Customer Success Executive (Shipmate)

  • Location: Derby, United Kingdom
  • Salary: Starting at £23,500 plus benefits
  • Hours: Full Time
  • Contract Type: Permanent
  • Closing Date: May 30, 2021

Give our customers an experience they’ll want to shout about.

Shipmate is a delivery management Software-as-a-Service (SaaS) solution operated by Codemakers for mid-size online merchants and local delivery companies. We connect merchants’ order processing systems with hundreds of domestic and international delivery services through popular carriers. Shipmate is used to print shipping labels and share tracking details with merchants and their customers. Shipmate helps speed up and simplify order fulfilment, while reducing potential for human error and ensuring the most cost-effective delivery services are always used.

We are looking for a Customer Success Executive to help our customers get the most out of Shipmate, both when they sign up and throughout their lifetime as a customer. You will champion the customer’s requirements and act as their representative within Shipmate to ensure smooth resolution of issues, provide customer satisfaction and an experience they’ll want to shout about.

You will be responsible for:

  • Managing the on-boarding process for new customers, liaising with carrier IT departments, the customer and our developers to ensure a speedy, efficient implementation of the account.
  • Acting as a first point of contact for customers, providing technical support and advice to ensure customer satisfaction and loyalty.
  • Troubleshooting customer issues, liaising with relevant parties and escalating within our team to achieve a suitable resolution.
  • Maintaining support tickets using Freshdesk and providing key performance metrics to the senior management team.
  • Providing assistance with our sales team for carrying out product demonstrations and providing insight and advice during the sales cycle.

We passionately believe that customer service is at the heart of what we do at Shipmate and this represents an exciting opportunity to make a positive impact on the business in its high-growth phase. Training will be provided in all aspects of the role and there will be career progression opportunities as the company and Customer Success team grows. 

Am I suitable for the role?

The role combines technical know-how with customer service and project coordination, so we are looking for someone with a technical background – ideally in the field of logistics or retail, combined with excellent communication and interpersonal skills. While you won’t be responsible for maintaining the underlying systems and software, you will need to maintain a ‘power user’ level of understanding of how each component of the platform works and connects together, so you are able to advise and coordinate activities accordingly. 

If you have working knowledge of software and equipment used in logistics, including warehouse management systems, thermal label printers and handheld terminals, this will be seen as favourable. 

What’s the working environment like?

In-line with current Government guidance our team is currently working remotely and we have decided to make remote working an option indefinitely into the future. We would therefore consider applicants outside of a regularly commutable distance to Derby working remotely for this role, but occasional in-person meetings will be required. Applicants therefore must reside in the United Kingdom.

We are currently reviewing our long-term office working arrangements and considering feedback from our team to arrive at a new workplace strategy for our next period of growth.

What does my employment package include?

  • A starting salary of £23,500
  • 21 days holiday plus bank holidays
  • Flexible working hours and remote working
  • Bupa medical insurance

Sounds great! How do I apply?

Please submit your CV along with a covering letter by email to careers@shipmate.co.uk. Please quote vacancy reference SM-2104-2 with your application. 

The Application Process

Your application will first be considered by our senior management team, who will invite you to a video interview if your application passes our initial criteria. Upon successful completion of your video interview, we will invite you to a second technical interview with key colleagues you will be working with, to determine where best you will fit in our team.

Shipmate and our parent company Codemakers Limited is an equal opportunities employer and does not discriminate on the basis of race, religion, disability, gender, marital status, sexual orientation, age or any other illegal or unfair basis.

Important: Recruitment Agencies

We do not use recruitment agencies. All unsolicited communications from recruitment agencies, job board aggregators or outsourcing companies will be ignored and calls disconnected.