ripple Greater London, England, United Kingdom
Customer Success Manager
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 Success 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 multiple platforms and ensuring a high satisfaction rate for all our e-commerce customers. In addition, the role will include building retention strategies within the business. At ripple⁺, customers have and will always come first - it is of utmost importance that a standard of care and love is upheld in every piece of communication from our team. What You'll Be Doing 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. Process and work through customer tickets to the highest of standards on a daily basis. 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 in the English language. A customer-centric mindset and approach. Experience in Customer Success/Service. Efficient multitasking and prioritisation skills. 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⁺ Amazing ‘HQ’ in Camden, where you’ll be based (this position requires full-time office presence). A supportive & friendly team of hard-working people. 25 days holiday per year excluding Bank Holidays. £40/month towards your mental & physical wellbeing. Team events & socials. The start date for this role is immediate upon finding the right candidate. Seniority level
Mid-Senior level Employment type
Full-time Industries
Wellness and Fitness Services
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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 Success 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 multiple platforms and ensuring a high satisfaction rate for all our e-commerce customers. In addition, the role will include building retention strategies within the business. At ripple⁺, customers have and will always come first - it is of utmost importance that a standard of care and love is upheld in every piece of communication from our team. What You'll Be Doing 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. Process and work through customer tickets to the highest of standards on a daily basis. 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 in the English language. A customer-centric mindset and approach. Experience in Customer Success/Service. Efficient multitasking and prioritisation skills. 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⁺ Amazing ‘HQ’ in Camden, where you’ll be based (this position requires full-time office presence). A supportive & friendly team of hard-working people. 25 days holiday per year excluding Bank Holidays. £40/month towards your mental & physical wellbeing. Team events & socials. The start date for this role is immediate upon finding the right candidate. Seniority level
Mid-Senior level Employment type
Full-time Industries
Wellness and Fitness Services
#J-18808-Ljbffr
