thortful Jobs as Customer Happiness Team Lead at London,England,UnitedKingdom 2022

Website thortful

This Job Listing is about thortful in London,England,UnitedKingdom 2022 posted on

About the job


About us

We are on a mission to make the world a more thortful place. Our community of designers and illustrators create witty, topical and unique greeting cards that make people smile, laugh, and feel a sense of connection. At thortful, we use the best tech to make the experience of finding, sending and receiving cards simple and fun.

We champion independent creatives and small businesses, paying our creators an industry-leading royalty rate for each card sold.

Our journey to making the world a more thortful place is always full of fun; we think like entrepreneurs, are open minded and inclusive, and always put customer happiness at the heart of what we do.

We’re passionate about what we are building and we hope you will be too.

About the team

Our Customer Happiness team does just that, they keep our customers happy! We take pride in our approach to customer care, always going the extra mile. The team is responsible for managing all customer communications and queries via different channels.

They really are busy bees, especially during our seasonal occasion peaks, but they make sure our customers don’t know any different and deliver the best service all year round. From responding to tweets, and answering calls, to managing the inbox; the Customer Happiness team helps make the world a more thortful place, one customer interaction at a time.

What you’ll be doing

  • Leading the Customer Happiness team by example when it comes to customer interactions and performance.
  • Assessing difficult situations and assisting the team with de-escalations
  • Reviewing the team’s performance and processes to provide quality control, accountability, and feedback
  • SLA monitoring and helpdesk management
  • KPI reporting
  • Empowering the team and enabling their needs to be customer centric
  • Identifying knowledge and resource gaps and training opportunities
  • Leading the collaborative efforts of recruitment, onboarding, and training of perm and temp staff
  • Helping nurture the team through L&D and prioritising job satisfaction
  • Identifying incident trends and patterns, and feeding back to relevant functions
  • Representing the Customer Happiness team and advocating for the customer during cross-functional collaboration

About you

  • You are passionate about ensuring that customers have the best experience by providing support throughout the entire customer journey
  • You are solution-oriented – you enjoy working in a start-up environment and thrive in a fast moving environment
  • You have experience managing a team, strive to lead by example, and enjoy being a part of your team’s growth and success
  • You have excellent written and verbal communication skills
  • You have an eye for detail and are meticulous about communication, structure and tone of voice
  • You have experience working in customer service and know the ins and outs of helpdesk ticketing systems (eg Zendesk, Freshdesk…)
  • You are familiar with reporting and KPIs and have an inquisitive and analytical mind
  • You are resourceful and resilient, and you are a self-starter who thrives under pressure
  • You’re passionate about what we do and want to be part of our mission to make the world a more thortful place

Some of the thortful perks

  • Hybrid working model
  • 25 days annual leave plus bank holidays (increasing with length of service) + opportunity to sell back unused days.
  • Discretionary bonus scheme
  • Private health insurance with Vitality and Sanctus mental health coaching
  • thortful credits worth £300 per year
  • Cycle to work scheme and interest free travel loan
  • Salary Exchange Pension
  • Staff discounts and employee referral scheme
  • Wednesday team socials/ evening drinks
  • Work from anywhere week

At thortful, we respect and value the differences in people and so we encourage all applicants to come as you are. We believe that diverse and inclusive teams nurture creativity and are therefore the key to our success. Much like our cards, we are creating a workplace that represents ALL people.


Vacancy Type: 
Full Time 
Job Location:
Application Deadline:

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