Customer Experience Agent
MotorwayAbout Motorway
Motorway is the UK’s fastest-growing used car marketplace – our award winning, online-only platform connects private car sellers with over 7,500 verified dealers nationwide, who compete to offer the best price. Founded in 2017, our technology makes the process refreshingly easy, earning us an 'Excellent' Trustpilot rating with over 70,000 reviews. We're not just building a platform; we're changing how people sell cars.
Backed by leading investors like Index Ventures and ICONIQ Growth, and following a successful $190 million funding round, we're on a mission to transform the used car market.
About the team
At Motorway, we're transforming the way people buy and sell cars, and our Customer Experience team is leading the charge. As the first point of contact for thousands of customers every day, we're not just answering questions – we're building trust, guiding users through our innovative platform, and ensuring a seamless and enjoyable experience for everyone. Last year, we launched a new online help center that reduced customer support calls by 15% and increased customer satisfaction scores by 10%! From helping sellers get the best price for their car to supporting dealers in finding their perfect stock, our team plays a crucial role in driving Motorway's success.
About the role
Build strong relationships with sellers and dealers to deliver outstanding customer service and ensure a smooth, enjoyable experience.
Optimise customer interactions by efficiently managing CRM systems and ensuring data accuracy.
Proactively identify and resolve customer issues, using your initiative and resourcefulness to find the best solutions.
Continuously learn and develop your skills through our training and support programs.
About you
Passion for customer service: A genuine desire to help others and provide a positive experience.
Excellent communication skills (phone, email, chat) and a proactive, positive approach to customer interactions.
Meticulous attention to detail, ensuring accuracy and efficiency in all tasks.
Strong problem-solving skills and the ability to think on your feet.
Team player with a collaborative approach.
A passion for finding new and better ways to solve customer problems.
Adaptable and comfortable working in a fast-paced, changing environment.
You could be a great fit if
You thrive in a fast-paced environment and enjoy the challenge of resolving complex customer issues.
You're a natural communicator with a knack for building rapport with people from all walks of life.
You're passionate about technology and its potential to improve people's lives.
You're eager to learn and grow, and you're always looking for ways to improve your skills.
You might not be a great fit if
You prefer to work independently and don't enjoy collaborating with others.
You find it difficult to adapt to new situations or learn new technologies.
You're not comfortable dealing with challenging customer interactions.
Location
This role will be based in our Brighton office, with the option of remote work one day per week after the probationary period.
Interview process
Our interview process contains two main stages:
Initial Call (30 mins): You'll speak with a talent partner or team member about your experience and learn more about the team and Motorway.
Full Loop (1-2 hours):
You will be matched with a team based on your background and preferences and receive additional insight on the team and what to expect in the final interview.
The final interview will go into a deeper dive into your experience as well as a skills-based assessment. This assessment may involve a role-playing exercise to assess your ability to handle different customer scenarios.
You can expect to hear back from us within 2-3 business days of each interview stage. You'll have the opportunity to speak with a talent partner throughout the interview process should you have any questions or need any type of accommodations.
Shift pattern
Sunday to Thursday - 8:45 to 5:30pm