Customer Support Specialist

Influencer marketing platform

  • Location : All London, Central London, East London
  • Salary : £20,000 - £25,000
  • Contract : Full Time
  • Nearest Station : Old Street
  • Application Closing Date : 31 January 2022
  • Placement : Graduate Job ( permanent )
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    • All London, Central London, East London
    • £20,000 - £25,000
    • Full Time
    • Old Street
    • 31 January 2022
    • Graduate Job ( permanent )

    Company Description

    Our client is an exciting web platform that makes it easier for brands to scale and automate word-of-mouth ambassador marketing, as well as allowing people to become an ambassador for their favourite brands in exchange for various perks. They currently work with 200 brands - and the list keeps growing!

    Job Description

    As a Customer Support Specialist, you will act as an expert on the company, providing ongoing value and support to their customers.

    Key responsibilities:

    • Ensure everyone (ambassadors and brands) have a great experience using the platform
    • Analyse, organise and communicate customer feedback to the product team
    • Be first-line support for brands (through live chat) and ambassadors (through the in-app messaging service)
    • Approve cash payments for ambassadors
    • Report issues and feature suggestions through JIRA
    • Build and maintain a world class knowledge base 
    • Manage the day to day operations for various key accounts
    • Help develop new materials – presentations, roll-out plans, and proposals – to facilitate high impact customer engagement
    • Participate in cross-functional initiatives designed to transform process and tools used by the Customer Success team

    The ideal candidate:

    • You are passionate about social media and technology, and love working in a fast-paced start-up environment
    • Ideally you will have at least 2 years of similar experience within a SaaS business or a proven track record of customer support
    • Basic knowledge of Intercom and JIRA is preferred
    • A quick learner and solutions-oriented
    • Excellent organisational and time management skills
    • You enjoy solving customers’ issues and are driven by turning a difficult customer into a happy customer
    • You have the ability to explain technical concepts in an easy to understand manner
    • You are a team player who takes pride in your work and goes the extra mile to ensure the job is done right
    • Problem solver and results driven, you can quickly think on your feet
    • You're ambitious, driven & tenacious; they’re looking for someone who can both grow the role and their career at the same time

    They know that diversity makes for the best problem-solving and creative thinking. They are dedicated to adding new perspectives to the team and encourage everyone to apply if your experience is close to what they are looking for. 

    Perks:

    • Incredible working environment - they work hard, play hard and take pride in their business!
    • Free lunch - seriously! When they're in the office, they provide lunch from some of the best lunch joints in London
    • Personal development - they want to back you and invest in you
    • Access to in-house kitchen with a fridge full of drinks, food and office drinks every Friday (when in the office) 
    • Lots of fun team socials (Escape Rooms, Flight Club etc.) plus a company trip once a year 
    • Buzzing and supportive remote working environment where needed 
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