INDUSTRY-LEADING SOFTWARE COMPANY

We’re looking for a proactive and empathetic Customer Support Agent to join our team. You’ll be on the front line helping our customers get the most out of our evolving software - guiding them, solving issues, and building relationships that fuel loyalty.

ABOUT US:

We are the UK’s market leaders in providing software (SaaS) to Field Service Companies / Trade Companies and are developing cutting-edge software that is very dynamic and highly customisable to meet the demands of our customers.
Our software provides customers with a smooth, simple, and straightforward digital experience for scheduling, legal certificates, service reminders, quotes, invoices, estimates and more.
You will play a pivotal role in the company by being its face to the public and the voice of the customer internally, collaborating with key teams to turn feedback into product improvements.

YOUR SKILLS AND EXPERIENCE:

• Exceptional Communication: The ability to listen with empathy and explain complex technical solutions in a clear, simple manner.
• Strong Technical and Problem-Solving Skills: Experience troubleshooting software issues, with a knack for quickly diagnosing root causes.
• Proven Customer-Facing Experience: A background in a customer support or technical service role with a genuine desire to help users succeed.
• Rapid Learning Ability: The capacity to quickly master a constantly evolving product and its new features.
• Excellent Time Management and Collaboration: The skill to manage multiple customer inquiries efficiently while working effectively with internal teams like product and sales.

ROLE OVERVIEW:

Your primary responsibility is to ensure customers have a positive and effective experience. This involves expertly troubleshooting technical issues, responding to inquiries in a timely manner, and proactively guiding users to achieve their goals with our software. You will be on the front lines, managing everything from new user onboarding to complex technical and billing questions.
Beyond direct support, you will play a crucial strategic role. By identifying and tracking recurring issues, you will provide invaluable feedback to our product, marketing, and engineering departments. Your insights will help drive product improvements, enhance documentation in our knowledge base, and contribute to a more seamless overall customer experience.
Success in this position requires a blend of strong technical aptitude, empathetic communication, and sharp problem-solving skills. You are expected to be a quick learner who can take ownership of customer issues, manage your time effectively, and collaborate seamlessly with the wider team to ensure every customer feels understood and fully supported.

WHAT YOU’LL BE DOING:

• Respond to Customer Inquiries: Address and resolve customer questions and issues received through email, live chat, phone, and social media.
• Troubleshoot Technical Problems: Diagnose and solve technical issues for customers, guide them through solutions, and escalate complex problems to the engineering team when necessary.
• Onboard and Guide Users: Assist new customers with setup and onboarding, and provide guidance on product features and best practices.
• Manage Customer Accounts: Handle account-related tasks such as subscription management, billing questions, user access, and configuration.
• Track and Investigate Issues: Identify and analyse repetitive customer questions to find root causes and recommend improvements to the product or user documentation.
• Create Support Documentation: Write and update FAQs, knowledge base articles, and user guides to help customers solve problems on their own.
• Build Customer Relationships: Foster positive and loyal relationships with customers by providing empathetic and effective support.
• Collaborate Internally: Work closely with sales, product, marketing, and customer success teams to share customer feedback and contribute to a cohesive experience.
• Identify and Escalate Urgent Issues: Recognise and flag critical or widespread problems for immediate attention to minimise impact on customers.

WHAT SUCCESS LOOKS LIKE IN THIS ROLE:

• Achieve Excellent Performance Metrics: You consistently meet or exceed targets for key metrics such as First Response Time, First Contact Resolution, and Customer Effort Score, demonstrating efficiency and effectiveness in your role.
• Become a Trusted Customer Advocate: You are recognised by customers for providing clear, empathetic, and complete solutions. This is reflected in a low Ticket Reopen Rate and positive feedback, showing that customers feel heard and valued.
• Drive Proactive Improvements: You move beyond reactive support by identifying trends in customer issues. You actively contribute to the knowledge base and provide valuable feedback that leads to tangible product improvements and increased self-service usage.
• Master the Product and Processes: You develop a deep understanding of the software and internal procedures, allowing you to resolve issues independently and take full ownership of the customer experience from start to finish.
• Be a Key Internal Collaborator: You are seen as the voice of the customer by other departments. Your insights are sought after by product, sales, and marketing teams to help improve the overall customer journey and business goals

ROLE DETAILS:

• Hybrid working: 3 days in the office, 2 days from home.
• Office Location: 2 minutes walk from Sevenoaks train station.
• (30 minutes by train from London Bridge, Charing Cross, and Waterloo).
• Culture: Great Team Vibe - We Get Stuff Done.
• Pedigree: Serial Entrepreneurial Founding Team.