minicabit.com is Britain’s largest cab comparison website, on a mission to be the most trusted, decarbonised mobility platform. We are the cab booking platform for millions of passengers across 550+ UK towns & cities, as well as top travel brands such as booking.com, Heathrow Airport, Stansted Airport and Expedia.

To support the fast-paced growth of our online marketplace as we transition to Electric Vehicles, we are looking for a Customer Success Manager to lead our customer-facing Operations and drive retention across key customer segments. The role involves working with a fully remote, international cross-functional team in this rapidly transforming mobility space.

 

Our journey so far :

• Highest rated service in our category on Trustpilot (4.4/5 from 7.5k+ reviews)
• First app to win investment offers on BBC TV’s Dragons’ Den
• In 2020, won ‘Best Ground Transport’ company at Travolution travel tech awards for the 3rd year, following previous wins for ‘Digital Business of the Year’ at the National Business Awards and ‘Best Self Booking Tool’ at the Business Travel Awards
• Won six figure investment from Innovate UK during pandemic lockdowns to build new capabilities to support Electric Vehicles, B2B bookings and parcel delivery
• Raised £2m investment from high profile backers including Telefonica O2.

 

What you’d be doing :

You will be joining our small but smart, distributed team at a critical point in our growth. You will be coordinating an established team of Operations Agents to

• achieve consistently high Customer Service standards
• continually optimise and automate established Operations processes to support live bookings, complaint resolutions, maximising Zendesk and its integrations where relevant
• create and implement data-driven retention strategies to increase growth, repeat purchase rates and profitability.

 

This might be a role for you if have experience :

• In recent roles (min. 4 years) in Customer Success in online B2C and/or B2B marketplaces that operate in the UK within a real-time, 24/7 environment
• Of guiding even a small team of Customer Service agents
• Maximising Zendesk and other relevant technologies inside out, alongside analysing recurring operations data, to structure/optimise/automate processes that continuously deliver best practice for quality customer experiences
• Upselling and cross-selling, contacting VIP or churned customers, handling complaints, across all comms channels (phone, live chat, email, social media, e-CRM)
• Serving as the voice of the customer for all areas of the business, for instance inputting into digital customer retention campaigns
• Excellent communication skills, both written and verbal and are fluent in English
• Challenging the status quo, passionate about identifying new ways to delight our customers across multiple channels
• As an organised self-starter in a fast paced, goal-driven environment.

 

Salary: Depending on experience

 

Benefits :

• Perkbox benefits, from free mobile phone insurance to free cinema tickets
• Discounted cab rides, of course!
• Opportunity to shine in a flat-structured, award winning business in an exciting, rapidly transforming Mobility space