Remote Customer Success Manager Job UK,Customer Service/HelpDesk

Position: Remote Customer Success Manager Role
At SkilledUp Life, we empower individuals to gain valuable real-world experience that accelerates their careers, while enabling tech startups to grow with the support of skilled Volunteers. Our global community has grown to over 57,500 Volunteers across 147 countries, helping hundreds of startups—primarily in the UK and USA—scale sustainably.
2.Purpose of role
The Customer Success Manager Volunteer plays a vital role in ensuring a positive and seamless experience for SkilledUp Life’s volunteers and startup partners. You will be the first point of contact for inquiries, guiding users through their journey on the platform — from onboarding to engagement and retention. By proactively communicating with volunteers, resolving issues, and ensuring satisfaction, you will directly contribute to SkilledUp Life’s mission of connecting global talent with tech startups. This role offers hands-on experience in customer success, community management, and digital communication within a global SaaS environment.
3.Key activities
Tawk Monitoring & Engagement: Monitor SkilledUp Life’s live chat (Tawk) daily, attend to volunteer and visitor inquiries, and ensure prompt, helpful responses.
-Follow-up Management: Create or follow up on tickets for missed chats, ensuring timely resolution and feedback loops.
-Volunteer Support: Assist new and existing volunteers with building and completing their profiles and guide them in applying for opportunities.
-Outreach & Engagement: Proactively contact volunteers via email or direct messages to re-engage inactive users or follow up with those who have shown interest.
-Opportunity Matching: Share relevant volunteer opportunities with candidates based on skills, experience, and preferences.
-Administration & Tracking: Maintain accurate and updated records in tracking sheets, documenting communication, engagement status, and progress.
-Collaboration: Attend weekly team meetings, provide updates, share best practices, and support cross-team collaboration.
Reporting: Submit daily updates and weekly summaries to highlight engagement trends, challenges, and potential process improvements.

Disclaimer: This is a voluntary position, i.e. there is no direct financial compensation, a promise of future paid work or any taxable benefit in kind.

What We Will Need From You

Monitor SkilledUp Life’s live chat (Tawk) daily and respond promptly to volunteer and visitor inquiries.
Create or follow up on tickets for missed chats to ensure timely resolution.
Assist new and existing volunteers with building and completing profiles.
Guide volunteers in applying for suitable opportunities.
Proactively contact volunteers via email or direct messages to re-engage inactive users.
Match volunteers with relevant opportunities based on skills, experience, and preferences.
Maintain accurate records in tracking sheets, documenting communications, engagement status, and progress.
Attend weekly team meetings, provide updates, and share best practices.
Support cross-team collaboration and communication.
Submit daily updates and weekly summaries to highlight engagement trends, challenges, and potential improvements.

Skills Required

Strong communication skills (written and verbal).
Customer service and support experience.
Ability to manage multiple tasks and follow up effectively.
Proactive problem-solving and troubleshooting.
Attention to detail and record-keeping.
Familiarity with SaaS platforms, live chat tools, or community management is a plus.
Team collaboration and ability to work in a remote, global environment.
Basic reporting and data tracking skills.

Endorsements:
Once a satisfactory outcome is delivered, we will:
* Provide a testimonial against your profile on SkilledUp Life.
* Allow you to add Company Name to your Linkedin Profile.
* Provide a Letter of Recommendation (LoR).
For Volunteer team mates who deliver exceptional results:
* Provide a Linkedin testimonial, when requested.
* Write a Linkedin Post thanking you for your contribution.
* Provide further references, when required (we have the right to reject these)

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