Lead

This is a fully remote role based in Europe / UK only

Role Overview 🚀

Are you an experienced Customer Support Lead with experience managing complex customer issues and business operations? Then this Customer Operations Lead position could be a great role for you!

At Uncapped, we help ambitious founders realise their dreams. This Customer Support role offers an opportunity to join a start-up in its early stages and contribute directly to our growth. You will learn from experienced colleagues about providing exceptional customer experience and internal support, developing your customer communication skills, and deepening your project management abilities. Come join a high-performing team, as we work with the Founders and decision-makers of the most exciting digital companies in Europe.

About Uncapped 👫

Founded in 2019, Uncapped is the fastest, most affordable way for growing online businesses to fund marketing and inventory. The company was born out of frustration with the limited financing options available for UK and European entrepreneurs to finance growth.

Uncapped provides business advances of between £10k and £5m without credit checks, personal guarantees, warrants, equity, or compounding interest -- and makes money by charging a low flat fee that is paid back from future sales revenue. Uncapped has raised $120 million from investors including Lakestar, Mouro Capital, Global Founders Capital, White Star Capital, Seedcamp, and All Iron Ventures.

What you will do ✍️

• Lead and grow the Customer Support Team
• Embody customer satisfaction in everything you do and act as the key escalation point for customer
• Manage our social channels to ensure all customer feedback is captured and actions
• Work with our Customer Success Manager to design best in class documentation, guides and tutorials for customers
• Optimise customer operations processes and ensure internal documentation is up to date
• Be the top problem-solver on a wide range of customer issues that come through email, chat, and social media by effectively diagnosing and troubleshooting. Your feedback on these scenarios will help us to shape the product as we grow!
• Troubleshoot the most common technical issues coming both from customers and from employees, identify their scope and impact, and escalate them to the Engineering team when needed
• Help us build our knowledge base and our help center to make sure the company will grow!

Requirements

Who you are 👀

• Experienced in a leading a small customer centric team, such as customer support or customer success in a tech driven environment
• A natural problem-solver who puts the customers first and tackles issues with lightning speed
• SQL expert who can trouble shoot data issues at the first point of contact
• Expert in Hubspot or equivalent CRM
• Experience working with productivity tools such JIRA, Trello, Notion
• Excellent organisation and multi-tasking skills with acute attention to detail
• Knowledge of, or interest in, the high-growth businesses ecosystem, e.g., e-commerce, SaaS, and D2C business models

Benefits

What we offer 🎁

At Uncapped, our people make us successful. We are a start-up with big goals, and we work hard, so we want to give everyone the benefits they really want. We are continually adding to this list as new people join -- here are some of the things you can expect:

• Competitive compensation plan
• Personal growth fund: Raise your game from great to spectacular
• Flexible working: Remote-first processes for ultimate flexibility
• Unlimited annual leave - travel the world whenever you want!
• Your birthday off: Enjoy your special day on us
• Annual retreat abroad: Connect with your team on a paid staff trip
• Weekly recognition and awards: Celebrate wins big and small
• Workspace fit for you: €400/£350 to improve your home office
• The opportunity to make a big impact every day on the lives of European entrepreneurs.

We are only able to consider applications from those who are eligible to work in the EU/UK without requiring sponsorship.