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Customer Success Manager at Grafter

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  • Remote
  • fulltime
  • ₤20000 - ₤40000 per year
  • -
  • Grafter Customer Success & Community Manager (Remote, UK)

    Grafter is looking for a new Customer Success and Community Manager to join the small founding team and lead the successful engagement of Grafter’s online community. 

    What is Grafter?

    Grafter is an easy-to-use online network, where employers and workers can meet and engage for flexible, short-term and temporary work. Largely focused on the Building and Construction Industry.

    With over 80,000 registered users on Grafter, employers can quickly find the local temporary staff and workers they need and workers can find a flow of flexible work. Grafter takes care of the full end-to-end process from finding people through to invoices and payment.

    We are a small, bootstrapped start-up that recently became profitable and growing more than 300% every year. We are now hiring key people that will be part of our successful journey, our DNA and our culture.

    What is the role?

    This is an opportunity to join the business as a member of the founding team and activly contribute to the development of the product and business.

    With a background in Customer Success, Marketing or Community Management, candidates should have experience in developing relationships with an online community.  This is a proactive role to engage the community to help them get the most from using the platform and to maximise retention, conversion and revenue.

    You will have full ownership of the customer success activities and work as an integral part of the small founding team in helping to develop and grow the business.

    Key Activities

    • Own the relationship with the network of clients and grafters. Proactively build a sense of community and loyalty amongst the network.
    • Help the network to use the service effectively to find and deliver work. Supporting both clients and grafters using the service, responding to support questions as required.
    • Proactively develop online information and education about the service and automated online support (bots, articles, videos) to maximise self-service and minimise manual support. 
    • Provide input on product development to reduce customer support requests.
    • Manage communications about new product developments to the users and other outbound newsletter and communications, including copywriting. Develop social media channels to engage current and potential members of the network. 
    • Work with the founders to develop and deliver incentivisation programmes to the network.
    • Collect feedback about the service and contribute to product development meetings.
    • Potential to build a customer success team in the future or develop the role into other areas as the business grows.
    • Monitor misuse of the service and help manage controls to ensure jobs are completed and paid for online.

    About You

    • You are proactive, well organised & good at multitasking. You have the right attitude for a start-up, i.e. willing to move fast & get stuck in.
    • Attitude and enthusiasm is as important as experience. You are not scared to do things differently or get creative to make things happen.
    • Educated to degree level and with 3+ years experience in a service-based or online community role
    • You enjoy getting to know people and are passionate about helping others. You have excellent written communication skills - you can charm anyone over online channels.
    • Technically savvy - you can get up to speed on new software and products quickly. Experience with using online customer engagement tools like Intercom and mailjet, mailchimp etc key. Slack is also a key internal communication tool.

    Working Arrangements

    • Remote working with regular meetings in London
    • Use of your own PC or Mac
    • You will work a 5-day week, normal business hours
    • 20 days holiday a year rising to 25

    Remuneration

    • Salary £20 - £40K pa subject to experience and fit
    • Share options scheme TBD
    Proud member of the Disability Confident employer scheme
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