Customer Service Executive

London | 4 office days (Old Street) | Full-Time

About August

Renting is broken. At August, we're here to fix it.

We’re redefining how you rent with an all-in-one rental platform that simplifies management for landlords and delivers a seamless experience for tenants.

At August, we streamline all aspects of renting through our app. From paying rent and reporting issues to accessing documents and more. Using AI, we automate as much as possible, including property and tenancy creation, with August intelligently pre-populating details from uploaded tenancy agreements.

With millions of independent landlords still relying on homemade spreadsheets or outdated systems, isn’t it time there was a much better option? August provides an affordable, efficient alternative by automating up to 75% of a landlord’s workload.

As we continue our rapid growth, two things drive our success: our people and our culture. We’re looking for ambitious, innovative minds who thrive in a fast-moving environment. If you’re passionate about building great products, solving big problems, and creating real impact, we’d love to hear from you.

About the role

We’re looking for an exceptional Customer Service Executive to help define and deliver a world-class customer experience. This is a hands-on role that’s perfect for someone with at least two years of experience in a fast-paced customer support environment, who is now looking to take ownership and make an impact in a high-growth startup.

You’ll be the voice of August, engaging directly with customers, resolving issues efficiently, and ensuring landlords and tenants get the best possible experience from our platform. You’ll work closely with the Product, Technology, and Marketing teams, using customer insights to help shape the future of our product.

We use Intercom as our primary customer service platform, so experience with it (or similar tools) is a plus.

What you’ll be doing

• Create and implement a comprehensive digital marketing strategy that aligns with business goals.

• Plan, creative/produce, and oversee engaging, high-quality brand and product content tailored for each platform.

• Launch targeted campaigns that drive brand awareness, engagement, and conversion.

• Monitor key metrics, analyse data, and optimise marketing campaigns based on performance insights.

• Be the first point of contact for customers, responding to queries via Intercom, email, and social channels.

• Quickly diagnose customer problems, resolve them efficiently, and escalate where necessary.

• Gather insights from user feedback (Landlords and Tenants) to help shape product improvements and better address customer needs.

• Guide new users through our platform, helping them get set up and making sure they get the most out of August.

• Maintain and improve our self-service help content (FAQs), ensuring customers can find answers easily. Keep these up to date as we evolve.

• Work with the team to refine our support processes, using automation where possible to streamline workflows.

• Track customer issues and feedback, identifying trends and opportunities to improve the overall user experience.

• Work closely with Product, Operations, and Growth teams to ensure we’re delivering the best possible service.

• Be proactive, bring new ideas, and help shape the customer success function as we grow.

What you’ll need

• 2+ years of experience in customer support, customer success, or a similar role—ideally in a tech startup or fast-moving environment.

• Experience with Intercom or similar customer service platform.

• A problem-solving mindset. You enjoy tackling customer issues and finding smart, efficient solutions.

• Excellent written and verbal communication skills, with a warm and professional tone.

• Strong attention to detail. You take the time to fully understand a customer’s problem and ensure nothing gets missed. You know that ever customer counts.

• The ability to work autonomously and take initiative. You won’t always have a playbook, so you’ll need to think on your feet and work well with the rest of our team.

• A data-driven approach, using customer feedback and support metrics to improve processes and experience.

• A genuine passion for helping people. You love engaging with customers and making their experience seamless.

• A voracious appetite for learning and you are always looking to improve and grow.

• Bachelor's degree in English, Communications, or a relevant field.

What we offer

• Ownership & Impact – Play a key role in a high-growth startup where your work directly shapes our success.

• Talented Team – Work alongside passionate, experienced colleagues from leading startups and top companies.

• Supportive Culture – Join a friendly, transparent environment that values collaboration, curiosity, and progress.

• Accelerated Learning – Gain broad exposure across the business as a key driver of product-led growth.

• Competitive Salary – We offer a package that reflects your skills and impact.

• Equity – Share in the success you help create with meaningful ownership in a fast-growing company.