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. 


    • 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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