Customer Support Specialist

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Customer Support Specialist:

As a Customer Support Specialist, you’ll be our front-line in supporting our customers. You’ll play a critical role in providing exceptional customer service and resolving inquiries. You will have the opportunity to learn about the ever-changing mobile app ecosystem and engage with executives and members of high-growth technology companies.

Please note:

This is a hybrid role and the applicant must be willing to work two days a week from our London office.

Base Salary: £40,000 - £50,000 per year + bonus (based on company performance)

What you will do:

Provide expert support to customers and internal sales team by responding to customer queries
in a timely and accurate manner
Identify customer needs and help customers use specific features
Act as a bridge between internal teams in sharing relevant customer feedback to help us improve
our platform
Monitor customer complaints and follow up with them to ensure their technical issues are
resolved
Create bug reports and manage their resolution with product and engineering teams
Report on key customer service metrics and identify noteworthy trends to Team Director

Skill set we would like to see:

At least 2 years of experience in a customer-facing role, preferably handling customer service,
care, or success
Passionate about providing the exceptional customer experience
Technical experience on initial troubleshooting front end bug/network issues
Excellent communication and problem-solving skills
Multi-tasking abilities
Patience when handling tough cases

Nice to have:

Familiarity with the mobile industry and, commercial/digital ecosystem
Experience with customer ticketing systems and/or customer engagement systems
Experience with customer training and development