Customer Support Hero


We are looking for a Customer Support Hero as part of the Customer Success team to provide efficient customer support to our customers.

Your typical day will include:

  • Taking ownership of the key performance metrics (e.g. customer satisfaction), improving the customer support processes and reporting to the team on the progress
  • Communicating with customers through various channels and responding promptly to their inquiries/requests
  • Acknowledging and clarifying customer's problems and being able to select and explain the best solution
  • Knowing our products inside and out so that you can answer questions
  • •dentifying bug issues accurately and communicating this with relevant teams (e.g. product and partners team)
  • Keeping records of customer interactions, comments and issues on customer support ticketing system (e.g. Happyfox)
  • Providing feedback on the recurring issues raised by customers and suggestions on product improvements

A person who will love this role will look like this:

  • Have great written and verbal communication skills and are able to maintain a friendly and engaging tone that reflects our brand
  • Love making things easier for customers and colleagues and are devoted to meeting the community’s needs – you are inquisitive about feedback and take initiative to propose improvements
  • Stay positive and thrive under pressure with a little bit of chaos
  • Able to maintain composure when customers are stressed or upset and have patience when handling customers
  • Stand by the old saying “Patience is a virtue” and seek to empower and educate customers when they get confused
  • Meticulous, organised and great at dealing with information from various sources
  • Comfortable being in a fast-paced and collaborative environment

Apply Here

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