Customer Service Executive

Lyvly

customer service London | Full-Time

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Customer Service and Operations Manager

The people we share our lives with make all the difference. At Lyvly, we share more than just spaces, we share our lives and we call it shared living. We take the hassle out of communal living so our members can focus on giving time to each other and to themselves. We are looking for like-minded individuals who love this as much as we do :)

Lyvly is founded by a team of experienced and passionate entrepreneurs. Run by Phil Laney, Kim Hurd (founder and CEO of Tabl) and Alex Gruca (founder and CEO of Joivy) and backed by Sirj Khaliq (CTO of Climate Corp - sold for $1.1bn), Greg Marsh (founder of Onefinestay) and Simon Levene (founder of Mosaic).

We're seeking the next generation of people to join us as we hit an exciting next stage in our journey. As one of the first people on team Lyvly (there’s currently 15 of us), you'll be playing a pivotal role in shaping our future. This means you will be pumped by our mission and motivated by the desire to build something that will bring meaningful impact to people’s lives. It also means you are the sort of person who will run head first into the growing challenges an early stage startup faces and take responsibility for the impact you want to have.

So if you identify with words like bravery, risk, challenge, but while acting with empathy and patience...then read on...

Role

Largely you’ll enjoy surprising customers by going the extra mile to fix their problem. As soon as you’re done, you can’t wait to think through how you’d do it better next time. This is the biggest part of your job and you get a real kick out of it. You’ll also keep tabs on recurrent issues with the customer experience, and feed them back to the rest of the team so we can all work on improving Lyvly. This includes:

  • Being the first port of call for all of Lyvly’s member enquiries

  • Delivery of exciting communications to all members in the community

  • Welcoming new members, and helping them through their Lyvly journey

  • Keeping members up to date of what is happening in their homes on a weekly basis

  • Defining customer service best practices and designing processes and procedures to support this

  • Helping members identify and resolve issues in their homes quickly and satisfactorily

  • Ensuring members are satisfied with the condition of their homes and that partner services are fulfilled

  • Solving problems efficiently and effectively to ensure member happiness

  • Meticulously manage the member and maintenance databases to ensure that communications and requests are logged and tracked

  • Working closely with the community manager to cultivate a positive community culture

Additionally, as an integral part of the team, you’ll bring your own ideas and help across operations and communications teams to build a community you’ll be proud of.

As an ideal candidate you:

  • Have proven successful customer service experience - you know and believe the customer is the heart of the company and the business and love building this into the product

  • Have experience in a quickly-growing startup

  • Are a great listener and communicator. Always friendly and with a positive a bias for solving problems and action

  • Are calm under pressure and be able to adapt quickly to meet the needs of each member in the community

  • Have exceptional organisation skills and are able to juggle multiple tasks - you live to make order of chaos and are the one friends turn to in order to organise a birthday

  • Have impeccable attention to detail - not kidding - you’ve found more than 4 errors in this job description already

  • You’ve got great written communication skills, know where to put a comma, and are great at reading people’s tone over email

  • You’re an all-rounder that enjoys getting stuck into lots of different jobs and gets a buzz from having a ‘ticked-off’ to-do list. You don’t put off life admin, and are the one that takes care of the bills in your house

  • You love making people smile and really appreciate how sometimes the smallest thing can make the biggest difference to someone’s day. That’s what we’re here to do at Lyvly.


Salary range £25,000 — 30,000

Negotiable based on experience - Plus Equity