About us The Independent is an online news publisher that was established in 1986 as a national newspaper independent of party political affiliations or proprietorial influence. In 2016, The Independent became a fully digital publisher, moving away from print in pursuit of sustainability, and to safeguard its values and journalism for the future. The Independent has always thrived through innovation and change. It was the first British newspaper to add a Saturday magazine; the first to give photography the same prestige as a news copy; the first to challenge the Westminster lobby system of closed briefings; the first broadsheet to move to the more compact ‘tabloid’ format; the first to launch a concise quality compact paper; and the first – and only – major newspaper to pull off a successful transformation to fully digital publishing. Through The Independent, Independent TV, eCommerce, indy100, subscriptions and other ‘reader revenues’, The Independent plans to continue the work of many decades, bringing much-needed independent journalism to over 100 million unique global visitors a month, make its voice ever louder and more insistent the world over. We have an international editorial team with our main offices in London and New York. The role The role would be two days a week from 9 am - 5:30 pm. The successful candidate will be part of a small Customer Success team, dealing with a wide range of queries including editorial, technical, commercial, subscriptions and registrations. This vacancy requires an outstanding communicator who is comfortable dealing with customers online and, to a small extent, over the telephone. They must be willing to learn how our technical platforms work and interact, the values of two world-renowned news brands (The Independent and Evening Standard), and the needs and characteristics of our readers, in order to provide the highest standard of customer support and guidance. The team The Independent Data & Marketing team supports the business in making data-informed decisions which help to grow revenues, drive profit and achieve company objectives. The Data team provide reader and newsroom analysis, reporting and insights for The Independent across a spectrum of stakeholders in the business. The Marketing team is responsible for defining how we attract, engage and retain our anonymous and known customer base, and for the implementation and delivery of marketing activities and tactics to achieve these goals. Customer Success sits within the Marketing team, ensuring that all enquiries are responded to in a timely, professional and empathetic manner. The wider team are also responsible for first party data acquisition, segmentation and monetisation together with insights for brand solution campaign optimisations. The team is also responsible for data privacy. Diversity, Equity and Inclusion We champion diversity in our teams and in our reporting. As a growing and global brand, we must have a workforce that’s more representative of our readers, viewers, clients and partners, and a workplace that creates a sense of belonging for everyone. We are committed to hiring and developing a diverse workforce regardless of background, and we support our people to thrive in their careers here. The Independent is an equal opportunities employer, if you require any reasonable adjustments to complete your application, please do not hesitate to advise us accordingly. About you Key responsibilities and accountabilities ● An advocate for customer success across the business, with the ability to discuss this with senior shareholders ● Ensure the quality of customer service matches our journalism ● Identify and assess customers’ needs in order to achieve efficient query workflows. ● Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution, expediting correction or adjustment and following up to ensure resolution ● Build sustainable relationships and trust with customers through open and interactive communication. ● Solve customer queries in a timely manner via email an phone ● Closely monitor trends, usage and adoption rates of customers in order to proactively identify issues, taking timely and effective action to resolve them, with a good understanding of key metrics such as LTV, ARR and customer health to support with retention Essential skills and experience ● Customer success experience ● The ability to effectively communicate technical solutions, outputs and resolutions to a non-technical audience ● The ability to represent the company externally to readers using excellent communication and empathy skills ● Attention to detail ● Excellent problem-solving skills ● Curiosity and a questioning nature ● Strong collaborative skills ● Proficient user of Excel ● Understanding of digital media, social media and news publishing Our values – you will deliver across all our values Inclusive: We champion diversity in our teams and in our reporting. Working as a team, we put transparency and effective communication at the heart of everything we do. Innovative: From the very beginning, The Independent has been breaking the mould. We take risks and are always looking to try new ideas in pursuit of excellence. Independent: Nobody tells us what to think; we make up our own minds and aren’t afraid to do things differently. Like our readers, we value honesty and integrity above outside influences.