UK Customer Team Lead
Tradify Limited, United Kingdom

We are on a mission to transform how tradespeople run their businesses and have a positive impact on their life. We hire people with energy to build something special that will transform an industry and meaningfully impact the life of our customers. Success for us is millions of people using Tradify across the world.

We offer a dynamic high growth environment where people can learn and thrive. If you want a fast paced, action oriented and sometimes unpredictable and challenging work environment, you’ll fit right in. Fundamentally we want to solve big problems and build great products that people love and can’t live without.

With a rapidly growing customer base, the Customer Team (Customer Success and Support) is at the heart of what we do. We’re proud to be working on great and innovative ways to help tradespeople succeed each and every day, but we want to do more.

As we increase our focus on Customer Success and Support even further, we need an outstanding Customer Team Lead whose primary focus is on managing, coaching, enabling and developing the UK Customer Success and Support team, as well as pitching in every once in a while to train / onboard new customers, or answer a support ticket. You will be passionate about helping our customers succeed by making sure your team succeeds in helping customers use world-class tech, that the team are able to communicate and build a strong rapport with all sorts of different people, and are comfortable and skilled enough stepping tradespeople through exactly how they can make the most of Tradify. The team currently consists of 3 Customer Success reps and 2 Support reps, but this will grow as we accelerate our growth in the UK.

Requirements

This role will report to the VP of Customer (Auckland, New Zealand based), with the clear mandate of creating a world-class UK Customer Team. Becoming more efficient and scalable is paramount to Tradify’s success and you will have an inquisitive mindset, who isn’t worried about rolling their sleeves up to get things done. What this means is that you’ll be comfortable following established Customer Success and Support processes, but more importantly, actively helping us to improve our processes by suggesting new ideas and approaches, and then implementing these when needed.

In a typical day, your duties might include:

• Starting the day with a 15 minute stand-up with the VP of Customer, Head of Support and UK Customer team
• Listening to team calls, reviewing Zendesk tickets and watching the team’s training sessions to better understand gaps and areas of improvement
• Day-to-day management and coaching of the team and answering any process or product questions
• Developing and delivering team enablement and onboarding documents, and working with the Global Customer Success and Support team to ensure consistency across the the Customer Team
• Reviewing reports and processes to see what’s working and what’s not
• Jumping into a whiteboard session with the VP of Customer to solve a problem
• Getting stuck into a thorny problem a customer is having and help them figure out a solution
• Maybe jumping into one or two, 45 minute training sessions if a customer needs it urgently, maybe making some welcome calls to new customers, or possibly answering some Support tickets
• Working with VP of Customer and Head of Support to implement changes
• Answering emails and texts from customers.

You’re going to love this job if you:

• Have an inquisitive mind, who loves helping your team improve and succeed
• Are a self-starter and natural problem solver, continuously trying to improve
• Are customer-centric, highly empathetic, high energy and can relate to people from all walks of life
• Have excellent written and verbal communications skills
• Love to find ways to make technology understandable and relatable - have a real passion for technology and getting to understand products at more than a superficial level
• Are comfortable with ambiguity and data, and changing focus during the day
• Like to ‘get stuff done’
• Are highly organised with great attention to detail
• Thrive in a great team environment where everyone is friendly, smart, and driven
• Believe that tradespeople do important work and that supporting them to do their work better is an awesome thing to be a part of
• Have experience leading, coaching and developing a customer-facing team, ideally in a Customer Success or Customer Support environment

Benefits

We offer a dynamic high growth environment where people can learn and thrive. If you want a fast paced, action oriented and sometimes unpredictable and challenging work environment, you’ll fit right in. Fundamentally we want to solve big problems and build great products that people l

Job Rewards and Benefits