Background

The Plum Guide is building a marketplace of the world’s best holiday homes. For real!

We are taking a systematic and obsessive approach to testing every single home on the planet, and accepting only the top 1%.

We do so by putting every home through The Plum Test: a gruelling hospitality exam, which uses a mix of algorithms and physical visits by hospitality experts.

We launched 2 years ago in London. Since then, we have grown 20% month on month, vetted over 80,000 homes and reached over £11m in annualised sales! We are backed by an all-star cast investor group including Local Globe (TransferWise, OneFineStay, Citymapper), Octopus Ventures (Secret Escapes, Eve, Tails), BGF Ventures (Trouva, Roli, Gousto), Alex Chesterman (Founder of Zoopla), William Reeve (Founder of Love Film), Alex Saint and Troy Collins (Founders of Secret Escapes), Errol Damlin (Founder of Wonga) Jason Goodman (Founder of Albion) and many more.

Now the real work begins. We have just closed our Series A round of funding and have huge ambitions to maintain our rocket-speed growth. To achieve this, we need a powerhouse, world-class sales team.

That is where you come in.

The Role

At Plum, we aim to be famous for two things:

  • Our “science behind the perfect stay”: our rigorous methodology for testing and vetting the top 1% of homes in every city.   

  • Our Match Making Service: our team of travel consultants who, powered by data, help match guests with their dream home and neighbourhood.

Once our Match Making Team have found our Guests their perfect home, you will help ensure that things go smoothly and in the few cases there is a hiccup, you will step up and work with the Host, the Guests and the Plum Team to resolve things sharpish.

What does success look like? The Customer Service Magician will have hit the ball out of the park if after 12 months you have moved the NPS needle proving that our Guests are happier than they were before you were there for them.

This is a new role, which means your creativity and patience will be critical.

What you’ll be up to

  • Customer Service.

  • Support strategy development for post booking experience.

  • Working with Hosts to ensure things go smoothly for Guests.

  • Complaint resolution.

  • Working with the Head of Customer Experience to create an impactful problem resolution toolkit for Hosts.

  • Feedback analysis and planning.

  • Social media management of guest feedback.

  • Office management support.

Who we are looking for

This role requires a hungry and ambitious individual who finds the idea of working in one of the UK’s fastest growing start-ups insanely motivating. You don’t need to have a ton of customer services experience to be considered for the role. Your raw talent and work ethic is much more important to us. Specifically, though you are…

  • Ideally a bilingual French / English speaker.

  • Have a working knowledge of London and ideally Paris.

  • A hospitality natural with a passion for providing excellent service.

  • Excited to use your initiative and be proactive, not just reactive when it comes to problem solving.

  • A true people’s person with great interpersonal skills.

  • Thrives on feedback to ensure you’re constantly growing as an individual.

  • Are confident working independently as well as part of a team.

  • Are super hard working with a brilliant work ethic.

  • Entrepreneurial by nature.

  • Brilliant phone and email manner.

Benefits

  • The opportunity to create something amazing. The customer service is still in its infancy and it's a key pillar of the business so there is a lot to build and develop.

  • Incredible learning opportunities in building and scaling a digital business: not only will you play a key role in driving growth at a VC-backed business, but you will be exposed to all facets of scaling: fundraising, marketing, engineering, finance and ops.

  • Be surrounded by smart and hungry people in a passionate, friendly and transparent culture.

  • Be one of the earliest team members of what we believe will be one of the most famous start-ups of the next 10 years.

  • Help our guests make amazing memories with their friends and families from all over the world. Holidays = true human happiness!

  • Competitive salary.

  • Wonderful office location on Hoxton Square.