Head of Customer Support

London, England, United Kingdom · Customer Operations

Description

We’re Trouva, the marketplace for independent boutiques and Europe’s top e-commerce startup (we’ve got the trophy to prove it). We are anti-chain and anti-same; we stand against the uniform and the ubiquitous. We exist to inspire, and we champion independence. Our vision? A thriving global community of independent shops and shoppers united by their passion for unique products.

We are backed by some incredible VC backers whose successes include Dropbox, ASOS, Secret Escapes & Facebook (Octopus Ventures, Index Ventures, BGF & LocalGlobe), and Angel investors including current/former Directors of Farfetch, JustEat, Net-a-Porter, Google & Deliveroo.

We are proud to be a tech start-up building the offline to online platform for bricks and mortar shops, handling inventory management, merchandising, AI-led recommendations, and logistics, to offer an even better service than the online giants - with instant click & collect, worldwide shipping and 1 hour delivery (our quickest was in just 22 minutes!). We’ve been covered everywhere from Vogue to TechCrunch and have been recognised by the likes of Maserati 100, the UK's Future Fifty and Forbes 30 Under 30.

We've recently been named one of the 5 fastest growing Companies the UK (The Next Web Tech5) and are on the hunt to find exceptional talent who share our vision and are fiercely passionate about what we do.

The Role:

We’re looking for someone who is passionate about the customer experience and truly understands what it means to shop ‘Independent’. Our customer experience is our defining USP - it drives our mission to champion the independents - both the boutiques, and our shoppers. We want somebody who can put this front and centre consistently, across all our interactions across the community, both domestic and international.

Trouva has ambitious plans and, with that will come both unique opportunities and unique challenges. We want somebody who can lead a team to success, developing training materials, looking at organisational structure and building vision.

This role will include a very active contribution to Trouva’s growth process; optimising, scaling and finding new and innovative solutions to the problems we encounter along the way. How can we take that incredible personal service you get when you walk into a quirky, independently owned boutique, and deliver it to a customer thousands of miles away? And next, how can we make sure we deliver that same level of service to every single customer we have? Here is the opportunity to build out the solution.

What you'll do:

Requirements

Who you are:

Benefits

What you'll get in return:

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