We’re passionate about revolutionising the way marketers make email campaigns, and we want you to help us. Marketing teams at brands and agencies use Taxi to transform how they create email — they make better email, quicker and at a larger scale.

Our support team are here to help our clients get their emails out in record time, and to make sure our customers know we are here to help them. As support and documentation manager you will ensure our customers issues are diagnosed and fixed quickly and correctly. The support team acts as the heart of all product knowledge and ensuring our customers have access to documentation, help guides and training materials.

Where potential product improvements or pain points become apparent through support contacts you will work with our product team to develop improvements.

Most importantly you will make sure our customers know we’re on their side, and here to help them make great email.

Your work week

Your work will involve:

  • Line management of our support team of 2 people
  • Leading our support team and developing documentation and processes
  • Analysing our support communications and looking for potential improvements
  • Owning internal and customer facing documentation
  • Handling complaints and queries (from customers and staff)
  • Promote customer service ‘best practices’ at all times

This role will report to the COO.

You

You’ll have a passion for delivering great email campaigns, an aptitude for technical problem solving and will enjoy learning new technologies and techniques. The ideal candidate will be a great problem solver with frontline email experience. Communication and teamwork skills are essential.

Your essential skills and qualifications

  • Experience leading a customer-facing technical support team (including line management, holding 1 to 1’s, leading appraisals and setting goals)
  • Experience in creating customer facing documentation
  • Patience and ability to work under pressure
  • Interest and enjoyment in working with people
  • Polite and tactful personality

Plus if you have experience in these, that’s a bonus

  • Experience of working with email HTML
  • Experience of using advanced ESP features
  • Experience of working to deliver email campaigns, including debugging/troubleshooting  
  • Experience of multiple email sending platforms

Location

This role is based in our studio in central London. Please note that we do not offer remote working options for this role.

Get Started

Now is a great time to join the Taxi team. Please email us your relevant experience (Linkedin, Angel list or cv)

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