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Customer Success Associate at Soanua Limited

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  • London
  • fulltime

About Rise & Fall

At Rise & Fall, we believe that luxury products shouldn't come with the luxury price tag. Our mission is to make high-quality lifestyle essentials more affordable. So we can all buy less but buy better. We connect our customers directly to the world's best manufacturers. So they can get luxury products at radically low prices. Our range includes luxury bedding and homewares, men's and women's apparel and Italian leather. With new categories launching each month.

This is an exciting time to join Rise & Fall. We’re about to close a big funding round to grow our team and launch exciting products in new categories. You’ll be an integral part of our Customer Success team and the future of Rise & Fall.


About the role:

How you’ll make an impact:

  • Surprise and delight customers through the delivery of world class customer service
  • Be the first point of contact for all customer queries across email, social media, online chat and landline
  • Take ownership of and be proactive with communications to customers where you can see potential friction points
  • Work alongside our Customer Success lead to continually optimise our workflows 
  • Capture key customer insights in order to drive positive business change in terms of customer experience, internal processes and product feedback
  • Use a data driven approach to identify and act upon opportunities surfaced through customer contacts
  • Work directly with the founder to set goals ensuring projects are contributing towards company wide objectives

About you:

  • You have a background in a customer care / service environment (ideally at another start-up) - bonus though not essential
  • You are excellent at written communication with the ability to apply the appropriate tone of voice across various media platforms
  • You are proud of your ability to de-escalate unhappy customers and turn them into advocates
  • You are strategic enough to make good prioritisation decisions
  • You have an innovative and entrepreneurial approach with passion to succeed and overcome obstacles
  • You operate with ownership, are a self-starter, and have a strong attention to detail
  • You are comfortable learning new technologies


Why Rise & Fall

  • 28 days holiday
  • Opportunity to shape the future of Rise & Fall as an early team member
  • Massive learning opportunity and personal growth as the company scales
  • Hybrid working between our office and home
  • A competitive salary 
  • A breadth of experience not found in larger organisations
  • Bedding, clothing and other product perks + an employee discount for any gifting

Please send your CV along with short cover email to explaining why you are a good fit for the position

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