Customer Service Manager

Love helping people? Enjoy showing them how things work? Come and look after our customers.

Fully remote | Full-time contract | United Kingdom business hours

The role at a glance

Team: Customer Success
Location: Fully remote.
Working hours: Monday to Friday, during United Kingdom business hours
Reports to: Chief Revenue Officer
Type: Full-time contract
Holiday: 30 days a year, including public holidays

About Liveforce

Many event staffing agencies still run their workforce on spreadsheets and WhatsApp groups. Shifts get missed. Crew get paid late. Managers spend their days firefighting.

Liveforce fixes that. Our platform helps agencies, venues and brands schedule, manage and pay their temporary workforce in one place.

We are a remote team. Every person here has a real impact on our customers.

About the role

You will look after our customers from their free trial all the way to renewal.

You will train them, answer their harder questions and help them get more from Liveforce.

You will be their main point of contact. Your work keeps customers happy, confident and staying with us.

What you will do

Support customers during their trial

Train customers while they trial Liveforce.
Check their setup against our onboarding checklist.
Run the end-of-trial call alongside our sales team.

Onboard new customers

Take every new customer through our structured onboarding process.
Help them get their first win fast. For example, filling their first shift and paying their crew on time.

Handle advanced queries and training

Run one-to-one training when customers need extra help.
Handle advanced support queries once our support team passes them to you.
Give live walkthroughs of the platform over video call.

Manage accounts

Be the main point of contact for your customers, including our priority customers.
Write clear emails and help notes that customers understand the first time.
Share common questions with the team so we can improve the product.

Renew and grow accounts

Review contracts before they are due for renewal.
Renew customer contracts.
Spot chances for customers to do more with Liveforce, and upsell where it fits.

What we are looking for

You must have

Experience in customer success, account management or customer support.
Excellent written English. Your emails are clear, friendly and easy to follow.
Excellent spoken English. You explain things simply on calls.
Confidence running training sessions and live demonstrations over video.
A calm, professional manner and a patient mindset, even when customers are under pressure.
A real care for giving every customer a quality service.
Tech-savvy and a quick learner. You are comfortable with technology and pick up new software fast. You are curious and keen to keep learning.
Ambition to build a career in customer service. As Liveforce grows, we want you to grow with us, take on more responsibility and move into a management role.
The ability to work well on your own in a remote team.

It would be great if you have

Experience handling contract renewals or upsells.
Experience using HubSpot.
A background in the events industry, such as event staffing, venues or hospitality.

What we offer

Fully remote work.
30 days of holiday a year, including public holidays.
Full training on the Liveforce platform.
A focused team where your ideas are heard and acted on.

Our interview process

There are three stages. Each one shows us a skill you will use every day in this role.

To prepare, explore our help centre. Start with the Training Academy and The Basics.

Stage 1: Introductory call (30 minutes, video)

We want to see that you have done your research. Come ready to tell us:

Who uses Liveforce.
What problems it solves for them.
One feature you think customers would love, and why.

Stage 2: Written support task (at home)

We want to see you use our resources to answer a support ticket with the right next steps.

We email you a support ticket from a customer with a problem.
You use our help centre and guides to find the answer. Then you write your reply, just as you would in the job.
You send it back to us within 48 hours.

We look for a reply that is clear, professional and kind. It should solve the problem or give the customer clear next steps.

Stage 3: Demo and role play (60 minutes, video)

We want to see you show the platform to a customer.

You give a 15-minute demo of one basic task. For example, creating a job and booking crew to it. Use the help centre guides to prepare.
We play a customer. We will ask questions as you go.
We finish with a short chat about your experience and any questions you have.

You do not need to know everything. We care more about how clearly you explain things than how much you know.

Apply for this role

Click the button below to apply. You can upload your CV on the next page. We read every application.