Customer Success Agent

About us

IB Boost builds modern automation tools for data integration, business intelligence, Robotic Process Automation and testing automation for enterprises and government, from standalone products to fully managed SaaS-style platforms in the cloud. We have our own software tool suites that are leaders in their niches and are gathering traction in broader markets, so we're looking for motivated, technology-oriented people to help us grow.

What we're looking for

As our Customer Success Agent, you may find yourself:

• Providing support for existing and new clients, helping them to onboard as well as maximising their continued use of the software and systems we maintain

• Troubleshooting any issues clients might encounter

• Responding promptly to client queries through various channels (eg, ticketing systems and email) to ensure timely and effective issue resolution

• Tracking Service Level Agreements (SLAs) and ensuring compliance with response and resolution times

• Gathering client feedback and communicating it to internal teams to improve our products and services

• Raising and documenting change requests with clear details of required updates or improvements

• Creating and maintaining customer support resources, such as help guides and FAQ documentation

However, this list is far from exhaustive. We're a small company with lofty ambitions so we need people in these roles to be flexible, reactive and ready to get their hands dirty and jump into various activities!

Skills and Experience

Previous experience in a customer-facing tech role is a must!

Alongside that, you will be most suited for this role if you have the following skills and experience:

• Strong communication and interpersonal skills, with the ability to build relationships with clients

• A problem-solving mindset and proactive approach to client challenges

• A keen interest in technology and a desire to learn about our software solutions

• A good team player with a self-motivated, proactive approach to work

• Strong organisational skills with attention to detail

Schedule

We offer flexible and family-friendly hours where possible. This role could be Full time or part time (20h/w minimum). The only mandatory bits are that (1) you must be able to work Fridays and (2) you must be able to be on-call to triage support queries/issues on weekends. We are happy to cater the format of the role around the right candidate as long as these conditions can be met!

What can we offer you?

COVID drove us from remote-friendly to fully-remote and we currently do not have a physical office. There may be occasional London-based team meetings.

We offer a competitive salary based on experience, plus a company pension, healthcare scheme (with access to free/discounted health and wellbeing memberships), and discretionary bonuses. We'll provide you with the technology you need to do your job, and we have regular social events so you can socialise with your colleagues in person (if desired).

If you enjoy a bit of Slack banter, tinkering with software, arguing about the appropriateness of pineapple on pizza, can tolerate egg-based memes, and generally want to automate the heck out of everything then we're probably for you. If you join our team, you'll get to work with a close-knit team of amazing people who are passionate about technology. You'll learn lots and you'll have a good laugh in the process.

Please note: You must be resident and have the right to work in the UK to be considered for this position. Due to our work with government clients, candidates must be able to pass UK Security Clearance.