Carandclassic

About you You're calm under pressure, commercially minded, and genuinely care about delivering outstanding customer outcomes. You thrive in fast-paced environments where attention to detail matters. You're confident handling sensitive financial information, complex disputes, and high-value transactions, all while maintaining warmth and professionalism. You take ownership. You don't wait to be told what to do. If something looks off, you investigate it. If a customer is stuck, you move things forward. If revenue is at risk, you protect it. Fluent in both English and French, you're comfortable supporting customers across the UK and Europe, particularly as we continue growing in France. About the role Provide exceptional, professional, yet personal support throughout the entire Customer Success lifecycle, including payments, disputes, and resolutions. Our team is committed to delivering world-class service that not only exceeds customer expectations but also positions Car & Classic and Les Anciennes (its French based brand) as the leaders in customer satisfaction, setting us apart from competitors. One of the most significant differences between Car & Classic and our competitors, is the post-sale support that our users receive. Successfully assisting buyers and sellers with all processes and issues is a crucial piece of the Car & Classic brand, especially as we build on our reputation across France. With a commercial mindset, we aim to see every deal through to successful completion, safeguarding revenue while fostering trust and loyalty. Our goal is to ensure every customer feels valued, understood, and supported, leaving them inspired to share their positive experiences and recommend Car & Classic to others. About us Car & Classic is one of the largest automotive marketplaces in the world. Launched in 2005 but under new, VC-backed ownership since 2018 and on an exciting double-digit growth journey to bring classic vehicle transactions online. Our culture is incredibly important to us. We're lucky enough to have built the team from scratch with a focus on enjoying the day-to-day, diversity, inclusion and high performance. We're a fully remote team of builders, dreamers, and petrolheads using tech to connect enthusiasts with the machines that move them. If you're driven by passion and curious about shaping the future of classic motoring online, you'll fit right in. We're looking for a Customer Success Executive who has good, relevant experience and wants to make their mark in a rapid-growth business where they can make a real difference whilst enjoying the environment and culture. Role and responsibilities Deliver timely, high-quality responses to customer enquiries across HubSpot Conversations, maintaining strong responsiveness even during periods of high demand. Manage a high volume of customer conversations effectively, contributing positively to overall team capacity and performance. Respond promptly and professionally to auction comments, supporting buyer and seller confidence throughout live and completed auctions. Proactively assist customers with vehicle collection, international logistics and cross-border requirements across the UK and Europe. Contribute to excellent customer satisfaction outcomes, supporting the maintenance of a strong Trustpilot rating for Car & Classic. Play an active role in improving customer satisfaction and brand reputation on Les Anciennes, supporting the continued growth of the French platform. ️ Actively protect the Les Anciennes platform from fraudulent submissions and activity, maintaining a zero-tolerance approach to fraud and safeguarding users, revenue, and brand trust. Handle payments, refunds, fees and financial queries with complete accuracy across multiple currencies and VAT schemes. The skills, attributes and experience you must have Fluent English and French (written and spoken) - essential for supporting cross-border customers and building trust in France. ️ Proven experience handling complex or sensitive customer cases, including disputes, complaints, or high-value transactions. Experience in a high-volume, fast-paced customer-facing environment, balancing responsiveness with quality and accuracy. Strong financial literacy, confidently managing payments, refunds, fees, VAT and multi-currency transactions with absolute precision. Exceptional attention to detail, particularly when handling sensitive data and financial systems. Ability to operate across multiple systems simultaneously (CRM, financial tools, auction platforms) without losing accuracy. Empathy & Customer Focus - consistently delivering solutions with patience, professionalism, and care. Commercial Mindset - protecting revenue while balancing customer satisfaction and deal completion. ️ Effective, personal communication - tailoring responses to the individual without sounding templated or robotic. Proactive ownership - identifying issues early, taking initiative, and resolving problems end-to-end without constant direction. The skills, attributes and experience it would be nice to have ️ Experience in aftersales, complaints handling, or post-sale support. Interest in classic or collector vehicles. Experience supporting cross-border logistics or international customers. Experience contributing to or managing online review platforms (Trustpilot or similar). This role probably isn't for you if You struggle to manage multiple conversations and priorities at once. You prefer low-pressure environments without clear performance expectations. You're uncomfortable handling sensitive financial information. You rely heavily on scripts and struggle to personalise communication. You avoid difficult conversations or dispute resolution scenarios. What do you get (remuneration & benefits) £25,000 per annum + 10% performance-related bonus Generous stock options scheme All the equipment you need to get the job done Flexible working - work where and when you want to get the job done Access to free counselling, therapy and mental health support via Spill Professional development allowance Life cover Smart Health Generous parental leave 33 days holiday (including bank holidays) Ability to make your mark on a fast-growing start-up Our application process Once you decide to apply you'll be presented with a series of questions. The answers to the questions are the difference between your application being progressed or not. Please do give them your time and effort when answering. We want to hear from you, not AI. Using AI to write your answers will mean that your application will be rejected. Car & Classic Limited is an equal-opportunity employer Equality, diversity and inclusion are integral parts of our culture. We recognise and celebrate the value and impact diversity brings to our company and are committed to ensuring this is a consistent focus, for which we hold ourselves responsible. We are committed to treating all applicants fairly and equally and encourage candidates from all backgrounds to apply for this role. Good luck with your application and thank you in advance for your interest in joining us at Car & Classic.