Nothing

About us:

We’re a London-based tech company on a mission to remove barriers between people and technology. To do this, we’re crafting intuitive, seamlessly connected products that improve our lives without getting in the way. We think tech needs a change. In a world where products all look the same, we don’t want to just make the same thing as everyone else. What we want is to create iconic products that we’re proud to share with family and friends. And that means we have to do things differently. This is the spirit that drives and sustains everything we do.

In a year, we’ve grown from an idea to a 200+ people-strong global team with offices in six regions. That’s not bad for an idea.

“In a short amount of time, Nothing has captured some of Apple’s cultural Magic.” - Forbes

“Nothing is the most hyped tech company in years” - GQ

“Nothing has brought a breath of fresh air.” - Hypebeast

“The most exciting startup in consumer tech” - Input

We can say the usual things about what it’s like to be part of Nothing, about being diverse, creative and collaborative. And all of that is true. But the crux of the matter is, everyone here are masters of their field who truly believe in the mission. We’re passionate, we work hard, and we speak our minds. As part of a driven, close-knit team, you’ll be part of projects and conversations that you might not expect and wouldn’t get the chance to in other companies.

The Role:

We’re looking for a Customer Experience Manager to join our UK & Ireland division in our London HQ as soon as possible. Representing the voice of our customers - You’ll be responsible for designing and bringing to life a world-class customer experience strategy for us in the UK & Ireland territory. The Customer Experience Manager will be responsible for ensuring our customers receive the best experience possible during and after the sales process. The ideal candidate will put the customer at the heart of every decision they make; they will be highly motivated to create an exceptional level of service across every touch point. This role plays a pivotal part in delivering our brand promise - and the ideal be instrumental in shaping strategy and best practices here in our home market.


Responsibilities:

  • Author, Design and bring to life the customer experience strategy
  • Identify continuous improvement solutions within the customer experience department to deliver best in class customer experience levels
  • Develop customer experience policies and procedures in response to business and regulatory needs
  • Collaborate with stakeholders from all departments to improve the delivery of the experience provided to the customer
  • Handle complex and escalated customer experience enquiries
  • Manage, monitor, inspire and motivate call center agents to maximise their output and potential
  • Manage external agencies to ensure business needs are clearly communicated and realised by taking a pragmatic approach


Skills & Experience:

  • Solid background working in a customer service environment for a physical product focused business (consumer tech, fashion, electronics) with experience of being in a management capacity.
  • In depth knowledge of customer service principles and practices
  • Comfortable at tackling difficult situations and using performance management skills to resolve issues
  • Experience managing an agency or a call centre
  • Has a data driven approach to understand the businesses, and forecast future demands
  • Passion for building teams and developing talent
  • Very organised with strong project management skills
  • Entrepreneurial and comfortable with changing environments as well as multiple overlapping projects

OUR VALUES


Be the change

We are proactive and drive change. If there is something we want to see happen, we work for it. We don’t wait, but act today, embrace new opportunities and adapt with speed. And that includes sustainability. Our first product is already carbon neutral, and it’s just the start of our long-term ambitions.

Pride in product

We don’t ship junk! We surround ourselves with those who share our passion, willing to dive into the details and let curiosity turn their craft inside out.

Thrive on diversity

We keep an open mind, welcome differences, and listen before we speak.

We believe that diverse perspectives best equip us to deliver extraordinary results and experiences.

Resilience

We know victory doesn’t happen overnight. We balance our ambitions with reality, always prioritising long term survival over short term gains. When faced with challenges, we persevere by remaining calm and rational.

We are an equal opportunity employer and will always promote a more diverse and inclusive environment. We are committed to being a welcome employer for all candidates.