Customer Success Lead

Overview

This is a unique opportunity to join a forward-thinking PropTech/GreenTech startup and play a vital role in supporting its mission to revolutionise how the country delivers better, greener homes. Backed by the City of Edinburgh, Scottish Government, European Union, and UK Governments, Novoville Shared Works is a cutting-edge software platform that facilitates collaboration between governments, contractors, and residents to make our homes more comfortable to live in, and reduce their carbon emissions.  

Initially, your work will focus on supporting Shared Repairs, our B2C marketplace for repairs and maintenance, helping ensure its continued success and growth. Your clients are thousands of Scottish homeowners and contractors, with frequent collaborative work with dozens of local authorities. This role is a springboard to a broader role supporting clients of Shared Works, our upcoming B2B platform for retrofit project management, currently being used by local authorities and contractors. As we expand, we want you to grow into the role and become an irreplaceable member of our team.

Responsibilities & Duties

• Take responsibility for frontline telephone and email support on both sides of Shared Repairs' marketplace (homeowners and contractors).
• Represent Novoville locally at events, including presentations/pitches, training sessions (training will be provided), or conferences.
• Gather feedback from users and suggest improvements to the technology.
• Develop training, support and marketing material.
• Assist with parts of the business development process on a need-to basis.
• Learn about and take on responsibilities supporting users of Shared Works.

Essential

• A university degree
  OR
• An apprenticeship in a relevant field (e.g., construction)
• Exceptional communication skills.
• Enjoys taking initiatives and would thrive in a startup culture. 
• Experience in client facing roles (sales, customer service, account management, customer success, etc.)

Desirable

• A desire to develop your skills and grow with the role
• A kind heart, and a dash of humor
• Some familiarity and enthusiasm for software-as-a-service.
• Understanding of the built environment and the necessity for a green revolution

• A flexible company culture that values autonomy and taking responsibility.
• The ability to work from home some days of the week, coordinating with colleagues.
• The chance to participate in the company's share option scheme if you do a great job.
• 25 days holidays.