About Fettle
We’re fettle.
We’re here to ‘reinvent repair’ and put the ‘service’ back into bike servicing, for all types of rider.
Over the past three years, we’ve built the fastest-growing bike repair network, and launched a game-changing partnership with Kwik Fit to provide ‘faff-free’ repairs and servicing across London & Bristol (with more locations coming soon.)
Our innovative, tech-led approach is designed to shake up the industry and serve the growing demand from urban cyclists, bicycle manufacturers and cargo bike fleets.
We have big plans and are just getting started. So, if you have what it takes to help us deliver extraordinary service, zero faff, then read on…
Cyclists using Fettle have access to:
- Super convenient, central locations - As our network of locations grows we will provide full city coverage.
- Handy collection service - we believe customers want convenience and if that means we need to collect and drop off the bike, we will.
- Smooth, simple technology - our background is helping build tech for JustPark - a platform which allows drivers to pre-book parking. As well as being into our bikes we are also tech geeks and believe we have the right knowledge to build an awesome platform which is easy for cyclists to use and help mechanics work smartly and efficiently
- Quality services - not only are our mechanics be the best in-class, we are a friendly company who is obsessed with giving our customers unbeatable services using great new technology
About the role
We are looking for a Customer Operations Manager to join our HQ team. The role is responsible for the day to day management of our customer experience and logistics teams. This role reports to the Operations Director and would suit someone looking to join a fast-paced and ambitious startup.
You can expect to…
- Be fully responsible for the performance of the customer experience and logistics functions of the business. We’re looking for someone who can manage people but also muck in where needed - especially in cases of holiday or sickness.
- Implement continuous improvements to our customer experience and logistics. One of the best bits of working at a start-up is being able to solve problems. No red tape to wade through; as the point person for customer experience and logistics, if you see a point you want to improve, you have the freedom to do that. We really want this to be a data-driven approach.
- Manage and implement systems - we use lots of tech at Fettle and you’ll be expected to know them inside out to help implement anything new.
- Create reports to provide insight to the wider team, using data and feedback from the team.
- Project managing and working on a variety of commercial projects with other members of the business. These can include things like onboarding a new partner, where processes need determining, documenting and training; or supporting the launch of a new workshop.
You must have…
- A problem solving mindset with a resilient & determined nature
- Excellent communication skills - both written and verbal. Comfortable on the phone.
- Confidence using online software and mapping out detailed user journeys
- Able to analyse data and determine action needed off the back of it
- Strong project management, organisational skills
- The ability to spin many plates; startups can be fast-paced and varied.
- A responsible nature - you’ll need to get stuck in and take ownership
- Eligibility to work in the UK
It’s a real bonus if you have…
- A passion for cycling. If you know your spokes from your stems, that’s a big bonus for us.
- Customer service experience and/or logistics experience
- Experience using different communication systems e.g. Freshdesk/Freshcaller and Slack
Benefits
As part of the fettle HQ team, you’ll get:
- A competitive salary of £35,000 - £40,000
- Hybrid working from our London office/home
- Share options
- Delicious food cooked by an amazing chef, twice a week
- Trade prices on bike parts from the day you start.
- Access to a benefits platform spanning health, counselling and discounts across tonnes of retailers
- Opportunities for genuine career progression
Application questions
We really want to know why you want to work at fettle. Along with submitting your CV, please answer the following questions (max 300 words total):
- What is it about this role that excited you and made you apply?
- Can you think of a time you solved a problem? What was the issue, how did you know it was an issue and what did you do to solve it?
