Customer Support Lead

The Company

We’re Octopus Legacy: one of the fastest growing tech companies in the country, part of the UK’s most exciting and best-trusted group (you may have heard of some of our sister companies…) and we have a mission.

We’re on a path to scale, aiming to become a household name while transforming a long-established industry and helping our customers prepare for, and find support after, death.

But we can’t do it alone, and that’s why we’re assembling a team of top performers to build with us.

Ready to be part of something big?

The Role

We are looking for a dynamic and empathetic Customer Support Lead to join our team. As the manager for the first point of contact for our customers, you will play a critical role in ensuring customers are supported and guided during some of the most vulnerable times of their lives. 

Your ability to communicate with sensitivity, understanding, and professionalism is essential to our mission of offering unparalleled service in the death tech space.

Key Responsibilities

• Handle inbound and outbound customer interactions across all our inbound touch points.
• Troubleshoot and resolve customer issues efficiently and empathetically.
• Maintain deep knowledge of products, services, and systems to provide accurate support.
• Act as a day-to-day point of contact for the customer service team, providing real-time support and coaching.
• Assist in onboarding and training new team members.
• Serve as the first point of escalation for complex or sensitive customer issues, knowing when to escalate further.
• Ensure complaints are resolved promptly and with a customer-first mindset
• Represent the voice of the customer service team in meetings with senior leadership and provide a feedback loop from customers to other teams - e.g. Product

Who Are You?

• Prior experience managing a team in a fast moving environment
• Previous experience in customer service, support, or a related field is preferred. 
• Excellent verbal and written communication skills, with the ability to convey information clearly and sensitively, with a natural ability to build rapport and trust with customers.
• Ability to handle vulnerable customers with care, patience, and discretion.
• Highly organised, detail-oriented, and able to manage multiple priorities effectively.
• A team player who is willing to go above and beyond to deliver an exceptional experience for customers.
• Comfortable using customer support software, CRM systems, and other relevant technology.

Our Mission

Octopus Legacy is the place to plan for death and find support after loss. When people think about planning for death they think about wills, life insurance and funerals. We take these cold processes and turn them into something more human. Share more than money: leave voice notes, music, recipes. Shape a legacy that connects you while you're here. And after you're gone.

Founded by Sam after his mum died suddenly, we’re a group of people who work in death because we’ve been affected by it. We know the difference a good plan makes, and what it’s like when there isn’t one.

Death can come between us, leaving mess, legal fees, frustration. But it can also make us stronger. We see a world where people talk openly about death, and work out the real meaning of legacy, one that connects to them. We’re here to make that world happen. 

Benefits:

• Octopus share incentive scheme.
• Hybrid working: London Bridge
• Flexible holiday policy + extra day off for your Birthday.
• Work from anywhere in the world for up to 4 weeks per year.
• Vitality Health & Life Insurance. 
• Pension scheme.
• Enhanced parental leave.
• Free Will & LPAs + discounts on other Octopus services.
• Cycle to Work Scheme and access to the Electric Vehicle (EV) Salary Sacrifice Scheme.
• Octopus Giving: we match any charitable fundraising that you do up to £500. 
• Octopus Springboard: where we help our employees become fully-fledged entrepreneurs.
• Dog friendly office.
• Breakfast every day, snacks and wellness activities.

We know that to be truly innovative, we need to have a diverse team around us. That is why Octopus Legacy is committed to creating an inclusive environment and is proud to be an equal opportunity employer.