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Ops and Customer Support Lead at Wevat

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  • Remote
  • fulltime
  • ₤35000 - ₤50000 per year

Operations and Customer Support Lead

About tax free shopping

It's a little known fact, but visitors from outside the EU can get value-added tax (VAT) back on their shopping when they visit Europe. After Brexit, residents of England, Scotland and Wales who are shopping in the EU are also eligible to shop tax free, which means they can enjoy savings by claiming back the VAT on their purchases. A range of goods including fashion items, cosmetics, technology, jewellery, food and wine are eligible for a VAT refund.

Wevat is on a mission to make it really simple for international travellers to get VAT back on their shopping in Europe, starting with France.

 

About Wevat

Wevat was founded in London in 2016 as the first digital VAT refund provider for international travellers. So far, we've helped refund travellers from 88 countries more than €18 million on their shopping.

Wevat aims to make the tax-free shopping experience convenient, efficient and trustworthy for travellers with its revolutionary digital solution and customer- focused service. We believe getting tax back on your shopping should be simple and hassle-free, so you can spend your time and money on better things. Wevat is launching its service in Europe to let travellers shop tax free on the go in France.

Wevat is backed by experienced investors including Entrée Capital, firstminute Capital, Sweet Capital, and Andy Phillips, former CEO of Priceline (part of Booking Holdings Inc.). We also have strong partnerships and seamless integration with innovative payment providers such as Alipay, WeChat Pay.

 

About the role

We are looking for a full time Operations and Customer Support Lead who can coordinate our operations and customer support teams to turn our mission into reality. You will be reporting directly to our co-founder and CEO, so expect to be taking on a lot of responsibilities.

You will initially be responsible for two workstreams: invoice verification and customer support.

Invoice verification requires the Ops team to use our internal tool to reject invoices that are not eligible for tax refunds, and to correct details that were incorrectly pre-filled by our OCR system.

The Customer Support team handles all customer enquiries, and acts as an important bridge to inform Marketing and Product of customer needs and desires.

This is a fast-evolving role however, and you will likely be tasked with filling skill gaps outside of your experience and even your comfort zone, so it's important that you are open to new challenges and are willing to stretch yourself.

Strong candidates who can prove themselves to be an exceptional contributor will earn the opportunity to sit on our leadership team, and be considered for a promotion to Head of Operations.

The position will be fully remote (timezone from GMT+0 to GMT+4), though if you're based in London you will work in office once per week with the London team.

You'll do:

  • Design new operational processes and optimise existing ones
  • Help define SLAs and KPIs to ensure a high performing Ops team
  • Configure our customer support platform, for tagging, automated replies, saved responses etc.
  • Organising shift plans and coordinating Ops and CS staff across different time zones
  • Handle customer enquiries and escalations
  • Hiring and onboarding new operations staff members, including finding outsourced solutions to help us scale if necessary
  • Produce analytics to report on performance

You'll need:

  • To speak, read and write English and Chinese (mandarin) fluently. Knowledge or fluency in French is an an added bonus.
  • To be an autonomous, responsible and driven self-starter
  • To be an exceptional communicator
  • 2-3 years of experience in operations / customer support, preferably at a startup
  • Prior experience with managing a team
  • Prior experience with a customer support platform, preferably Intercom
  • Hands-on experience and an understanding of remote team dynamics (and communication challenges within!)
  • Strong attention to detail
  • Empathy, patience and friendliness, as you will be interfacing with our customers
  • An analytical, quantitative mind that can identify areas for optimisation

You’ll gain:

  • Flexible working environment. We care mostly about results!
  • Mentorship from our CEO and leadership team
  • The chance to be involved in Product decisions for both our internal Ops tool as well as our customer-facing apps
  • Working in a dynamic and fast-growing tech startup
  • A monthly wellness budget that you can spend on all things to keep you happy and healthy
  • 28 days' of holiday + a birthday day-off
  • A friendly, multi-cultural and ambitious team
  • We have in-office days once a week for London team members

To apply for the position, please send your CV and an optional covering letter to work@wevat.com.

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