About Mob

At Mob, we’re all about making cooking fun and accessible. We’re a team of food lovers, creatives, and storytellers who bring people together through great food. Whether it’s developing recipes, creating content, or building a community, we do it with passion. If you love food and want to be part of a dynamic team, we’d love to hear from you!

What We're Looking For

We recently hit a milestone of 100,000 paying subscribers, and as we continue to scale, we’re looking for a Customer Support Manager to take ownership of customer interactions, improve retention, and reduce churn.

This is the first hire in our Customer Support function, so we need someone who is:

• A self-starter, able to take initiative and shape the role from the ground up.

• Customer-centric and empathetic, passionate about delivering a best-in-class experience for our users.

• Proactive and solutions-oriented, constantly looking for ways to improve processes, reduce friction, and enhance customer satisfaction.

• Data-driven, able to analyse customer insights and work closely with product and growth teams to drive meaningful change.

• A strong communicator, maintaining a consistent, engaging, and helpful tone across all customer interactions.

• Comfortable working autonomously in a fast-paced, remote-first environment.

Is this role for you?

As a Customer Support Manager at Mob, you’ll prioritise customers with empathy, improve processes proactively, and use data to drive retention and optimise the experience. This role isn’t for you if you prefer a predefined support system, as you'll need to build and shape it from scratch.

Key Responsibilities

Customer Engagement & Support

• Act as the first point of contact for all customer inquiries, complaints, and feedback to reduce churn and boost retention.

• Own and manage customer emails, social DMs, TrustPilot, and App Store reviews, ensuring a fast and friendly response.

• Constantly assess ticket volume and ensure we have sufficient support coverage. Manage a team of external agents to supplement your coverage.

• Proactively identify recurring issues and work with Product and Growth teams to address pain points and improve the customer experience.

• Develop self-service resources (FAQs, help articles, tutorials) to reduce the need for direct support.

• Implement automated customer engagement tools for personalised emails, such as:

  • Nudges for new users who haven’t explored key features.

  • Reminders for subscribers approaching renewal.

• Represent Mob in public forums (e.g., Reddit, social media DMs) to maintain brand reputation and respond to user concerns.

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Improving Retention & Problem Solving

• Identify patterns in why customers leave and take proactive steps to improve retention.

• Work closely with Growth and Product teams to implement strategies such as:

  • Special offers for long-term subscribers or those considering cancellation.

  • Referral programs to encourage customer advocacy.

• Manage and monitor Mob promo codes, preventing misuse while ensuring they drive engagement.

• Bring creative, proactive solutions to enhance customer experience and reduce friction.

Customer Feedback & Data Analysis

• Gather and analyse customer feedback through surveys, NPS tracking, and exit interviews.

• Work closely with Product, Growth, and SLT teams to ensure that customer insights directly shape Mob’s evolution.

• Use data to identify trends and recommend optimisations in support workflows and retention strategies.

What You'll Need

• 1-3 years of experience in customer support within a D2C or tech company.

• A real self-starter who thrives on autonomy and is comfortable building a function from scratch.

• Strong ability to empathize with customers and genuinely care about solving their problems.

• Experience responding to customer inquiries via email, chat, or phone.

• Hands-on experience with customer support platforms (e.g., Zendesk, Intercom).

• Strong understanding of subscription models, handling cancellations, and basic technical troubleshooting.

• Data-driven mindset, comfortable tracking and analyzing customer behavior trends.

• Excellent problem-solving skills, bringing proactive solutions to reduce customer friction.

• A team player who can collaborate cross-functionally with Product, Growth, and SLT.

Systems

Please note the following are desirable and we are happy to consider applications which don't meet 100% of the requirements.

• Intercom (for customer inquiries and ticket management)

• TrustPilot & App Store Reviews (for managing and responding to public feedback)

• Mixpanel (for tracking customer trends and retention data)

• Google suite, Slack & Notion (for internal communication and documentation)

• Klaviyo (for personalised engagement campaigns)

Why Mob?

• Work with a passionate, creative team in a fast-growing food media brand.
• A fun, dynamic, and food-filled office environment (yes, you’ll eat well!)

What We Can Offer

The salary banding for this role is up to £40,000, dependent on experience and skills. We keep our pay ranges broad on purpose to give us, and you, flexibility to match your experience so if your salary expectations are different, have a chat with us.

In addition, you’ll be eligible for a 2% on-target bonus, paid quarterly.

We also offer plenty of wellbeing benefits, including:

• Mob Premium subscription

• ClassPass membership

• Private health care

• Hybrid working

• Enhanced annual leave allowance

• Bonus schemes

• Regular socials

• Summer hours

• ...and you'll be the first to try our amazing chefs' new recipes!