Customer Success Executive
Company Description
Referoo is a leading reference and background checking Saas solution that simplifies the employment verification process by offering a centralized platform for all your hiring needs. From conducting reference checks to comprehensive background and ID verifications, Referoo empowers businesses to streamline hiring by integrating seamlessly into existing HR and ATS platforms. The platform enhances candidate experience with a simple, unified process while ensuring compliance with industry and local regulations. Trusted by thousands of businesses globally, Referoo helps organizations reduce time-to-hire, safeguard data integrity, and make informed hiring decisions efficiently.
Role Description
This is a rare chance to own the support function for an entire region. You'll be the go-to person for Referoo's UK clients, handling everything from day-to-day support queries through our support platform and lead onboarding and implementation of all new accounts.
You'll work closely with the UK Customer Success Manager to ensure client success across our ~100 UK accounts. The role suits someone who thrives working autonomously, takes initiative, and is confident making decisions without a large local team around them.
Key Responsibilities
- Provide high-quality support to UK clients via email, chat, and occasional screenshare, ensuring timely and effective issue resolution.
- Lead onboarding and implementation processes for new and expanding clients, ensuring a smooth transition onto the Referoo platform.
- Support enterprise clients with advanced troubleshooting, account configuration, and best-practice guidance.
- Partner closely with the UK Customer Success Manager to drive client satisfaction, retention, and overall success across the UK portfolio.
- Gather, analyse, and act on client feedback to surface product insights and flag recurring issues to the wider team.
- Collaborate with the global Support, Tech, Product, and Sales teams, bridging the UK time zone and ensuring nothing falls through the cracks.
- Contribute to support documentation, FAQs, and training materials that empower clients and reduce ticket volume.
- Identify opportunities to improve support workflows and proactively contribute to operational efficiency projects.