L Customer Support Agent

Would you like to create the future of a product used by thousands of businesses and millions of consumers? Phorest Salon Software powers almost 10,000 hair and beauty salons in the UK, Ireland, Germany, Australia, Finland, USA, Canada, UAE and Netherlands and the platform processes 7 million appointments a month for hair and beauty consumers. Phorest is the number 1 salon software brand for premium independent salons in those markets and our next goal is to become a platform upon which other companies can build applications for premium salons.

Our system touches every point of the salon experience. We have the in-salon software desktop application, Phorest Go (the native staff application), online bookings website for salons, and custom native apps per salon. In a typical month, Phorest processes 3 million appointments and we send over 3 million SMS and 4 million emails. We process 200k online bookings per month and over 150 custom built white label native apps.

The Opportunity

Customer Support is critical within the company to ensure we have happy customers who stay with us, grow their business with us, and get value out of our products. We are growing fast and would like to add a new member to our team. You will join a group of highly motivated individuals, working to help us grow Phorest faster.

What you will do

• Take ownership of the investigation, diagnosis, and resolution of our client's technical and customer service-related questions. We own client communication from initial contact until resolution.

• Strive to be a product expert in all areas of the product. We pride ourselves on being able to understand each customer’s needs deeply. We believe in empathetic, transparent, and solution-focused support and communication.

• Advocate for, and be the voice of our clients internally. We engage with and work alongside different teams to provide product feedback and iterate on our processes. We regularly collaborate with different teams within Phorest, including our Marketing, E-commerce, and Mobile teams to ensure every decision made has our customers in mind.

• We help test new features, bug fixes, and improvements and provide direct feedback to the teams involved.

• Month 1:

  • Complete induction

  • Become familiar with the organization and the functions/departments

  • Begin to work in the role with help from managers and colleagues.

• Month 2-3:

  • Start building on the foundational basics learned in month 1 alongside your teammates

  • Set weekly goals with your manager to aid your early development within the role and to ensure you are building towards a target of 25+ tickets per day

  • Begin biweekly 1:1’s with your manager

• Month 3-6:

  • Partake in your 3-month review, this will also be an opportunity for you to contribute to your development plan for the next 3 months.

  • Months 4 through 6 will be based on the outcomes of your 3-month review

  • Continue your biweekly 1:1’s with your manager

• Month 6-12:

  • Partake in your 6-month review, the outcomes of which will impact the preceding months.

  • Building towards a target of 20+ calls per day.

The Specifics:

• Answer incoming Customer Support queries (approx 20+ per day)

• Resolving problems by phone, email support or remote connection

• Becoming a Product Expert on Phorest’s software

• Issue reporting, logging, and troubleshooting

• Escalating issues to internal teams where necessary

What we are looking for:

• 3+ Years remote Customer Support Experience in a SAAS (Software As A Service) Support Environment

• Experience troubleshooting and supporting Cloud Software

• Knowledge of Zendesk, Aircall, Slack

• Interest in technology and/or the Hair & Beauty Industry

• Exceptional problem-solving skills with a genuine passion for speaking to and supporting customers

• Strong ability to prioritise and manage competing priorities

• Excellent written and verbal communication skills - you need to take technical language and concepts and make them accessible to our customers

• Ability to think on your feet and context switch when needed

• Be thorough, detail-oriented, and self-motivated

• Ability to work independently, as well as collaboratively

• Commitment to continuous self-improvement and learning

Benefits

• Your wellbeing is important to us - we provide private healthcare, 2 Wellness Days, an employee assistance program and a free online GP service.

• As part of our Financial Wellbeing, we provide competitive Compensation, an Employee Share Purchase Scheme, Pension, Life Assurance, and Income Protection.

• We help you travel by providing a bike to work scheme as well as tax saver transport tickets.

• ‍♀️We support the women who work in Phorest by offering 2 weeks leave for Fertility Treatment, Pregnancy Loss and Menopause.

• We care for your family and provide Enhanced Maternity and Paternity Benefits.

• We grow our own timber! We provide a great learning environment and extensive development opportunities. We run development programs and provide access to many online resources including LinkedIn learning.

• Moving house? Phorest employees get 3 moving days.

• We don’t believe in formal dress codes. We prefer things casual.

Check out  nothingventured.rocks for our blog and Insights on building an evergreen company from the team here at Phorest.

Phorest is an equal opportunities employer and we value diversity at our company. Phorest does not discriminate on the basis of race, colour, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other category protected by law.

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to chat and see if you could be a great fit.