Customer Success Manager - London (shoreditch Area)

Customer Experience Team Member

As a member of our stellar customer experience team, you will work closely with some of the fastest growing companies in the world as their direct line of contact and support. You'll partner with our account management, product, and engineering teams to resolve customer questions, manage product feedback, and help improve the overall customer journey. You'll be the first line of defense for our users and the voice of the customer internally.

What You'll Do

1. Utilize critical thinking and troubleshooting skills to diagnose and resolve potentially complex customer issues, leveraging internal tooling and engineering support
2. Collaborate with the support lead on documentation, escalations, product feedback, and cross-functional communication with other teams and third parties
3. Work directly with some of the fastest-growing companies around the world, building strong customer relationships
4. Grow and learn in a fast-paced, high-ownership startup environment with global impact
5. Handle support requests via phone, email, and chat, helping Pump scale customer operations across regions
6. Contribute to maintaining an industry-leading customer satisfaction rate
7. Act as a key part of the feedback loop to inform product improvements and customer experience
8. Become an expert in the Pump platform to deliver exceptional customer guidance and value

What You Need

• 1–3 years of experience in a customer support or technical support role.
• Excellent verbal and written English communication skills.
• Comfortable working across time zones and collaborating remotely.
• Strong troubleshooting, critical thinking, and investigative skills.
• Desire to take ownership, learn quickly, and grow within the company.
• Comfortable working flexible hours, including evenings and occasional weekends.

Nice To Haves

• Experience with tools like Zendesk, Intercom, or similar platforms.
• Familiarity with cloud platforms (AWS, GCP, etc.) or fintech tools.
• Prior experience in a fast-paced startup or SaaS environment.

Benefits (For U.S.-Based Full-Time Employees)

• Competitive salary aligned with local market standards
• Performance-based bonuses
• Company equity options
• Comprehensive healthcare coverage
• Unlimited paid time off (with manager approval)
• Quarterly team retreats and offsites
• Flexible work arrangements, including hybrid/remote options where applicable

Compensation

£40,000—£60,000 GBP