Support Team Member

Support Team Member

Job description

Citrus-Lime is an exciting high growth tech business providing a Cloud-based POS system to small and mid-sized retailers. We compete and win against large tech giants. We are profitable and growing fast.

Our customers are retailers in the outdoor sector, from Cycle through to Equestrian. We’ve revolutionised the way the UK cycle retail works, and helped small companies compete and beat larger businesses. We are now at the early stages of internationalisation but have already secured a solid customer base in Ireland, Europe and the USA. We even have some customers in Australia. It’s certainly an exciting time to join the team!

We are looking for a Customer Service Team Member to join the Support Team, providing support to our customers. This is a mix of providing guidance if they are not sure how to do something, troubleshooting and more in-depth problem-solving. You will work closely with various teams in the company, from Design to Development, finding solutions and ensuring a high-level of customer service throughout.

Customers get in touch on the phone and over live chat, so excellent communication skills are essential. Logical thinking, a curious nature, excellent organisation, flexible attitude and a positive, determined attitude will serve you well in this role.

What’s in it for you?

• Full time position based in Ulverston.
• 31 days holiday, including bank holidays and time off at Christmas.
• Private company healthcare, including dental.
• Competitive salary - Starting salary is £30,000 to £35,000. Dependent on experience.
• Rapid salary progression for those who demonstrate hard work and ability.
• Work alongside passionate and experienced people.
• A meritocratic environment that demonstrably rewards results.

Key Responsibilities:

• Provide first class service to existing retail customers.
• Analyse problems and issues, seeking resolution and keeping customer informed throughout.
• Effectively escalate support cases to the internal development team when required.

Desirable Skills and experience:

• 1 - 2 years of customer service experience.
• A sound grasp of ICT skills such as using MS Office.
• Strong verbal and written communication skills.
• Excellent organisation and time-management.
• Upbeat and friendly attitude.
• Able to be able pick-up new systems with ease.

If this sounds like the role for you, we'd love to hear from you. Please send your CV and accompanying cover letter to talent@citruslime.com.

A career change can be daunting, but our amazing existing Support Team members took the leap, here is what they have to say:

Joining the Support Team at Citrus-Lime was a real change of direction for me - I was a primary school teacher, and before that an Editor for a publishing company. I had never worked in customer support in the past, but the team at Citrus-Lime had faith in me and helped me to grow into the role. I have been able to use lots of my existing skills, such as training, and develop plenty of new ones. It is exciting to work for a company where the product is always improving and changing, as it challenges you to keep building on your own knowledge.

With a background in Primary School Education and then Wedding Planning, applying for the job at Citrus-Lime was a big leap for me! My technical knowledge was very much limited to Excel Spreadsheets, but with the support and guidance of the team, I have already gained a wealth of knowledge and continue to challenge myself each day.

I previously worked as a General Manager of a Hotel, so joining the Citrus-Lime Team was something completely new for me. Having no technical background, except for MS Office, I was a little apprehensive that I may not be suitable for the role. But with the guidance of the team, I have gained knowledge and the tools to succeed within my role. Citrus-Lime endorse hard-work and commitment, both of which I have a great deal of. I look forward to my future with Citrus-Lime and the opportunities along the way.