Customer Support Specialist

As a Customer Support Specialist, you will be responsible for ensuring that customer queries, problems and complaints are responded to in a high-quality and timely manner, contributing to customer retention, advocacy and expansion.What you’ll be doing:

• Engaging effectively with both new and long-standing customers across live chat, email, phone, and video channels, including participation in webinars and virtual training sessions as needed. 
• Taking ownership of customer issues from initial contact to resolution, ensuring a successful customer journey.
• Reaching out to current customers via phone or video call to address questions, offering product insights, and suggesting ways to enhance their service.
• Once trained, you will participate in webinars and virtual sessions to assist customers in getting the most out of the platform.
• Contacting lapsed customers via phone or video to gather feedback, understand reasons for cancellation, and identify reactivation opportunities.
• Document product improvements and issues, communicate with the development team, and keep customers updated on relevant progress.
• Analysing customer feedback and complaints to enhance the overall user experience. 

You’ll thrive in this role if you:

• Have a natural knack for building rapport and trust with customers, stakeholders, and colleagues - fast.
• Foster a genuine passion for engaging with customers every day, helping them succeed, and showing off the real value of our product.
• Harbour a love of technology and curiosity about how things work.
• Possess the drive, enthusiasm, and a hunger to keep learning and growing.  

What we're looking for:

• 6 months to 1 year of experience in a customer-facing role, such as support, retail, or hospitality, where assisting customers and resolving issues was a key focus.
• Exceptional written and verbal communication; confidence in phone interactions, clear writing, and quick typing skills to explain complex topics simply and concisely.
• Ability to connect confidently with customers over video for webinars, virtual sessions, and one-on-one calls, as well as over the phone.
• Skilled at building trust and rapport with customers to maintain open communication and strong relationships.
• Interest in learning about new technologies and products, with a curiosity about how things work.
• Excellent time management and organisational abilities to balance a varied, fast-paced workload effectively.
• Ability to quickly build rapport with customers, team members, and stakeholders.
• Enthusiasm for continuous learning and self-improvement to enhance skills and performance in the role. 

What’s in it for you?

• Salary £27k + bonus structure
• Hybrid flexible working 
• 34 days holiday (inc. BH's with a length of service increase to 41) & options to buy and sell
• Discretionary bonus
• Private healthcare 
• Paid lunch break 
• Enhanced family-friendly benefits
• £500 per year to spend on learning and development 
• Eye health support
• Paid time off for volunteering
• Fortnightly work events, monthly department lunches, bi-annual company events

And if this wasn’t enough, we have plenty more, less exciting, but equally useful benefits! This is a hybrid role with 1-2 days a week spent in our open-plan office in the centre of historic York and the flexibility of working in your own home.