Customer Experience Associate Required in London - London

Customer Experience Associate Required in London

Marvellous Babysitting is revolutionising access to flexible, short-term childcare by connecting families with experienced and highly trained nannies through a user-friendly app. Founded by Norland alumna Ella Trigwell, the platform offers a modern solution for childcare needs. Through an exclusive partnership with Norland College, parents gain access to Norland Nannies who are known for their extensive early-years training and commitment to the gold standard of childcare. Marvellous Babysitting combines technology and trusted expertise to deliver unmatched quality in childcare services.

About the Role

Must be able to start by May 2026

We’re looking for a highly organised, commercially aware Customer Experience Associate to help run the daily engine of a fast-growing premium marketplace. This is not a traditional customer service role. You will sit at the centre of the business - communicating with families and childcare professionals, troubleshooting operational issues, identifying patterns in feedback, and working closely with senior leadership to improve systems as we scale. If you’re proactive, detail-oriented, and enjoy taking ownership in a dynamic environment, this role offers real exposure and meaningful responsibility.

Hours: Full-time
Salary: £24-£28k
Location: UK based (fully remote)

What You’ll Be Doing

Member & Nanny Experience:

Managing daily communication with families and childcare professionals via email, WhatsApp and phone
Providing first-line support for app-related queries
Delivering a polished, high-end service experience at every interaction
Ensuring all written communications are accurate, clear and error-free

Operational Excellence:

Troubleshooting common platform issues confidently and efficiently
Escalating technical bugs clearly and effectively to our development team
Reviewing booking details, invoices and member communications to ensure complete accuracy
Supporting booking administration and ensuring operational processes run smoothly
Maintaining accurate internal tracking spreadsheets and operational records

Continuous Improvement:

Identifying recurring patterns in customer feedback or operational friction
Presenting insights and improvement suggestions to the Senior Leadership Team
Contributing ideas to improve systems, processes and overall member experience

Executive Support

Assisting the CEO and COO with diary management and key administrative tasks
Supporting leadership with coordination and follow-ups

About You:

We’re looking for someone who combines strong communication skills with operational thinking.

You will need to have:
5+ years’ experience in a customer-facing role (support, service, hospitality or similar)
Experience working in a high-end or luxury service environment
Excellent written and spoken English
Very strong computer skills, particularly Excel or Google Sheets
Confidence using a range of apps and web-based tools
Previous experience in a remote or hybrid role
Exceptional organisation and attention to detail
A proactive, solutions-focused mindset

Desirable (but not essential):

Experience in a startup or scaling business
Familiarity with the childcare industry
An entrepreneurial attitude and interest in business growth

Important Requirements

You must be UK-based (we are unable to accept applications from outside the UK).
This is a fully remote role.
Must be able to start by May 2026

How to Apply (Important - Please Read Carefully):

To help us identify candidates with strong attention to detail, please follow all steps below:
Start your email subject line with: MARVELLOUS ROLE FEBRUARY 26
In the body of your email, answer the following question (maximum 300 words): You notice that three parents this month have mentioned confusion about how booking payments work. What steps would you take to address this?
Attach your CV (PDF preferred) and send your application to: hello@marvellousbabysitting.com

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