Job Description

We are Yumbles, an online marketplace (for the UK market) connecting customers with outstanding independent food and drink producers (our sellers). We're a small, ambitious team building a platform that helps great producers grow their businesses while delighting customers.

 

We’re looking for a Customer Support & Seller Success Executive who thrives in a startup environment and is keen to have impact and grow with us. This role combines customer support, seller onboarding and seller success, and is ideal for someone who enjoys solving problems, operational tasks, improving processes and building relationships.

 

You’ll be fully responsible for the front line for both our buyers and sellers, ensuring both sides of the marketplace have a great experience.

 

Important: this role is based onsite in our office in Nicosia, Cyprus. It is not a remote role.

 

RESPONSIBILITIES

 

Customer Support & Experience

• Manage all inbound customer support tickets and emails, ensuring fast, helpful and friendly responses.
• Identify common issues and proactively reduce support demand through improved help centre content, processes and product suggestions.
• Diagnose and troubleshoot basic technical or order issues, gathering key information before escalating to our tech team.
• Monitor and ensure core customer experience metrics like on-time fulfillment are on target.
• Develop customer focused, scalable marketplace policies and operational processes.
• Identify patterns in customer enquiries and share insights with the team to improve the platform and customer experience.

Seller Success & Onboarding

• Manage the successful onboarding of new sellers onto the marketplace.
• Act as the main point of contact for seller queries and operational issues.
• Advise sellers on best practice & opportunities to maximise their sales.
• Monitor seller performance and proactively engage to improve conversion, listings, and customer experience.

 

WHAT WE'RE LOOKING FOR

• At least 2 years experience in at least one of the following: online customer support, B2B account management, or onboarding.
• Strong communicator, both written and verbal.
• Enjoys problem-solving and troubleshooting.
• Highly organised and comfortable managing multiple priorities.
• Highly proactive & a natural at process design and improvement. You have lots of past examples in roles where you have spotted opportunities or improvements that could be made and raised them.
• Can build strong relationships with business partners.
• Comfortable working in a fast-moving startup environment.

We are also looking for someone who has at LEAST one of the following experiences:

• Worked in an e-commerce business
• Implemented or improved the usage of Helpdesk tools (e.g. Zendesk) and/ or CRM systems (e.g. Pipedrive)
• Worked with small businesses or food brands

 

WHY JOIN US

• Play a key role in shaping the experience of both buyers and sellers on our marketplace.
• Help small food businesses flourish.
• Work directly with the founding team.
• Help build and scale a growing online marketplace.
• Opportunity to take real ownership and grow with the company.

 

If you are interested please send your CV to katie@yumbles.com

How to Apply

Interested candidates are kindly requested to send their CV to the HR Manager at katie@yumbles.com.

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Technical Skills

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About Company

Yumbles.com

A fast growing internet start-up that is already the top online marketplace in the UK for artisan food & drink featuring more than 600 food producers and over 400k visitors to the site each month.