Customer Support & Generalist

One Third Stories

London | Full-Time

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One Third Stories is a high-growth start-up that inspires kids to love foreign languages. We do this by creating beautifully-illustrated, original story books that start in English and end in a different language, delivered each month as part of a subscription box.

We’re looking for a recent grad to become a superstar generalist and take the lead on customer service and new projects, as well as gaining exposure across a growing business.

One Third Stories was started by two friends as a passion project a few years back. These days there are five of us in the office (Alex, Jonny, Ollie, Ria & Charlotte) and we work with amazing freelance illustrators, authors, translators, narrators and teachers to create good old-fashioned bedtime stories that give children access to the wonderful world of foreign languages.

Our vision is for children everywhere to fall in love with languages through stories that inspire them to venture into the world and discover the people they share it with. Our mission is to put another language on every child’s bookshelf.

This job will be for you if…

- You’ve got brilliant written and spoken communication skills.

- 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 take initiative and are good at keeping a handle on several things at once.

- You’re a great problem-solver: if something’s not working, you’re the one who tries to fix it.

- You’re emotionally intelligent. You’re great at reading people’s tone over email, and understand which actions to take and what language to use in order to be effective in different situations.

- You’re the organised one from your group of friends. When a surprise birthday needs planning, you’re the person others turn to to handle it.

- You go above and beyond and put in that little bit of extra effort to fix a problem or make someone’s day.

Day to day you will be...

- Customer support agent: 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.

- Keeping tabs on recurrent issues with the customer experience, and feeding them back to the rest of the team so we can all work on different areas of improving the OTS service.

- Customer operations: you’ll help keep the One Third Stories cogs turning by managing subscriptions in our subscription platform. There’s a lot to learn here and a lot of room to improve how we do things too.

- Taking on new projects: you’ll identify new projects for the business depending on your skillset and area of interest. As with all start-ups, there are always new things and ad hoc tasks along the way. You’ll be happy to get stuck in with whatever comes up: big or small.

- Customer communications: you’ll plan, write, edit, & schedule our email communication with our subscribers, as well as creating engaging newsletter content which gives an insight into the brand and brand personality.

If you have this that would be great (but no worries if not):

- Experience in a customer-facing role with war stories of irritated customers that you’re now basically friends with.

- Any experience working with children or parents.

What you’ll get:

- A budget for you to learn anything you think might improve your performance or skill-set.

- The opportunity to grow rapidly and take on additional responsibilities.

- Three ‘Duvet Days’ a month to work from home so you don’t have to worry about commuting when you don’t feel like leaving bed (or are a tad hungover).- A small, supportive & friendly team who all muck in to help each other out, with Friday evenings at the pub.

- You’ll be based out of an abandoned piano factory in Camden Town (bohemian we know) with a bunch of other start-ups with the odd party here and there.

Please apply by sending an informal note introducing yourself, along with your answer to the following question to [email protected]. We're looking for someone to start ASAP.

‘Tell us about an interesting project you’ve taken on. Why did you do it? How did you go about it? What was the impact?’ (300 words max). 

We've written our own examples below. Successful applicants will hear back from us within 2 weeks.

Ria: I would have written about the time I accidentally became the owner of two goldfish while living in France. I dedicated myself to learning all about goldfish care (surprisingly complex!) and how to import them to the UK (surprisingly easy) so I could give them the best life possible.

Jonny: I would have written about making all of the jingles for my university radio show. Learning how to use all of the equipment and editing software, brainstorming ideas with my co-hosts, recording our friends doing silly voices…and I would have sent in the really good Star Wars Themed one I made to go with it!

Alex: I would have written about how during my studies I would use Italian pop songs to improve my speaking and translating skills. I would always go to lecture with a banging playlist, but over time I proceeded to print out the lyrics, memorise them and attempt to translate and sing them in English, while listening to the song in real time.

Salary range £23,000 — 23,000