Customer Success Agent

StoryTerrace is looking for a hands-on customer service pro with experience resolving complaints and operational support. The role StoryTerrace turns people’s life stories into professionally written, printed books. Our customers are often sharing something deeply personal, so when something goes wrong, how we respond matters as much as the fix. Some customers are writing about loss, illness or trauma, and occasionally they’ll owe us money too, so you’ll need to be kind and firm in the same conversation. You’ll join our Customer & Editorial Operations team and help keep customers happy and work moving. No two days look quite the same. What you’ll do Take over formal complaints from our Project Managers and see them through to resolution: listen with empathy, fix what you can, and escalate to management when you can’t. Track every formal complaint, spot patterns and suggest changes that stop problems recurring. Answer customer queries across our brands, clearly and quickly by email and phone. Follow up on overdue payments and outstanding invoices, and run weekly extension-fee checks with Finance.  Keep an eye on customer reviews across platforms and respond on behalf of the brand. About you You’ve handled complaints or difficult conversations in a previous role, by phone and in writing. You communicate clearly and warmly, and adjust your tone for someone who’s upset, confused or frustrated. You’re comfortable talking about money. Chasing an overdue invoice politely but firmly doesn’t faze you. You’re curious about why problems happen, not just how to close the ticket. You can juggle varied tasks and reprioritise when the day changes. You’re tech-savvy and happy picking up new tools, including AI tools. Familiarity with G-suite, Hubspot and Claude is a bonus. What you’ll get Base annual salary £27,000  Full time, hybrid role with at least 1 office day per week (Aldgate, London) 25 days’ holiday plus 8 bank holidays Pension: 4% employer, 4% employee Private medical insurance A collaborative, mission-driven culture in an international scale-up environment About StoryTerrace Our mission is to make sure every life story is captured and passed on in a meaningful way. Since 2014 we’ve matched each client with the right writer from a network of 600+ professionals, then designed and printed their book on our own platform, Bookmaker. We’ve sold over 4,000 books and won on BBC Dragons’ Den in 2020. We’re headquartered in London and work with clients across the UK and US. At StoryTerrace, we're as passionate about our people as we are about our product. We believe in hiring for heart and drive, and we're committed to building a team that reflects a wide range of backgrounds and experiences.