Customer Experience Manager

TradeKart is reshaping the trade and construction world with our rapid delivery platform. We connect tradespeople with over 85,000 products from local merchants - delivered in as little as 30 minutes. Whether you're a builder in Brixton, a plumber in Preston or an electrician in Edinburgh, TradeKart gets what you need, fast, and we now cover 80% of the UK population.

We're looking for a Customer Experience Manager to build and scale a best-in-class support function from the ground up.

You'll own the entire customer support function - from designing systems and processes to resolving complex issues, ensuring excellence across every customer interaction, not just post-checkout. This includes owning tooling, defining KPIs, driving automation where possible, and acting as the voice of the customer across the business. Your work will directly shape how our customers experience TradeKart every day.

This is a hands-on, systems-driven role for someone who thrives in a fast-moving startup. You'll work cross-functionally with Ops, Product, and Tech - and lead the evolution of our support tooling, feedback loops, and automation strategy.

You'll set the vision for how support contributes to growth, retention, and operational quality, while laying the foundation for a scalable CX team.

This is a strategic customer-facing role with real ownership and room to grow as the team scales.

Customer Support Systems

• Build and own core support workflows, KPIs, and service standards

Tooling & Automation

• Lead usage and optimisation of:
• HubSpot (ticketing, CRM, automation)
• (workflows & reporting)
• Power BI / Tableau (dashboards)
• Miro (journey mapping & service design)

Feedback Loops

• Drive NPS/CSAT, report trends, and close the loop with Tech, Ops, and Product

AI Enablement

• Deploy chatbots for FAQ and ticket triage
• Scope AI agents for proactive issue resolution

Training & Playbooks

• Build onboarding flows, escalation guidance, and tone-of-voice assets

Team Development

• Define CS team structure and hiring plan based on customer growth and ticket volume
• Recruit and lead CS reps or outsourced partners as needed

• 3+ years in a customer service, CX, or support leadership role
• Experience scaling service operations and tools (HubSpot, )
• Strong with reporting tools like Power BI or Tableau
• Process-driven mindset and proactive problem-solver
• Excellent communicator who thrives in cross-functional teams

• Experience in marketplaces, logistics, or field service businesses
• Exposure to AI tools (chatbots, automations, Slack integrations)
• Familiarity with the trade or construction sector

• Full ownership from Day 1
• Opportunity to shape the customer experience function of the future
• High-growth startup with serious momentum
• Competitive package + flexible hybrid setup
• Collaborative, fast-paced team with no-nonsense culture

Ready to build something that works as fast as we deliver?

Apply now or reach out directly - let's talk.

TradeKart is an equal opportunity employer and we're committed to creating an inclusive environment for all of our applicants. We do not discriminate based on race, religion, colour, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, or other applicable legally protected characteristics. As this role is based in the UK, candidates must have the right to live and work in the UK. Candidates without these rights will not be considered.