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Client Success Team Lead

Job in London, United Kingdom
Posted

Degree level

Bachelor

Job function

Customer service

Required language

English (Fluent)

Work experience

0 to 2 years

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At Airsorted, our mission is to make hosting hassle-free for everyone. And as the world’s largest host management company, we’ve already managed over £60,000,000 in host earnings, managing 4,000+ of homes in over 22 cities around the world.

Our customer promise is to make it easy, deliver great value and build trust. This is at the heart of everything that we do.

Your team of account managers will play an absolutely critical role in delivering that promise for our clients (or hosts as we like to call them). As the team grows, we need an exceptional leader who makes it their mission to obsess over client experience and who will always look for opportunities to improve our service.

If this sounds like you, and you would like to build a career within one of the fastest growing companies in this space, then check this out:

The role and you

Leading people should be what gets you up in the morning. You will be leading a team of up to 6 account managers through a period of immense growth. Our account managers are a hugely talented bunch and taking full ownership for leading, coaching and developing your team to deliver exceptional client service will be a major part of this role. In fact, if that doesn't excite you then you should stop reading here!

We believe in leading by example here at Airsorted. You will be expected to bring an infectious enthusiasm, proactivity and work-ethic to our daily operations. 

Process improvement should be your bread and butter. You will play a critical role in delivering several high-priority process improvement projects - ideally you will have a few tricks up your sleeve when it comes to managing process change! Ideally, you will have seen it done before at a top-tier startup but we are open minded here!

As we scale, standards (and adherence to them) becomes crucial for sustained success. You will be playing a big part in this transition so we would hope that you love standards as much as we doEqually, you shouldn't be afraid to rip them up when they don't work - having a continuous improvement mindset is key. 

Measuring all this improvement wouldn't be possible without metrics.We take them seriously here at Airsorted and you should too - you will be using them a lot!  You will be expected to be able to manage to metrics and make data-driven decisions. You will also be expected to bring your team along to this way of thinking.

Perhaps the most important of all, you will be responsible for creating a culture of deep customer-centricity in your team. Airsorted has lofty ambitions and instilling the customer promise is going to be the foundation of how we achieve them. 

That sounds great, what will my team be doing?

Your team of account managers are responsible for the relationship between our hosts and Airsorted. They are on the front line, making sure that our hosts are happy and their properties are being effectively managed. Their performance is critical to ensuring that we are delivering the customer promise and retaining our wonderful hosts as clients. The day in the life of an account manager is varied but some of their essentiall tasks are: 

Onboarding new properties

Before a host can use Airsorted we need to bring their property onto our platform. This process is where all information about a home is captured. This helps us to build beautiful listings as well as build accurate guest information and cleaner guides. Onboarding is no joke - each and every one needs to be perfect. High quality onboards are absolutely crucial for building a foundation that leads to sustained success with our clients. 

Managing relationships

Building a lasting relationship with our hosts is why they stick with Airsorted. Ultimately, we want to help them maximise returns on their property and our account managers are they key to help them do that. Each host is different and our account managers are experts in dealing with ambiguity. Some are focused on ROI, some want to have immediate communication - it is a tricky one to get right but we think that we have cracked it!

Delivering the service

The service that Airsorted provides rests on the foundation of industry leading tech and operations. Our account managers have to be able to draw upon these resources by building relationships with our departments (such as supplier management and guest experience) to ensure that our hosts (and guests) get the best experience possible. 

Important to note

We believe in offering our hosts a great service 7 days a week and so you may be expected to work on an occasional weekend. If you have ever tried to call your bank or book a GP appointment at the weekend - you will understand why we believe this is so important! 

The fun stuff:

  • Salary - Competitive starting salary 
  • Enhanced Parental Leave – Family comes first. We offer great parental leave to spend time with your new child, regardless of your gender
  • Enviable company culture – we’ve put time into getting our work culture just right. Regular team social events, company-wide recognition of outstanding work, free snacks and drinks every day – we’ve got it all
  • Employee discounts – at heaps of restaurants, shops, gym memberships, cinema tickets and more
  • Pawternity leave – work from home for a week when you get a new pet, to help them settle in!
  • Healthcare Service - You'll get free access to a GP anytime, anywhere via your mobile – including prescription services.
  • Tech and Cycle to Work Schemes - We'll get you the latest iPhone or a shiny new bicycle, and you can pay us back in interest-free instalments that work for you.
  • Pension - We provide a pension scheme for all permanent employees, in line with government requirements
  • MacBook – For business use
  • 34 days paid holiday – 33 days plus an extra day off on your birthday (because who wants to work on their birthday)
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About Airsorted
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Airsorted makes hosting on Airbnb Hassle-free. We are an Airbnb management company using technology to create an infrastructure for the fast-growing sharing community.
We dramatically increase property yields and handle everything from cleaning to guest communication, laundry to key exchanges and reviews to pricing. We take care of everything - so you don't have to, all whilst helping you make the most from your property.

Real estate
London
200 employees

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