Customer Care and Delivery Manager
Posted 5 days 1 hour ago by Oxford Risk
Are you passionate about delivering exceptional customer experiences and owning end-to-end client support operations? We're looking for a proactive and customer-centric Customer Care and Delivery Manager to lead onboarding, support, and ongoing success for our growing client base.
In this pivotal role, you will manage the full user lifecycle-from onboarding and initial training to long-term care and customer engagement. You'll take ownership of our Help Centre and support channels, ensuring every client interaction is clear, timely, and value-driven.
Key responsibilities- Manage the entire customer journey, including onboarding, initial training, and ongoing support.
- Take ownership of customer onboarding post-sales; sending welcome emails, providing login details, user guides, and essential training resources.
- Provide training sessions to new users, ensuring they are well-equipped to navigate and use the platform effectively.
- Configure new customer accounts, including site provisioning, feature configuration, and customisation.
- Understand customer use cases and help them get the most value from our platform.
- Triage and resolve incoming support tickets, managing communications and escalating issues when necessary.
- Independently follow predefined workflows to deliver services to customers and identify refinements to those workflows where possible.
- Proactively identify potential bottlenecks in resolution and ensure timely, transparent updates to clients.
- Create and maintain support content-FAQs, how-to articles, and walkthrough videos-to streamline client assistance.
- Collaborate closely with the Product and Development teams to share user feedback and improve UX based on recurring issues.
- Contribute to testing product updates before release and collecting feedback after release.
- A clear and confident communicator, especially in writing-comfortable producing help content and guides.
- Experience working with ticketing systems, particularly HubSpot and Jira.
- Demonstrated proficiency in Microsoft Excel, with expertise in the use of formulas.
- A strong understanding of B2B customer needs, ideally within a regulated industry.
- Comfortable working in cross-functional and distributed teams across various time zones.
- A client-first mindset and the ability to communicate with users from diverse professional backgrounds.
- A self-starter who thrives in fast-paced environments-ready to build and lead a global support function in the future.
We're a small, ambitious team applying behavioural science to the real world of financial decisions. Our work spans investor profiling, engagement tools, and behavioural nudges - all designed to personalise advice and improve long-term outcomes.
You'll join an international, collaborative team working across research, product, and design to help investors not just decide what to invest in - but how to behave while doing it.
Our values- Be conscientious - Do the right thing for investors, customers, and colleagues
- Be clear and make it simple - Understandable, concise, repeatable
- Be proactive and collaborative - Take action and work well with others
- Be curious - Open to improvement and learning
To apply, please send your CV and a short cover letter to . We are not accepting any CV's through recruitment agencies for this role.
We look forward to hearing from candidates.
The Print Rooms Unit 110 - 164-180 Union St, London, SE1 0LH