Job Description

Our Customer Success team is split into three branches: Membership & Sales, Product and Logistics. After initial onboarding and training at our London office in Vauxhall, the successful applicant will spend until October preparing for the season, focused on key efficiency projects and setup in one of the three CS branches; from November, the successful applicant will become a team coordinator, the expert in the Membership & Sales branch of CS and working closely with rotational teams of interns.

The Seasonal Customer Success Coordinator will support Carv's customer success activities by directing and overseeing team members, resolving customer questions or complaints, and developing programs and procedures to enhance customer processes.

The role

As a Seasonal Customer Success Coordinator, you'll play a pivotal role in shaping and delivering the Carv customer experience during the busiest period of our year. You'll lead a team of interns, support day-to-day customer operations and work cross-functionally to optimise our systems, processes and support tools.

What You'll Do

Team Leadership & Operations Lead onboarding and day-to-day management of seasonal intern teams starting in November. Ensure quality responses and consistency across all customer communications, including chat, email and phone. Resolve escalated queries and provide guidance to interns on complex issues. Customer Success Strategy & Projects Drive initiatives to improve our operations, including bot optimisation and documentation. Identify and implement self-serve tools to reduce support friction and empower customers to manage their own memberships, leveraging AI appropriately. Enhance our omnichannel support experience, streamlining communication across chat, email, phone, and product touchpoints.

Ideal candidate

Our ideal candidate is someone who has:

A passion for delivering outstanding customer experiences A genuine interest in leveraging AI solutions to streamline workflows and enhance support experiences Strong organisational and leadership skills, particularly in managing early-career team members Analytical mindset, with the ability to interpret data and apply insights to real-world improvements Comfortable working cross-functionally and contributing to process and product enhancements Previous experience in customer success, operations or CX roles is a strong plus Proficiency in German (written and spoken) is a strong plus, as we prepare to support German-speaking users across both Customer Success and Product initiatives

Duration

Ten months, from 1st July 2025 until 29th April 2026

Location

The role will be primarily based in our London office, a short walk from Vauxhall. This will include

three months

in

Innsbruck, Austria

during the ski season. The "heart of the Alps", Innsbruck is a vibrant and well-connected university town with ski resorts all over the local area - the perfect mountain base.

Compensation

28,000-30,000 per annum (pro rata based on contract duration), with eligibility for our seasonal staff bonus scheme, which rewards performance and contribution during the peak months of the season Opportunity of working from our Innsbruck office for three months between November and April; subsidised accommodation in the company flat in Innsbruck Innsbruck season pass Travel to/from Innsbruck when required for work

How to apply

Please go to our Careers page (getcarv.com/careers). On the job role, you will find the application form.
Job Type: Fixed term contract
Contract length: 10 months

Pay: 28,000.00-30,000.00 per year

Additional pay:

Bonus scheme
Benefits:

Casual dress Company events Company pension Cycle to work scheme Free or subsidised travel Referral programme
Schedule:

Monday to Friday Weekend availability
Experience:

CX: 2 years (preferred)
Language:

German (preferred)
Willingness to travel:

50% (preferred)
Work Location: Hybrid remote in London SE1 7SJ

Application deadline: 18/06/2025
Expected start date: 01/07/2025