Junior Client Support Associate

&Open’s Client Support team is growing! From customer support and platform setup to launch and maintenance (and all the little details in between), we ensure that desired goals are achieved and clients are happy. 

What we love most: providing amazing service that both customers and &Open teams trust. This is only made possible through constant collaboration and communication across all stakeholders both within &Open and across our customers. 

We are looking for a Junior Associate to join us to help us respond to customer inquiries and execute on campaigns. This is a highly collaborative role with a focus on customer service as well as supporting our Account Managers with all aspects of the gifting process. The right person for this role will be passionate about the &Open business model - a love of gifting and is excited by the opportunity to shape and grow in a high growth start up.  

This role is based in our Dublin office or US-Remote with some flexibility required around working hours to support our global clients. 

• Manage customer support cases from a queue. You will adhere to established case management SLAs, triage cases to appropriate teams, and track all case details within the ticketing system.

• Provide general support. If there are specific client asks or problems, you’ll provide overarching support to get them resolved across accounts. 

• Work Cross functionally. This role works closely with logistics, engineering and our buying teams to ensure gifts are delivered on time and on budget to the end recipients.  

• Problem solve. Assess, answer and solve queries for our clients and our CS team.  

• Communicate Effectively. You will be an excellent communicator. 

• Set up and manage. Set up client campaigns and be a resource for ongoing platform usage and management.

• Liaise. Work with other teams to ensure all client details are correct and up to date. 

• Fix things. Proactively ensure ongoing operations of platforms allows room for client requests. Identify errors and work with Engineering to have them resolved.  

• Resolve delivery issues. Manage delivery issues, communicating with the Logistics Team to quickly resolve them. 

• Monitor success. Look after client Happiness Checks, monitoring and recording wins as well as learning opportunities. 

• 1-2 years experience in Customer Support in a tech or ecommerce/retail, buying and merchandising field 

• A passion for data, process and making things better.  

• Excellent communication skills  

• Ability to manage multiple projects at once and work to tight deadlines 

• Ability to work collaboratively, driving positive, cross-functional solutions 

• Strategic thought; the ability to think beyond immediate needs, assessing what will drive long-term success for our clients and &Open 

• Self-starter who is comfortable working autonomously - seeing and pursuing opportunities independently without direct guidance. 

• Competitive Salary

• Hybrid Working Model

• Company Pension

• Healthcare cover

• 25 days Annual Leave + 2 Company Days 

• Maternity and Paternity Paid Leave

• Exciting experience in a fast-paced start-up environment

• Employee Stock Options Plan