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Head of Client Success
at Airsorted

go back to Customer Support Jobs
  • London
  • fulltime

We’re Airsorted. Our mission is to make hosting hassle-free for everyone.

We’ve grown fast. Since launching in 2015, we’ve signed up thousands of happy hosts, helping them to make over £30,000,000 in earnings.

The business has now expanded worldwide – we’re operating in over 20 cities globally, from Auckland to Tel Aviv, and there’s a lot more to come. 

Though we have three types of customers (hosts, guests and cleaners), we built the Airsorted product for our hosts. From holidaymakers to full-time landlords; host happiness is central to everything we do.

As the business expands rapidly across the globe (currently 20+ markets; 30+ by EoY19), we need a customer-centric analytical brain to capture, define and implement best practice across all our markets.

What do we expect you to do?

  • Define and optimise the customer lifecycle.
  • Define and optimise the customer service delivery model balancing  cost to serve with customer satisfaction. 
  • Enhance effectiveness and efficiency through technology - both utilising Salesforce (etc) and recommending product innovations to our world leading product and tech teams.
  • Implement host and employee onboarding and development programs, and foster collaboration within the team and across a customer’s lifecycle.
  • Build tools and processes for quality recruitment and establish a world-class training process for Client Success across multiple different markets
  • Measure effectiveness of customer success by defining operational metrics, tracking systems, and reporting to the company and executive team.
  • Embed the Airsorted Customer Promise into Client Success training and performance management processes

So what are you like?

  • Obsessed with the customer
  • You will use data to be the voice of the customer, internally 
  • 5+ years experience leading, training, inspiring, coaching, and building a world-class team across multiple locations 
  • An ability to translate business strategy into tactical operating plans and build a replicable playbook
  • A proven ability to analyse business performance, set relevant targets, and exceed.
  • Proven track record in providing transformative customer experiences.
  • Excellent track record for retention and proven experience driving business growth.
  • Tech-savviness and interest in next-generation customer experience technology and products.
  • Fluency in common support tools such as Salesforce (etc)
  • Excellent communication and presentation skills.
  • Comfort with a rapidly evolving work environment; with experience in taking initiative.
  • You understand the drivers of B2C businesses, ideally with high value client relationships
  • You have used and administered CRM tools, and ideally have experience of Salesforce Service Cloud
  • You know how to truly embed a customer promise within local teams that do not report directly into you
  • You would have worked across sites globally

Extra Details/Benefits:

  • Competitive Salary 
  • Stock options – so when we make it big, so do you
  • Holiday allowance - 25 days, plus bank holidays and an extra day for your birthday (because who wants to work on their birthday)
  • Career development – unique opportunities to learn and progress in one of the UK’s leading startups
  • Enviable company culture – we’ve put time into getting our work culture just right. Regular team social events, company-wide recognition of outstanding work, free snacks and drinks every day – we’ve got it all    
  • Employee discounts – at heaps of restaurants, shops, gym memberships, cinema tickets and more
  • Pawternity leave – work from home for a week when you get a new pet, to help them settle in!

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