Customer Service Manager

About ripple⁺

Ripple is a consumer wellness brand offering single-use recyclable diffusers made from natural, organic ingredients. Their botanical blends are a non-addictive, nicotine free alternative to smoking & vaping.

Whether trying to quit e-cigarettes or simply seeking a recreational plant-powered puff, ripple⁺ is revolutionising a healthier nicotine-free lifestyle.

Overview of Role

We are seeking a highly motivated and organised individual to join our team as a Customer Service Manager. This position requires an excellent grasp of the English language, a love for customer success, the ability to handle numerous platforms and experience in managing a team.

The candidate will be responsible for executing on customer success across the multiple platforms and ensure a high satisfaction rate for all our e-commerce customers. In addition the role will include building the retention strategies within the business.

At ripple⁺, customers have and will always come first - it is of utmost important that a standard of care and love is upheld in every piece of communication from our team.

What You'll Be Doing

• Process and work through customer tickets to the highest of standards on a daily basis
• Manage the customer success team of 2 to 3 remote members to ensure that work is being done at the right quality and efficiency
• Management of all tools and platforms that are used for customer success and communication (email, SMS, Instagram and Facebook DMs, social media comments, review platforms, and more)
• Act as the primary contact for all customer-related escalations from the team, ensuring that standard procedures and resolutions are implemented for existing, new, and uncommon issues
• Implement eCommerce-specific strategies to secure customer retention and unwavering loyalty.
• Collaborate cross-functionally within the company to ensure product/service improvement based on customer feedback.
• Consistently measure Customer Satisfaction (CSAT) scores in an eCommerce context and proactively develop improvements based on eCommerce customer feedback.
• Reporting on all customer success activities

What You'll Need

• Excellent verbal and written communication skills and the English language
• A customer-centric mindset and approach
• Experience in Customer Success/Service
• Efficient multitasking and prioritisation skills
• An excellent eye for detail
• Good grasp of numbers and the ability to report using google sheets and excel
• Ability to learn and use new software and platforms quickly and efficiently

The Character We're Looking For

• Empathetic Professional: Understanding the unique challenges and opportunities within the eCommerce customer landscape
• Detail-Oriented: Meticulously managing every aspect of the customer relationship
• Highly Adaptable: Able to pivot and tailor strategies to fit the rapidly evolving industry
• Collaborative: A solid ability to work cross-functionally
• Results-Driven: Focusing on achieving and exceeding performance metrics

Why You'll Love ripple⁺

We offer a supportive working environment, plenty of training & career development opportunities, monthly fitness package, team events, quarterly socials and more

• Amazing ‘HQ’ in Camden, where you’ll be based (this position requires full-time office presence)
• A supporting & friendly team of hard-working people
• 25 days holiday per year excl. Bank Holidays
• £40/month towards your mental & physical wellbeing
• Team events & socials
• Travel to and from work covered

The start date for this role is immediate upon finding the right candidate

• The interview process will be three stages: a phone interview, a task, a call to review the task, and the final stage is a face-to-face interview in our London office.