Customer Operations, WhatsApp Sales Coordinator

About Pluto E-Bikes

Pluto E-Bikes is a fast-growing electric bike rental company in the UK. We help delivery riders and commuters get on the road quickly with affordable e-bike rentals. We’re scaling fast and need a highly organised person to take ownership of daily customer communication and operations.

The Role

This role is not cold calling. All communication is written, mainly via WhatsApp and email, using ready scripts.

You will be responsible for:

1. New Leads (Top Priority)

• Immediately contact new website form submissions via WhatsApp
• Use provided scripts to:
  • Ask rental duration
  • Confirm location
  • Explain pricing and next steps
• Follow up with leads who say «I'll think about it»

Speed is critical — faster replies = more rentals.

2. Pre-Rental Checks

• Contact customers who submitted pre-rental forms
• Check documents (ID, proof of address, etc.)
• Follow up if anything is missing
• Confirm when they’re ready to sign

3. Existing Customers Support

• Reply to ongoing customer questions (WhatsApp/email)
• No technical calls — only written communication
• Escalate complex issues to the founders if needed

4. Payments & Follow-Ups

• Check renters with payment due dates
• Send polite reminders if payment hasn’t been made
• Track customers on repayment plans (e.g. stolen bikes)
• Follow up weekly or monthly depending on the case

5. Internal Communication

• Communicate in internal WhatsApp groups
• Flag:
  • Urgent customer issues
  • Missing payments
  • Operational tasks that need attention

What We’re Looking For

Must-have:

• Excellent written English (very important)
• Fast typing & clear communication
• Highly organised and reliable
• Comfortable working with WhatsApp, forms, Google Sheets
• Calm, polite, and professional tone with customers

Nice to have:

• Customer support / admin / operations experience
• Experience with delivery riders or subscription businesses

Working Hours

✅ Start with Part-Time

4 hours per day, 5 days a week (Example: 10:00—14:00 or 12:00—16:00 UK time)

Future option:

• Move to full-time (8 hours/day) once we hit ~15−20 rentals per week consistently

What Success Looks Like

• New leads contacted within minutes
• Fewer unanswered messages
• More renters moving from «interested» → «signed»
• Payments followed up consistently
• Founders no longer stuck in daily WhatsApp admin