Customer Experience Executive (Grads Welcome)

at Drover in London

(₤22000 - ₤26000 per year)

Drover is a VC-backed marketplace company offering monthly, all-in car subscriptions to customers who want to experience car ownership as it should be: flexible and at a fair, transparent price. We believe nobody should have to put up with long-term contracts and surprise costs left right and centre - with Drover you select your favourite car, keep it as long as you want, swap or cancel, downgrade or upgrade any time, all for a single all-in price. We’re laser focused on establishing car subscription as the defining industry category of our time. For some more detail, check out our press coverage in TechCrunch and Forbes.

Thanks to an incredible 60-strong team in London and Lisbon and the backing of world-class investors including Version One, Forward Partners, Cherry Ventures, Partech and BP Ventures, we have already handled tens of thousands of bookings since our launch just two years ago. But we have barely just begun... Come on board and join the ride!

We are now looking for a rockstar Customer Experience Executive to help us reach new heights. In this role, you will delight our customers with an amazing level of service and help define our long-term retention strategy. In particular, you will focus on the following:

- Help our Customers: Respond to email (Zendesk) and phone queries achieving an outstanding customer service level. Your enthusiasm and commitment to helping our customers will have them calling you out on Google Reviews and Trustpilot!

- Improve processes: 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: Convert short-term customers into long-term users and advocates, reducing churn as a result

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

REQUIREMENTS

- Bachelor’s Degree from a leading university and evidence of exceptional academic performance

- 1-2 years’ experience in a customer service role ideally at a hyper-growth B2C startup - a plus but not essential

- A passionate, tenacious problem-solver not afraid to roll up their sleeves

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

- An organised individual with excellent attention to detail

BENEFITS

- The opportunity to become one of the early employees at an ultra fast-growing, exciting startup changing the mobility and automotive landscape

- The opportunity to work with, and learn from, a world-class team that includes serial entrepreneurs and alumni from some of the world’s best schools (Oxbridge, LSE, Chicago, Warwick, WHU) and most exciting companies (Google, Uber, Lyft, Blablacar, Gett, WeWork, EY, Goldman Sachs)

- An international environment: we are 18 nationalities working in two offices (London and Lisbon) - expect a couple of work trips to Lisbon!

- A competitive salary and discretionary stock options

- Top-notch kit. We'll get you a shiny new laptop!

- Pension & cycle-to-work scheme

- Awesome startup office overlooking Regent's Canal, with a ping-pong table and an Oculus Rift

- Free fruit and coffee, team lunch & drinks on Fridays

- Friday drinks

- Monthly socials, biannual team retreats to exciting European destinations to celebrate milestones (Budapest and Lisbon down, where next...?)

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Published at 08 May 2018
Expires on 03 Jul 2018


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