Senior Customer Experience Manager 🌿

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🌍 Bristol (flexible / remote considered)
🤓 Full time
💵 £35k - £45k depending on experience

Company profile


We are Ecologi, an environmental organisation, who run a subscription service to help restore our planet. Our mission is to avoid 50% of global emissions by 2040. How are we going to do this? By protecting nature, supporting the best in carbon offset programmes (like protecting the Amazon Rainforest) and planting trees in the places that need them. 



As a team we’re easy going and we take great pride in our work. From brand and marketing to product development and climate impact, we’re all striving to move the needle on the climate emergency. We celebrate our milestones and we’re looking forward to some big get togethers once we’re allowed. Our culture is about pulling together, helping one another, about putting forward good ideas and feeling part of something bigger than yourself. 



With our 20,000 strong subscriber base, we’re now funding 1 million trees every fews weeks. Impressive, but we’re only just getting started. Our goal is to fund billions of trees a month.



Are you the right person to help us achieve this?

About the role

We want to hear from confident, experienced customer success professionals with a passion for sustainability who can provide first class consumer support and create the strategy for a growing customer experience team.

We are a growing Marketing and Customer Experience team and you will be helping in the day to day shaping of Ecologi’s customer support and experience channels. We’re taking the organisation to the next level and are looking for a senior customer support manager with 5-7 years experience (including people management of previous support teams or call centres).

Ecologi is based in Bristol, and whilst this is a flexi-remote role for the first 6 months, we would ideally like to hire someone that could travel to the office at least twice a week, so being less than a few hours away by train is important. We are an ambitious, dedicated and optimistic team who believe we can restore our planet together. Interested? Then read on!


The day-to-day

  • Managing our growing customer experience team and providing training to colleagues on how to use our support platforms.
  • Responding to all live chat, TrustPilot reviews, Community Forum messages, emails, Social Media responses and DMs received on the same working day - or within 24 working hours.
  • Setting our customer experience strategy across our communication channels, live chat, email, community platform and FAQs, developing  a system that scales as we grow.
  • Monitoring Customer responses to identify opportunities to make product and tech improvements to create more efficient customer experiences.
  • Connecting with new customers who respond to our surveys, and engage them with support where responses indicate a need.
  • You will be a key part of the community conversation.


About you 

  • A confident communicator, relationship builder and proactive problem solver, confident to work independently and seek support from the wider team when needed
  • Able to demonstrate an unshakeable customer centric mindset through your approach to this role
  • Well-organised and confident working with e-commerce and contact management systems
  • People management and coaching skills to grow a team
  • Exceptional writing, spelling and proofreading skills

 

Diversity and inclusion

We are looking for shining stars and diamonds in the rough, and we’re committed to creating a diverse environment and all qualified applicants will be considered regardless of race, colour, religion, gender, gender identity or expression, sexual orientation, genetics, national origin, disability, age or any other grounds.

Work perks

  • Working hours ⌚9:30am to 3:30pm core working hours, the rest is flexible we work around your productivity!
  • Location 📍The role is flexi-remote for the first 6 months, but as Covid-restrictions lift we’d like to see you in Bristol at least twice a week, so we’re looking for someone that’s happy to regularly travel to the office.
  • Wellbeing 🧘Optional daily mindfulness sessions and Friday ‘chill and chat’
  • Development 🌱Ecologi encourages courses, seminars and conferences
  • Nest ethical pension 💰with Ethical Fund options
  • Tech equipment 💻 Laptop provided
  • Enhanced parental leave 👶We support you through your journey!
  • Annual leave 🏝️Taking a break is great for the soul and your ability to be brilliant at work. That’s why you have an extra week’s holiday. You’re entitled to 25 days holiday excluding bank holidays.

 

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Or, know someone who would be a perfect fit? Let them know!

Work perks

  • Flexible working

    9:30am to 3:30pm are our core working hours, the rest is flexible - we work around your productivity!

  • Wellbeing

    Optional daily mindfulness sessions and Friday ‘chill and chat’ sessions.

  • Annual leave

    Taking a break is great for the soul and your ability to be brilliant at work. That's why you have an extra week's holiday. You're entitled to 25 days holiday plus bank holidays.

  • Pension with intentions

    We'll enrol you into Nest pensions, complete with Ethical Fund options for building your retirement pot.

  • Tech equipment

    We'll provide your laptop for you so you can dive straight in when you start!

  • Enhanced parental leave

    We support you throughout your journey!

  • Development

    Ecologi actively encourages employees to get involved in courses, seminars and conferences.

Our culture

We're an easy going team who take great pride in our work. From brand and marketing to product development and climate impact, we're all striving to move the needle on the climate emergency. We celebrate our milestones and we're looking forward to some big get togethers once we're allowed. Our culture is about pulling together, helping one another, about putting forward good ideas and about feeling part of something bigger than yourself. 

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