Customer Success Executive

Customer Success Executive

🌍 About Klyk

At Klyk, we are building the world's first AI-Enabled IT Operating System for modern, high-growth businesses. Our mission is simple yet radical: to remove both friction and waste from IT operations entirely, keeping growing teams in their creative flow—and electronic waste out of landfills.🌱

By packaging our deep IT expertise into a powerful, scalable SaaS stack that lives natively inside Slack and MS Teams, we automate and resolve employee IT requests instantly right where they already work. At the exact same time, our platform seamlessly coordinates the physical world: provisioning premium refurbished hardware, tracking software and hardware assets from delivery to retirement, and enforcing enterprise-grade, zero-trust cybersecurity at the click of a button.

🚀We are already a proud Certified B Corp trusted by some of the UK's most impactful and high-growth organisations—including B Lab UK, Wild, THIS, SURI, Bloom & Wild, Healf, and Field Energy. With our AI service desk app live and an eager pipeline of pilot customers waiting to deploy right now, we are actively looking to scale our sustainable, automation-powered ecosystem.🚀

But what truly drives us is a deeply human mission: we are working to eradicate digital poverty. We believe that access to technology is a fundamental right, yet millions of young people remain locked out of the digital world. Every cycle of hardware we manage feeds directly into this goal—we refurbish and donate high-quality devices to children living below the digital poverty line. By joining Klyk, you aren't just building a SaaS platform; you are directly helping to bridge the digital divide and place the tools for a brighter future into the hands of the kids who need them most.✨

🎯 The Role — Customer Success Executive

We're looking for an experienced Customer Success Executive to help shape our IT operations processes and manage requests for our Managed Service Provider (MSP). You'll be the calm, organised force keeping our service delivery running smoothly—coordinating requests for repairs, managing orders, handling recycling processes, and working through incoming IT tickets from our customers. You’ll be driven and bring the energy, always looking to improve our process and service.

You'll work closely with our IT Engineers and the CSM to make sure every request is tracked, prioritised, and resolved efficiently. You will be comfortable being customer facing, both virtually and in in-person meetings with our clients. This role suits someone who is highly organised, keeps a firm grip on their to-do list without letting things slip through the cracks, all while always bringing a positive, reassuring presence to our customers.

Join our dynamic team and play a central role in the smooth, day-to-day functioning of our IT services.

• Location: Our office in London, Acton (with a hybrid working culture)
• Start: ASAP

🛠 What You'll Do

💼 Support on Account Management

• Support with onboarding and offboarding of new customers, making sure all the steps are followed and it's a seamless experience
• Support with onboarding of new joiners, making sure all the right equipment is received, and the new joiner is onboarded correctly with no gaps
• Define tech-related processes, support new service requirements and requests coming in from customers, showing them we can adapt to their needs
• Define and grow the customer success workflows alongside the CSM on how best to deliver the services as we continue to scale up

🎫 Manage IT Tickets & Requests

• Own incoming IT tickets from customers, ensuring each is logged, prioritised, and progressed to resolution.
• Coordinate repairs, replacements, and hardware orders in a timely and efficient manner.
• Manage recycling and device lifecycle processes in line with our sustainability mission.

🤝 Coordinate With the Klyk Team

• Work closely with our CSM, IT Engineers, Hardware Engineers and Sales teams to escalate, track, and resolve technical and operational requests.
• Ensure clear handoffs and follow-through so nothing gets missed.

📋 Keep Operations Running Smoothly

• Manage your own time and priorities across multiple concurrent requests.
• Keep meticulous track of to-dos, follow established processes, and flag where processes could improve.
• Bring strong problem-solving skills to unblock issues and keep service delivery efficient.

💬 Be the Reassuring Voice for Our Customers

• Communicate with customers in a positive, clear, and reassuring way, building trust in our service.
• Set expectations honestly and keep customers updated as their requests progress.
• Represent Klyk's values in every customer interaction.

✅ You May Be a Fit If You...

• You will be a recent grad with a passion for people and tech, or you might have experience as an IT Operations Executive or similar role within an IT services environment.
• You are ambitious, driven and enjoy working at fast pace with an equally ambitious group of people
• Have excellent problem-solving skills and can think on your feet when issues arise.
• Are highly organised, with a proven ability to manage your time and priorities effectively.
• Can keep track of multiple to-dos at once and follow processes correctly and consistently.
• Are positive, fluent in English and are a confident communicator over telephone, email and in person (as well as being someone who customers trust and enjoy working with!)
• Have strong coordination skills and enjoy working closely with technical teams, like IT Engineers.
• Care about sustainability and want your work to have real-world impact.
• Are comfortable in fast-moving, unstructured environments and are based in, or willing to relocate to, London.

Nice-to-haves (none required)

• Experience working within a IT Environment
• Have worked in a customer facing role, dealing with people
• Familiarity with ticketing systems and IT service management tools.
• Have an understanding of IT operations and the processes behind ticketing, repairs, and device/asset management.

💚 Why Join Klyk?

• 🌱 Purpose-driven work: Make a measurable impact on reducing e-waste and transforming how businesses use technology.
• 🚀 Build something meaningful: Help create the platform that powers a new generation of sustainable, automated IT services.
• 🎯 Ownership and trust: Own the day-to-day of our IT operations and be trusted to make it run smoothly.
• 🧠 Continuous learning: Get exposure to IT operations, customer success, and the realities of a fast-growing tech business.
• 🌍 Values-led culture: As a B Corp, we prioritise flexibility, fairness, environmental impact, and long-term thinking.

If the idea of keeping a fast-moving, sustainable IT operation running smoothly excites you — then you'll thrive at Klyk. We appreciate not everyone will have absolutely everything listed above, but if you think you could be a great fit for us, please apply!

We know that the best ideas come from a team with varied perspectives and experiences. Inclusion is core to our mission. We are committed to building a kind and inclusive workplace where everyone is empowered to grow and succeed. 💚