Customer Support Lead (FTC)

A bit about Historic Newspapers:

Historic Newspapers don't just make it possible to view the past, you can explore it.

For over 30 years we've been the go-to archive of original newspapers, holding over 3 million copies, making it the largest private collection in the world. But it's not just original newspapers that we sell, we also create beautifully bound personalised books featuring a collection of front pages and headlines that have been digitised for longevity, and available in a variety of different themes and collections. Having been recently acquired by Wonderbly, the world's leading personalised book publisher, Historic Newspapers is undergoing an exciting period of growth and change.

What we're looking for:

We're looking for an enthusiastic, organised and detail-orientated person to join our Customer Support team as a CS Team Lead. You will work as part of the Wonderbly Group specifically for our Historic Newspapers team.

Heading into our busiest season of the year, we're after someone with previous CS lead experience, to:

• Support and Lead our existing team as an escalation point and offer guidance through policy and procedure.

• Support any temporary holiday hires through training and ongoing support.

• Become a source of knowledge regarding tasks and processes, and as a connection between CS and the wider business.

• Provide insight on, and meet team KPIs

• Bring forward fresh and innovative ideas to support the team, and our customers.

A bit about you:

• Previous Customer Support experience is essential.

• Preferably have experience leading or managing a team however this will be a great role for an entry level Manager who is eager to advance in their career.

• Remote work experience preferred, as you'll be working with colleagues both in office and remotely.

• You're insightful and innovative and comfortable working to improve existing policy and workflows.

• Have excellent knowledge of Google Workspace applications (Docs, Sheets, Slides)

• Have excellent communication skills, both in person and online.

• Comfortable managing your own time, able to efficiently prioritise and manage your day to day, as well as your teams.

Additional details about the role:

The role will be part of the Wonderbly Global Group, working within our Historic Newspapers team.

We are offering a 6 month Fixed Term Contract with great potential to join permanently as we scale. We are looking for someone who can ideally come into our London office once a week, Monday-Friday 9am-5pm.

Salary approximately £25-27k per annually.