Customer Support

Working Hours: Full time/Permanent 9am to 5:30pm. Bank holiday work may be required to cover global support operations. Hybrid working available.

We are looking for a customer support superstar who is passionate about problem solving and providing the best possible experience to our global customer base.

In this role, you will be responsible for working directly with customers and colleagues through a multitude of channels such as phone, email, and live chat. You will strive to deliver a helpful and human support experience through creative problem-solving, a consultative approach and a strong knowledge of our products. Teamwork is essential to our culture, so it is vital you are committed to helping build a world class business.

A little about the role, you will:

• Be part of our core customer facing support team serving a worldwide customer base.
• Develop a strong understanding of our products, enabling our customers to achieve success without any technical barriers.
• Partner with customers to resolve issues efficiently and effectively through phone, live chat, and email communications, adapting your approach to suit customer requirements.
• Collaborate cross-functionally with our product and development teams to identify and diagnose issues to fix and improve the product experience for our customers.
• Communicate thoughtful, empathetic, and complete resolutions tailored to each customer, whilst documenting common resolutions to enhance knowledge within the wider business.
• Serve as a role model and trusted advisor on the team, showcasing ownership of issues and an exceptional customer experience.
• Understand that as a fast-paced business, the needs and requirements may need to be adapted as the business grows.

A little about you:

• Excellent customer service skills
• Find creative problem-solving fulfilling & challenging
• Are self-motivated, always curious, and consistently eager to learn
• Thrive in a dynamic and collaborative environment and are comfortable with ambiguity
• Can take ownership of challenging scenarios and bring them to resolution
• Have a clear, professional, and informative communication style
• Are keen to take their career to the next level and constantly develop themselves

A bonus if you:

• Have worked in B2B SaaS before, especially in the sales and marketing industries
• Have a working technical knowledge of HTML, Java Script, and CSS
• Have used customer support tools such as Zendesk, Jira or Freshdesk

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