Client Operations Executive
Mention Me, United Kingdom

Hi, I’m Tati, our Operations Manager at Mention Me and I’m hiring! Before I tell you more about the role, here's a little bit about Mention Me and what we do.

Becoming a Mentioneer means you’ll be joining our Referral Engineering movement, which is changing the world of marketing.

Our data-driven referral marketing platform equips brands to drive growth through their fans by encouraging and rewarding personal recommendations.

There’s a good chance you’ve already come across us while online shopping from Puma, Michael Kors, ASOS, Ray Ban, or any other of the 450+ brands we work with.

We’ve delivered more than 5.5m referrals totalling $1.5bn in revenue for our clients.

Now, our mission to make all brands think advocacy-first is stepping up a gear, and you might be just who we need to help us.

We’re looking for a Client Operations Executive to join our six-strong team, responsible for providing the best client support for the world’s leading advocacy platform. You’ll work closely with fellow operations colleagues, the onboarding team, the engineering team, the client design team and the product team to ensure quick and efficient resolution and implementation of external and internal requests of our clients and their customers.

You’ll be joining at an exciting time when we’re taking on more responsibilities during 2024 and beyond. The scope of the role is broad, touching every part of the Operations’ wide range of tasks and you will experience change a lot of change, fast. Excited? Read on!

• Manage support enquiries from our clients, their customers and Mention Me colleagues, as they arrive via our ticketing system, responding with promptness, thoroughness and good grace, according to the agreed SLAs and QA process.
• Be responsible for actioning a wide range of changes on our clients’ referral schemes, proactively ensuring they are running smoothly and escalating when they are not.
• Conducting regular written and video communications with many of our clients who need extra support and don’t count on a dedicated Client Manager.
• Manage yearly account renewals for around a third of all our clients, making changes in SalesForce according to their contracts.
• Supporting the Onboarding team with setting up new clients.
• Work alongside the Design team and request UX updates for our clients.
• Develop a deep knowledge of the Mention Me platform and product and use that knowledge to help our clients out when they need it.
• Develop and share training, best practices and documentation in Mention Me and amongst clients.
• Provide constructive feedback on Mention Me’s tools and processes as we seek to continually improve our platform and the service we provide.
• Have a drive and desire to do the best job for your clients/colleagues that you possibly can, exercising Customer Love and going the extra mile/anticipating clients and Mentioneers’ needs.
• Manage non-ticketing tasks (e.g. voucher availability) on a rota basis.
• Actively participate in the delivery of Ops and/or wider Mention Me team’s Wildly Important Goals.

• Have a drive and desire to do the best job for your clients/colleagues that you possibly can.
• Are organised and take a thorough approach to the timely delivery of good quality work.
• Have at least two years of experience working in a customer support role within a SaaS business.
• Have an understanding of web technology and good general computing skills.
• Have good knowledge of online business, either in customer acquisition, customer retention or product marketing would be desirable.
• Love being hands-on in a scale-up environment.

Here are some of our favourite perks and benefits, but we have so many more!

Remote and Hybrid working.

Private medical insurance with Vitality, including: mental wellbeing support, a range of lifestyle benefits and great incentives

Major dental, vision, and life insurance policies.

An annual learning and development budget

2 Celebration Days: additional time off for you to celebrate religious days, cultural events, birthdays, anniversaries, or any other significant day that’s important to you

Enhanced parental leave

25 days holiday plus public holidays, alongside additional days for being a Mentioneer

Monthly prizes for being amazing! Values Awards and Customer Love awards, and Founders’ Award for Awesomeness. Win up to 500 cash, vouchers, meals out and trips away.

Regular social events, from chocolate-tasting and pottery-making to poker nights and picnics

All the up-to-date tech you’ll need (we love Macs)

Short and long-term disability support

After you apply, expect to hear back from us

Job Rewards and Benefits