Customer Service Manager

About Stonerise Technology
Stonerise Technology is a UK-based construction SaaS company transforming how contractors manage their commercial and financial processes.
Our platform helps streamline payment applications, approvals, and project visibility — reducing admin, improving cash flow, and driving collaboration across the construction supply chain.
As we scale, we’re building a best-in-class customer success and service function to ensure every client experiences measurable value from our platform from day one.
Role Overview
The Customer Service Manager will be the first dedicated customer-facing hire focused on delivering exceptional post-sales service, onboarding support, and client satisfaction.
This is a hands-on role for someone who can both execute and evolve our customer service operations. You’ll manage day-to-day client communications, resolve issues efficiently, and help shape processes as the business grows — with the opportunity to build and lead a small team in the future.
Key Responsibilities
* Customer Support & Issue Resolution – Serve as the main point of contact for customer queries, ensuring timely, professional, and empathetic resolution.
* Onboarding & Implementation Assistance – Support new customers through the onboarding journey, ensuring smooth setup and adoption.
* Customer Communication – Build strong relationships and maintain regular engagement with key users to drive satisfaction and retention.
* Product Knowledge & Troubleshooting – Develop a deep understanding of the Stonerise platform to provide accurate guidance and gather feedback for product improvement.
* Process Development – Help define and implement scalable customer service processes, templates, and reporting frameworks.
* Performance Monitoring – Track customer satisfaction metrics (CSAT, NPS, response times, etc.) and provide insights for continuous improvement.
* Collaboration – Work closely with Sales, Product, and Operations teams to ensure customer feedback informs our roadmap and overall user experience.
Ideal Profile
* 3–6 years’ experience in customer service, customer success, or account management, ideally within a SaaS or construction technology environment.
* Strong communication, problem-solving, and relationship-building skills.
* Comfortable working in a fast-paced, start-up environment with a hands-on, proactive approach.
* Technically literate and able to learn new systems quickly.
* Empathetic and customer-centric mindset with a passion for delivering excellent service.
* Ambition to grow into a leadership position and build a team as the company scales.
Key Performance Indicators (KPIs)
* Customer satisfaction (CSAT) and retention rates
* Average response and resolution time
* Onboarding completion and adoption metrics
* Renewal and referral rates
* Quality of customer feedback and engagement
Compensation & Benefits
* Base salary: £35,000–£50,000 depending on experience
* Bonus: Annual performance-related bonus linked to customer satisfaction and retention
* Hybrid working: Flexible London-based hybrid model
* Benefits: Pension contribution, professional development budget, and 20 days’ annual leave plus bank holidays