Customer Experience Associate

at Drover in London

Drover is an online car rental marketplace that bridges the gap between short-term rentals and long-term leasing, providing an attractive alternative to buying a car. Our tech makes hiring a car as seamless as booking a flight online while allowing fleet owners to efficiently run, manage and scale a rental business. We are currently active in the private hire and courier van verticals but we’re really just getting started: we have big expansion plans for 2017! We are backed by some of the world’s top VC investors incl. Forward Partners, Version One Ventures, Partech Ventures and BP Castrol.

We have experienced tremendous growth since launch (10+% WoW since Jan 2016) and we’re now busy scaling our customer experience team to the highest standard in order to delight every single Drover customer and partner. To help us achieve this, we are looking to add an energetic and ambitious university graduate to our 25-people strong team.

As Customer Experience Associate, you will be responsible for the following:

- Retention: Churn is your worst enemy and you will not be content until you eliminate it

- Support Ticket Pipeline: Own our email ticket pipeline on Zendesk and inbound call pipeline on Aircall achieving an outstanding customer service level which will prompt our customers to rave about us offline as well as on Google and social media

- Accident Management: Drover customers work extremely hard driving 60+ hours a week and accidents sometimes happen. It will be your job to guide our customers through the claims process continuously updating them on the status of their claims

- Process Optimization: Implement scalable workflows and processes to reduce ticket count and response time, working closely with the product team to eliminate issues causing tickets in the first place

- Up-selling Contracts: Work to lock Drover customers into longer-term agreements and reduce churn as a result


- A new graduate ready and excited to learn from an incredible team that includes serial entrepreneurs, ex-i-bankers, ex-management consultants and alumni from several of the world’s top 10 universities who all love what they do

- A total hustler who will do anything to acquire and retain a new customer even if that means “doing things that don’t scale”

- A charming people person with an infectious smile that would disarm the unhappiest customer on the other side of the line

- 1-2 years of experience in a customer service role – a plus but not necessary

- Worked in a high-growth startup before – a plus but not necessary

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Published at 28 Mar 2017
Expires on 28 May 2017