About Us

Customer Success Manager

Full-time, London, UK (Hybrid)

The Company

Octopus Legacy is the place to plan for death and find support after loss. When people think about planning for death they think about wills, life insurance and funerals. We take these cold processes and turn them into something more human. Share more than money: leave voice notes, music, recipes. Shape a legacy that connects you while you're here. And after you're gone.

Founded by Sam after his mum died suddenly, we’re a group of people who work in death because we’ve been affected by it. We know the difference a good plan makes, and what it’s like when there isn’t one.

Death can come between us, leave mess, legal fees, frustration. But it can also make us stronger. We see a world where people talk openly about death, and work out the real meaning of legacy, one that connects to them. We’re here to make that world happen.

The Role

Want to be a part of shaping a role and growing a team? The estate planners team are our latest sales function and therefore this is a unique opportunity to both shape and grow.

Estate planning takes a holistic approach to planning ahead for death - it involves putting together financial, legal and emotional back-up plans ahead of time. This includes writing a will, lasting power of attorney, life insurance and more.

We’re hiring more team members now to help support us with our rapidly growing client base. More broadly speaking, our estate planners help existing customers who have started one of our online products, but require extra support via the phone, our chatbot, email and occasionally in-person.

Either way, you’ll work collaboratively with our legal team to offer expert support and a best in class service. You’ll ensure that our customers leave any interaction feeling valued and cared for with jargon-free, tailored support.

This role will help you build a foundation in sales, develop expertise in the estate planning industry and learn how to offer a differentiated service to customers in their time of need. As only the third member of this team there is an opportunity to mould the role, and develop into a leadership role as the team grows.

Key Responsibilities

  • Proactively engage with clients who have shown an interest in our products and to address any barriers to them completing their purchase.
  • Maintain a deep industry knowledge, as well as relevant financial and legal topics, in order to effectively assist clients and answer their inquiries. (No preexisting knowledge required).
  • Provide exceptional customer service to clients via phone, email, and other communication channels, while demonstrating empathy and understanding for their unique situations.
  • Maintain accurate and up-to-date records of client interactions, including notes and follow-up actions, using our CRM system.
  • Collaborate with the estate planning team and other departments to ensure a seamless client experience and resolve any complex issues.
  • Achieve individual and team targets for customer engagement and conversion, while maintaining the highest standards of client service.
  • Continuously seek opportunities to improve the process and enhance the client experience.

Who Are You?

You want to work at a startup and you’ll thrive in a fast paced environment. You have a personal growth mentality, with a hunger to learn. Autonomy doesn't scare you, and being self-sufficient and happy to come up with solutions to problems on your own is attractive to you.

  • 1-3 years experience.
  • Excellent communication and interpersonal skills, with a natural ability to build rapport and trust with customers. You have a high EQ and an empathetic nature.
  • Highly organised, detail-oriented, and able to manage multiple priorities effectively.
  • Self-motivated, with a strong work ethic and a commitment to continuous improvement.
  • A team player who is willing to go above and beyond to deliver an exceptional experience for clients.
  • Ideally, you’ll have experience achieving targets and driving customer engagement.
  • Have buckets of energy and are eager to learn.

Benefits

  • Flexible working: 3 days in the office (London, Holborn) you can work remotely up to 2 days a week. You are also able to work from anywhere in the world for up to 4 weeks per year.
  • Life insurance, health insurance, will & lasting power of attorney.
  • An extra holiday day for your birthday.
  • Octopus share incentive scheme 2024+: You can invest up to £150 a month from your gross salary (i.e. pre tax) into the Octopus Group, and for every share you buy Octopus will grant you an additional 1.5 shares at no charge.
  • Cycle to Work Scheme: to help lower your carbon footprint whilst being good for your health. We also have access to the Electric Vehicle (EV) Salary Sacrifice Scheme.
  • Octopus Giving: our charitable foundation is dedicated to helping those charities that are making the world a better place, we match any charitable fundraising that you do up to £500.
  • Octopus Springboard: where we help our employees become fully-fledged entrepreneurs.

If you're not 100% sure that you are right for the role, please apply anyway. What's the worst that could happen?

We know that to be truly innovative, we need to have a diverse team around us. That is why Octopus Legacy is committed to creating an inclusive environment and is proud to be an equal opportunity employer.

Start Date: Immediate

Commitment: Full time

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