Customer & Seller Services Manager

Who are OnBuy?

OnBuy are an online marketplace who are on a mission of being the best choice for every customer, everywhere.

We have recently been named one of the UK's fastest-growing tech companies in Deloitte's Technology Fast 50 for the third year in a row (as well as 'Fastest-Growing Tech Business in the South West').

All achievements we are very proud of, but we don't let that go to our head. We are all laser focused on our mission and understand the huge joint effort ahead of us needed to succeed.

Working at OnBuy:

We are a team of driven and motivated people who thrive when working at pace. To succeed at OnBuy you need to take charge and fully own your responsibilities, rolling your sleeves up when needed to 'get it done'. Working at OnBuy you are surrounded by so much opportunity, but you must possess the ability to stay focused and prioritise ruthlessly. Most importantly, you will thrive in an ever-changing environment as we are constantly evolving.

At OnBuy, you're not just a number or another cog in a machine. We are creating something really special, and you have the opportunity to affect meaningful change and have your voice heard.

We are a close team, who have the opportunity to learn and grow as OnBuy evolves. We work in a flexible way, meaning we can prioritise our health and relationships, but when we are working, we graft.

Job overview:
Customer & Seller Services Manager
As the Customer & Seller Services Manager you will be pivotal in overseeing and enhancing our dual support operations. You will oversee the leadership of two distinct but connected service teams - our customer-facing support team and our seller-facing support team (both in-house and outsourced) to ensure prompt and effective resolution of inquiries, complaints, and disputes from both sides of our marketplace.

You will analyse the root causes of support contacts to implement long-term solutions that reduce inbound tickets while identifying opportunities for automation to minimise unnecessary human touchpoints across customer and seller support functions.

This position requires a proactive and service-centric individual with excellent communication and team management skills, the ability to plan, and a passion for delivering outstanding service.

Key Responsibilities: 

Leadership and Team Management

• Establish and lead a strong customer/employee culture; building, protecting, and enhancing the reputation of the department and the company
• Lead both customer and seller support teams and oversee their day-to-day operations, ensuring alignment between both functions.
• Set distinct yet complementary performance targets, monitor OKRs, and oversee regular performance evaluations for team members across both support functions.
• Manage, allocate and forecast resources effectively across both teams to meet the needs of customers, sellers and the business.
• Lead and role model effective communication and engagement with the team
• Recruit, lead, coach, and develop customer and seller support resources as required, to provide best-in-class service to both sides of the marketplace
• Assess skills gaps within both support teams and facilitate targeted training to equip representatives to resolve inquiries and issues specific to customers and sellers respectively.
• Design, develop and deploy effective training materials and processes for both customer and seller support teams to provide a rapid path to competence and drive continuous improvement.
• Use your skills, organisation and experience to develop multi-skilled teams with cross-functional capabilities, maximising efficiency and ensuring all roles have effective cover options across both support functions.

Customer & Seller Operations:

• Operational owner of all contact methods for both customer and seller support. Monitor and analyse contact metrics and performance data from both support teams to identify areas for improvement and implement corrective actions.
• Ensure service level agreements (SLAs), response times, and quality standards are adhered to across both customer and seller support functions.
• Identify opportunities for cross-team collaboration to resolve root cause that impact both customers and sellers.

Root Cause Analysis & Contact Reduction:

• Lead data-driven initiatives to identify recurring issues and pain points for both customers and sellers, conducting thorough root cause analysis.
• Partner with Product, Engineering and other departments to implement permanent fixes to systemic issues impacting customers and sellers.
• Develop and maintain dashboards to track contact drivers, implementing targeted strategies to address high-volume contact reasons.
• Create proactive communication strategies to anticipate and address potential issues before they generate support tickets.
• Establish feedback loops between support teams and other departments to ensure customer and seller insights drive product and process improvements.

Automation & Self-Service Enhancement:

• Identify and implement automation opportunities across both customer and seller support workflows to reduce manual touchpoints.
• Optimise the experience for both customers and sellers to increase successful self-service resolution rates.
• Design and enhance knowledge bases and self-help resources tailored to the specific needs of both customers and sellers.
• Drive the development of intuitive self-service tools that empower customers and sellers to resolve common issues independently.
• Continuously measure and optimise the effectiveness of automation and self-service solutions to improve efficiency while maintaining high satisfaction levels.

 Experience and Skills: 

Essential

• A proven track record in a customer service management role, ideally in both B2B and B2C markets, with strong leadership and people management skills, with the ability to motivate, coach and develop high-performing teams.
• Experience managing outsourced customer service teams
• Service-centric mindset and a commitment to delivering an outstanding experience for both customers and sellers.
• Data-driven decision maker with the ability to leverage data to optimise strategies and team execution.
• Proven track record of conducting effective root cause analysis that led to measurable reductions in contact volumes and improved customer/seller experience.
• Experience implementing automation solutions and self-service tools to improve efficiency and customer/seller satisfaction.
• Demonstrable experience of flexibility to adapt to a fast-paced and evolving business environment.
• Self-motivated and results-oriented, with a strong drive to achieve and succeed in a fast-paced, target-driven environment.
• Excellent communication and interpersonal skills, with the ability to interact effectively with customers, sellers, stakeholders, and team members.
• Sound knowledge of contact centre technologies, CRM systems, and contact centre best practices.
• Familiarity with relevant software and tools for data analysis and process optimisation.

Desirable

• Experience managing support for a two-sided marketplace.

• Understanding of the needs and challenges of both buyers and sellers in an online marketplace environment.

The salary on offer for this role is £45,000 to £50,000 per annum, depending on experience.

In return for helping us to grow, we’ll offer you company equity, meaning you own a piece of this business we are all working so hard to build.