Subscription Operations & Support Executive

Role Overview

The Subscription Operations & Support Executive is essential in providing outstanding customer service while supporting the subscription management systems of the organisation. This role blends advanced customer support skills with analytical and technical expertise to enhance processes, assist team members, and promote continual improvements.

Key Responsibilities

• Serve as the main contact for subscriber and reader inquiries via phone and email.
• Deliver effective and professional customer service, resolving issues promptly.
• Develop positive subscriber relationships to maintain high customer satisfaction.
• Address and resolve customer complaints, taking responsibility until fully resolved.
• Handle subscription modifications, renewals, cancellations, and account updates accurately.
• Manage efforts aimed at subscriber retention and identify ways to boost subscriber loyalty.
• Keep precise records of all customer interactions following company policies and GDPR standards.
• Achieve established customer service KPIs and maintain service quality standards.
• Act as the business super user for customer service and subscription platforms, maintaining deep knowledge of all relevant systems.
• Exercise elevated system permissions carefully to safeguard system integrity.
• Provide first-level technical support to colleagues and troubleshoot system issues.
• Facilitate system training for new employees and ongoing support for existing staff.
• Create user guides, documented best practices, and procedural manuals.
• Escalate complex technical problems to IT or external vendors and coordinate the resolution process.
• Participate in testing new system features, upgrades, and releases prior to implementation.
• Monitor system performance, detect recurring problems, and suggest enhancements.
• Analyse customer journeys and workflows to find opportunities for greater efficiency and service improvement.
• Use logical problem-solving to identify root causes of operational issues and implement effective solutions.
• Collaborate with teams such as Marketing, Circulation, Finance, and IT to refine subscriber processes.
• Ensure systems and procedures align with broader business goals and compliance requirements.
• Generate reports and insights to aid operational decision-making.
• Participate in projects involving system implementations and continual process improvement efforts.

Skills & Experience

• Extensive background in customer service or operational roles.
• Strong aptitude for technology, with the ability to learn new software and business tools rapidly.
• Excellent logical reasoning and problem-solving capabilities.
• Proven experience acting as a super user or system champion within an organization.
• Familiarity with CRM, subscription management, or customer support software such as Freshdesk, Piano, or Sendy.
• Highly organized with a talent for handling multiple priorities simultaneously.
• Outstanding verbal and written communication abilities.
• Proficient in Microsoft Office suite, especially Excel.
• Energetic and proactive with a strong focus on enhancing processes and customer satisfaction.