Head of Customer Service

Want to be part of making a real difference to people’s lives?

Settld has one simple goal: use technology to remove all unnecessary admin around death, giving people back the time and space to focus on what matters most. We started by automating the process of notifying multiple companies when someone dies, and then transparently resolving each account request with live status tracking. The result is that we interface with over 800 organisations to turn 10 hours of headache into a 15 minute stress free task for our users, landing us a net promoter score of 97.

Settld is a TechStars 2021 company, a Barclays Bank ‘Eagle Labs’ company, supported by the UK Law Society, and a TechNation ‘Rising Star’. We were nominated by the Lisbon Web Summit as a ‘ones to watch’ Breakout Startup, have already won 3 business awards, and are regularly featured in national TV, radio and press for our ‘tech for good’ solution. All this is made possible because of our brilliant team: we’re a friendly group of product, marketing, engineering, operations and finance minds, with international experience built across Tech, VC, Media and Startup. What brings us together is the desire to use our brain power to help others. Settld has raised ~$1M to date, and is now gearing up for the next funding round.

What is the role?

We are seeking a confident, experienced customer service professional to help further develop our award winning product and manage the support team. The ideal candidate will leverage their operational knowledge of enterprise level customer service, specifically around bereavement and vulnerability journeys, to own and drive a programme of continuous product improvements. This is an exciting role for someone looking to use their experience and skillset to help forge a growth path in a company with huge social impact!

Key activities will involve:

• Overall responsibility for the recruitment, performance, coaching and development of the in-house customer service department.
• Support Product and Sales in the development of continuous product improvements, to improve customer and service provider experience.
• Maintain and improve mechanisms for surveying and measuring customer satisfaction and disseminate feedback to the appropriate internal stakeholders.
• Utilise CRM system to manage the functions of receiving, assessing, analysing, resolving and documenting customers’ issues and complaints in accordance with agreed service provider requirements.
• Set an example for team members of commitment, customer service knowledge and exemplary work ethics.
• Reporting as required.
• Working with customer and client, conduct research to identify new opportunities for product development.
• As and when required, professionally represent Settld at events, meetings and conferences as required.

Youwill be someone with:

• 10+ years customer service experience working across both online and call centres.
• Excellent understanding of customer service operations (omni-contact channels).
• A proactive and highly positive growth mindset.
• Insatiable curiosity and desire to put the customer at the heart of every business decision.

What can we offer you?

Awesome team, home working, competitive salary and equity options.

Contact

Please send your CV to hiring@settld.care