Location: London (Hybrid working)

Salary: £25,000- £27,000k per annum, depending on experience.

 

About Us:

The Seam is a UK based startup revolutionising the world of care and repair. Founded in 2020, quickly becoming the UK’s most popular fashion repair service and the partner of choice for global retailers such as Net-a-Porter, COS, Veja and more.

 

With the rapid rise in more conscious consumerism, demand for care & repair services is growing fast. Our mission is to enable the new culture of care by improving access to much needed skills.

 

There are approx 1 million sewing machines in homes across the UK. The Seam technology platform connects people wanting to earn money with their sewing skills (aka Makers) with local customers in need of their help. From sneaker cleaning to leather restoration, bespoke tailoring, sizing alterations, embroidery, shoe repair and knitwear mending, there’s a specialist and vetted Maker for every job.

 

Role Overview:

We are seeking an enthusiastic and customer-oriented Customer Success Specialist to join our team and play a vital role in delivering an exceptional customer experience at The Seam.

 

As the first point of contact for our customers, you will be responsible for providing personalised support, managing complaints and working closely with our Growth Manager and Head of Makers to ensure all issues are resolved efficiently and effectively.

 

A large part of the role will also involve supporting our VIP customers ensuring all details of their booking are considered, this may include organising couriers, liaising with Makers, sending invoices and relationship building with our customers in order to fully understand their wants and needs.

As a high growth start-up we require someone who takes initiative in improving the customer journey and contributing ideas to our team in order to increase customer satisfaction and repeat bookings.

 

Key Responsibilities:

• Deliver outstanding support to all customers of The Seam, consistently exceeding expectations and resolving issues promptly and effectively.

• Manage and respond to customer inquiries, feedback, and complaints across various channels, including social media, Intercom, email, messaging, and phone calls.

• Be forward thinking in your approach to customer service, always looking for ways in which we can improve our product or processes to better serve our users.

• Use customer retention as a touchstone for the measure of success of your work and understand how this impacts the wider business goals.

• Track and analyse key customer success metrics, using data to drive continuous improvement for our products and services.

 

Requirements:

• 2+ years of experience in customer-facing roles, with a demonstrated ability to deliver exceptional customer service.

• A basic understanding of garment construction and alterations skills from either work or educational experience.

• Excellent communication and interpersonal skills, with a passion for building relationships and fostering a positive customer experience

• Ability to work independently and manage multiple tasks simultaneously.

• Strong analytical mindset and very comfortable tracking and reporting success metrics.

• Experience with customer relationship management (CRM) systems is a plus.

• Written and verbal proficiency in English.

 

Benefits:

• Equity options.

• Opportunity to work in an innovative, early-stage company with a strong mission.

• Collaborative working environment with a passionate team.

• Hybrid working, office location St Marks Studios, Islington, N7 8QJ.

 

To apply, please email us with your CV at hire.me@theseam.uk with the subject line “Customer Care Representative”