Customer Success Hero!

Escape the City is a global community. A movement of people who believe what we always have – that life’s too short to do work that doesn’t matter to you. And that everyone who has the choice should be doing work that matters to you and the world. Because right now, more than at any other time, the world needs people to be working on the right things.

We believe work should make you feel alive every day - so we share exciting job opportunities on behalf of purposeful organisations as well as hosting events, workshops & programmes to help accelerate people's career change.

We're currently looking for a Customer Service and Account Manager superstar to help us to support more organisations and ensure they have the best experience possible when using our site and products.

This is a full time, remote role, 4 days per week with a salary of £30,000 - £40,000.

We're looking to get started ASAP so don't hesitate if you're keen to apply!

About the role

Do you thrive ensuring people get the best customer service and experience? Do you go over and above to help solve problems for clients? Do you get excited by what we do here at Escape the City? If so this role could be the perfect fit for you.

Employer customer service and relationship management:

Although the process of posting a job is 100% self-service, employers still have questions & queries. You'll be the go to, for both the support inbox and our support line. You will need to know our product back to front so you can help guide them with what we offer. You’ll work with employers to help them get the most out of Escape over the years to come.

Job board operations:

Once a listing is live there are a number of tasks associated with each that need to be fulfilled each day. These include checking over each new listing to ensure it is correctly tagged and letting the client know if there is anything you would suggest to improve its appeal to our jobseekers! We also then touch base with clients at 3 points throughout their listing to see how it is going with recruitment - staying on top of all of these processes is a key part of your day-to-day.

Hiring Partner Onboarding and ongoing Account Management:

As part of our offering we have a subscription offering for organisations that will be listing multiple roles. As part of this subscription they get an Account Manager - that would be you! You will take them through the onboarding process so they know how it all works, how they can list roles, sync their platform with ours and manage applications! You will be there to support them along the way to ensure they remain long term (and happy) clients. 

Job spotting:

As well as people choosing their own jobs to list we are always keeping an eye out for exciting organisations and roles that would do well on the jobs board. As part of your weekly tasks you will also add some of these jobs to the jobs board to ensure we have a platform that offers something for everyone and appeals to our community!

Finance Management + Reporting:

Each week it is important to check all the payments, create invoices and ensure everything is reconciled! 

The team also meet once a week to report back on their area of the business. Keeping an eye on key data points, trends and relevant info from the jobs board and communicating these effectively with the team is important.

Client retention:

It goes without saying that we want all of our clients to stay with us for a long time. The reality is that some organisations will only hire once a year and many will have multiple roles live each month. We have processes in place to make sure we stay in touch with our short term and long term clients to make sure they remember we are there to support them and continue that relationship even when they aren’t actively listing! Putting effort into maintaining these relationships long term is key to the success of our brand.

Weekly top 10 content:

Each Monday we send out our Top 10 Remarkable Opportunities Newsletter. Part of your role will be to collate the best jobs to include and to write engaging, entertaining and inspiring copy for the newsletter - championing our mission, the organisations we work with and the roles we list and highlighting anything current that is relevant to our database! 

About you:

• You know all about Escape and are truly excited about our mission, product, users and USP.
• You are comfortable editing and writing copy on behalf of employers.
• You love to get involved in all aspects of the role - the exciting and even the less glamorous aspects such as resetting passwords and supporting day-to-day customer service.
• You are a confident B2B relationship builder: comfortable talking to CEOs, founders and hiring managers. 
• You are confident working with a range of different people and communicating effectively. This particular role is all about relationship building - you’ll need to be happy and confident on the phone and email with employers.
• You are able to think bigger than just the role. You will be the link between employers and the rest of the team and will need to think about the bigger picture. 
• You have a good working knowledge of the tools we use to do our jobs. You might not have experience of the particular platform we use, but you’ll be familiar with the majority of these: Gmail, Google Docs, Customer.io, Xero, Stripe.
• You are efficient and enjoy self-managing: in our remote team there’s a lot of autonomy so you’ll be comfortable working with ambiguity. You’ll be confident in finding solutions and working around any problems.
• You are the sort of person who enjoys making processes as streamlined as they can be. Ideally, you’ve had experience in process improvement and automation. As a small team, we want to make our processes as efficient as they can be and you’ll be closely involved in implementing the changes necessary.

Practicalities:

• We’re a tiny fully remote team - Currently, we have team members living in Cornwall, in Portugal, in Spain, in Brighton, and in the Alps. This role will be fully remote (+/-2 GMT)
• The base salary for this role is £30k to £40k based on a 4 day working week (mon-thurs.)

Benefits:

• Charlie HR Perks including exclusive discounts and rewards
• Monthly team fun (in the past this has included virtual pasta making class, escape rooms, microadventures and more)
• 25 days/year holiday (plus bank holidays)
• Access to Betterspace, a wellbeing platform - including a wellbeing budget to spend as you wish
• Annual team Escape retreat. In previous years we’ve been to Sweden & Wales(!).
• 4 day working week! We all have fridays off each week. 

Application process

At Escape we like to base our process on the skills you would bring to the team rather than your CV. As such we will be conducting the first round by assessing a series of short questions / tasks which replicate the day to day in the role. 

We are interested in your approach and care in the role, more than specific relevant experience or background. If you feel that you meet some of the desired experiences but not all, please do apply anyway! We’re all career changers at Escape and attitude and willingness to learn go a long way in our team.

The application process:

1. A series of exercises which replicate the role day-to-day (approx 2 hours)
2. A structured 30 minute virtual interview
3. A short informal chat with a different member of the team

We will respond to every applicant regardless of outcome.



Escape is a place where you can bring your whole self to work

We’re passionate about creating an inclusive workplace that promotes and values diversity. Creating an environment where everyone, from any background, can do their best work is fundamental to our mission. Purposeful work should be accessible to everyone and that starts with our team at Escape. We want to build an organisation that truly represents the communities that we serve, which means we value diversity in age, gender identity, race, sexual orientation, physical or mental ability, ethnicity, and perspective. Everyone is welcome—as an inclusive workplace, we want our team to be comfortable bringing their authentic whole selves to work.

We look forward to receiving your application!