Customer Service Specialist

Customer Service Contractor (Subscriptions & App Experience)

Remote/Hybrid (UK)

Contract: 9 Months

⏱ Start Date: September 2026 (ASAP)

Contract Type: Contractor or Fixed-Term Contract

£37,000 annual salary

About the Role

We're looking for an experienced and proactive Customer Service Contractor to help shape and scale the customer experience across a growing subscription-based digital product portfolio, including a mobile app and premium audio subscription offering.

This is not a traditional customer service role. You'll be the primary owner of customer operations, responsible for building processes, improving customer journeys, managing incidents, and establishing the systems and frameworks needed to support a rapidly growing subscriber base.

You'll work closely with Product, Editorial, Marketing, Technology teams and external partners to deliver an exceptional customer experience while helping define how customer support evolves over the next phase of growth.

What You'll Be Doing

Customer Support & Subscriber Experience

• Act as the primary customer service contact across all subscription products
• Manage and own the customer support inbox, ensuring service levels and response-time targets are consistently met
• Resolve customer queries relating to:
• Account access
• Identity and security
• Subscription management
• Marketing preferences
• General customer account support
• Create and operate GDPR processes, including:
• Subject Access Requests
• Right to be Forgotten requests
• Data management workflows
• Build and manage sanctions screening processes where required
• Own incident management processes, acting as the central coordinator during customer-impacting issues
• Manage and route customer complaints to relevant Editorial, Compliance, Product or Technology teams
• Ensure external support partners are delivering a high-quality customer experience through regular oversight and guidance

Customer Operations & Process Improvement

• Lead the selection and implementation of a customer support/helpdesk platform
• Establish customer feedback loops, reporting and contact-tagging frameworks
• Identify trends, customer pain points and operational improvements
• Work with Product teams to improve retention and cancellation journeys
• Help define scalable customer support processes as subscriber volumes grow

App Store Ownership & ASO

As the mobile app grows, you'll also take ownership of App Store customer engagement activities, including:

• Managing App Store relationships and submissions
• Supporting feature launches and promotional opportunities
• Monitoring and responding to customer ratings and reviews
• Maintaining App Store listings and metadata
• Refreshing screenshots and creative assets
• Helping ensure compliance with App Store guidelines
• Tracking competitors, customer sentiment and market trends
• Supporting App Store Optimisation (ASO) initiatives

Stakeholder Management

• Collaborate with Product, Editorial, Marketing and Technology stakeholders
• Work closely with third-party service providers to ensure customer issues are resolved efficiently
• Support VIP subscriber programmes and promotional offers
• Share customer insights and recommendations to improve product performance and customer satisfaction

What We're Looking For

Essential

• Proven experience in customer service, customer success, subscriber support or customer operations
• Experience managing customer issues in a digital product, app or subscription environment
• Strong understanding of GDPR and customer data handling best practices
• Excellent written communication and stakeholder management skills
• Experience creating processes and improving operational workflows
• Comfortable working independently and taking ownership of customer outcomes
• Strong problem-solving and organisational skills

Desirable

• Experience with subscription-based products
• Exposure to mobile apps and App Store ecosystems
• Experience using customer support/helpdesk platforms
• Knowledge of App Store Optimisation (ASO)
• Experience working with external vendors or outsourced support providers
• Understanding of incident management and escalation processes

Why Join?

This is a unique opportunity to build a customer function almost from scratch within a growing digital subscription business. You'll have significant ownership, visibility across the organisation, and the chance to shape how customer support, subscriber operations and App Store engagement evolve as the product scales.

If you enjoy creating processes, solving problems and delivering exceptional customer experiences in a fast-moving environment, we'd love to hear from you.

Apply now to be part of an ambitious growth journey and help define the future customer experience for a premium digital subscription product.