Customer Success Manager - TF Pay (UK)

Join our Movement and Champion Restaurant Culture! 💚

At TheFork we believe that the best things in life happen around the table.
As the leading restaurant booking platform in Europe, we connect the broadest community of loyal diners with the world’s favorite restaurants. Powered by innovation and a deep passion for the restaurant industry, we create unique dining experiences across 11 countries.

We’re part of the Tripadvisor Group and proud to be building a diverse, people-first culture where “respect”, “ownership”, “growth” and “better together” values thrive.
If you’re passionate about food, technology, and making a real impact, your seat at the table is ready.

👉 Discover life at TheFork

What you will do:

• Activate restaurants on TheFork Pay by managing a pipeline: outreach, pitching and follow-up using a consultative sales approach.
  
  
• Drive adoption and usage, prioritizing high-potential accounts in coordination with Sales, AMs and KAMs.
  
  
• Handle inbound cases (churn requests, payment issues, trainings, operational questions) and perform retention or reactivation actions when needed.
  
  
• Manage Stripe account verifications and unblockings, including documentation review and coordination with restaurants.
  
  
• Act as a TheFork Pay ambassador for the UK market, supporting and enabling commercial teams.
  
  
• Coordinate closely with Gift Cards / B2C teams, staying up to date on campaigns and new customers to pitch added value to restaurants.
  
  
• Identify and propose practical improvement ideas to increase product adoption and reduce friction, based on day-to-day restaurant feedback.

Who you are:

You Must Meet These Critical Qualifications (Mandatory requirements to be listed here)

• Experience in a B2B customer-facing role (Customer Success, Account Management or Customer Support).
  
  
• Comfortable with phone-based communication, including outbound calls and follow-ups.
  
  
• Able to handle operational and technical topics, especially related to payments.
  
  
• Strong communication skills and ability to work cross-functionally.
  
  
• Native or fluent English is mandatory.
  
  
• Hands-on, structured and execution-oriented mindset.

You Can Impress With These Additions

• Experience working with restaurants or hospitality businesses.
  
  
• Exposure to commercial or customer-facing roles in B2B environments.
  
  
• Comfortable handling customer objections and complex conversations.
  
  
• Proactive mindset with interest in improving product adoption.

What we offer you:

😄 An awesome team

🏠 A permanent contract (that can be useful in life)

⚖️ Flexible working environment (2 days home office per week + up to 4 total weeks additional flexibility during the summer period and in December to work fully remotely)

💸 Competitive fixed salary and bonus

🍕 Lunch vouchers available for each working day (because yes, we like to try our best restaurants)

🌎 International teams and a multicultural environment spanning 10 offices across Europe

🤝Highly inclusive working environment

🤸‍♀️ Lifestyle benefits that can be used to reimburse expenses related to physical and leisure activities, family support, travel etc

🎓 Continuous learning and development programs

😌 Free access to the Calm app to help you build resilience wherever you are in your mental health journey

🐣Dedicated parental leave and caregiver leave policies (12 weeks fully paid)

⏳ A program dedicated to helping you have the best work/life balance

🏥 Health insurance fully covered by the company

👩‍🦽 Life & Disability Insurance at no cost to the employee

🍴 Amazing offices with dining, a coffee point on each floor, and leisure area

🎤 Team building events

All hiring happens through our careers site and official email. We do not text or ask for payment during the hiring process. Please report any suspicious messages immediately.

We believe that we are better together, and we welcome you for who you are. We endeavor to ensure that everyone - regardless of ability, age, socio-economic & cultural background, ethnicity, faith, gender, gender expression, gender identity, ideology, national origin, race, sexual orientation, marital status, or any characteristic protected under applicable law -has the opportunity to reach their full potential. At TheFork, we want you to bring us your unique perspectives and experiences, so we can collectively continue disrupting the restaurant industry and go from good to great.

TheFork is committed to a fair recruitment process. If you have special needs and require reasonable support during your application, interview, or participation in the selection process due to health conditions or disability, please direct your inquiries to [email protected]. Our HR team will review the request and respond accordingly.

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