customer success manager London, England
Dojo
Full Time
London, England
41600 - 35000 GBP ANNUAL Today
Job description
Creating a more diverse, equitable and inclusive Dojo
Dojo’s 150,000+ customers reflect the diversity of the UK High Street. Building teams with diverse backgrounds that are representative of the customer base which we serve is fundamental to creating innovative products at Dojo. Whoever you are, if you’re passionate about your work, curious, relentless and customer-obsessed, you have a place at Dojo.
We want everyone to be the best they can be throughout the recruitment process; if you require any additional adjustments please let us know.
The Role
Dojo is growing, fast. We’re disrupting the B2C space with the creation of our queue management and booking system which now has over 650,000 users and supports 1000+ restaurants to get more customers through their doors. This product offering is set to revolutionise the hospitality industry and we’re looking for an enthusiastic and curious Customer Success Manager to help keep our customers and consumers happy & engaged!
We pride ourselves on having a team of people who are passionate about what we offer the world. It's the role of the Customer Success team to ensure that this passion and enthusiasm is felt by everyone involved and our customers are continually satisfied. We really believe we offer the best customer service out in the world (we've got a 98% Customer Satisfaction score to prove it). As we grow it's super important to us that we don't compromise how close we are with our partners and you'll be the key link to ensure we grow fast but keep that top-quality support and service.
What you will do…
- Manage strong relationships between us and our restaurant customers! The partnership you cultivate with them will be pivotal in helping us decide what we should build next.
- Proactively managing our Strategic Consumer customers through health checks and check-ins.
- Spend time with restaurant partners, helping train their teams on the system, listening to feedback and sharing with us the issues they're having and help us figure out how to solve them.
- Collaborate with our wider customer service teams to spot feedback themes and areas of improvement.
- Help build out & improve internal processes to ensure customers are receiving proactive support.
What you will bring…
- A background in customer operations, support or success, ideally in either a fast paced tech-focused environment or having run a restaurant in a leadership role.
- A passion for helping others. Restaurants have been through a tough time lately so you’ll be there to help them come back with a bang and feel supported every step of the way!
- You're a great listener; a lot of support comes down to really understanding and empathising with the person you're listening to.
- Comfort with ambiguity and a desire to succeed in an entrepreneurial environment (less process and more independent thinking)
- A history of excelling in a managerial role in hospitality or sales/product role would be desirable
- Experience using our Dojo app (previously Walk Up) at a restaurant would be ideal, as would the ability to tell us one thing you'd do to improve it!
About Dojo
We launched Dojo in 2019 to address business owners’ pain points across the UK. Since then, we’ve seen incredible growth as a scaling fintech, welcoming over 150,000 customers and growing the Dojo team to 1,000+ people across five locations. In that time, we’ve also introduced Dojo Virtual Queues & Bookings and the Dojo restaurant finder app, formerly known as WalkUp and loved by 1,000 restaurants and 750,000 diners.
Today, we work towards our mission to empower businesses to thrive in the Experience Economy by creating the tools and technology that turn transactions into meaningful relationships. For our business customers, that means fast funding, the fastest payments, smart integrations, and efficient virtual queues & bookings - all with instant insight across the board. For diners, that means getting seated at their favourite restaurants with just a couple of taps on the Dojo app. Whether it’s for busy business owners or hungry diners, every Dojo product is built to address real customer pain points by our dedicated teams in London, Bristol, Hull and Belfast.
Our values
At Dojo, we’re curious. We have an insatiable desire to learn and innovate. And we’re relentless. We persevere even when it’s easier not to. But, we’re nothing without our customers, who drive everything we do. From day one, Dojo was built on real customer pain points and every one of us is customer-obsessed.
Our way of working
Dojo has adopted a set of shared principles with the aim of increasing in-person collaboration and amplifying our ‘Customer First’ values. We encourage our employees to meet in-person over virtual meetings, and our communication is mostly asynchronous. Unlike most other businesses, we are intentionally avoiding a rules-based approach, and each team is empowered to make the arrangements that work best for their success. The answer to every scenario which tests these principles is: We trust you to use your judgement responsibly, in the best interest of our customers.
Find out more about our benefits and what it’s like to work at Dojo at
dojo.careers
. Learn more about Life at Dojo on LinkedIn
and Instagram
.#LI-Hybrid
