Title: Customer Support Associate – UK Based
Location: Remote with occasional travel to Edinburgh/Glasgow for quarterly company meet-ups. We are looking for candidates based within the Edinburgh/Glasgow ‘commuter belt’ in Scotland.
Working Hours: 9am – 5pm
Salary: £25,000 - £28,000, depending on experience
Reporting to: Global Support Operations Manager

INTRODUCING HYBLE!

At hyble, we’re not your typical 9-to-5. If that’s what you are looking for, I’d recommend you stop reading now.
We’re a fast-growing marketing technology company serving customers in over 50 countries.
Just six years ago, we were a tight-knit team of 12 crammed into a tiny office in a start-up incubator. Fast forward to today, and we’ve transformed into a dynamic team of over 90 passionate individuals spanning three continents partnering with some of the world’s biggest alcoholic beverage brands.
Right now, we’re expanding rapidly into North America as a result of signing a transformational contract with the largest Wine and Spirits Distributor in the USA, who also happens to be the 11th biggest privately owned company in the US.

WHAT’S IT REALLY LIKE TO WORK HERE

Working with us is a long way from your average job – it’s a unique opportunity to collaborate with brilliant people and be part of what could be the most significant chapter of your professional life. It’s where you can realize your full potential, take responsibility and make a huge impact.

Here’s a glimpse of what it’s really like to be a part of hyble:

• Fast-Paced: Our growth is lightning-fast, and the to-do list is never-ending.
• Continuous Innovation: We’re constantly building and improving our product, systems, and processes. We’re never done.
• Starting from Scratch: We’re building supply chains, teams, processes, and systems from the ground up.
• Rapid Expansion: Our organization chart gets a makeover every 30 days as we add new people, teams, and capabilities.
• Resourceful: We’ve got the backing of big name investors but capital efficiency is in our DNA so we’re mindful of every dollar, euro, or pound spent.
• Global Reach: We work across multiple time zones so we’re often taking calls at odd hours to support our global teams.
• Versatility: We wear many hats and take on tasks that go way beyond our job descriptions.
• Dynamic Environment: We’re in the “messy middle” of the scaling journey so things can get a bit messy and chaotic at times.
• Rewarding: But above all, it’s incredibly rewarding, engaging, energetic, exciting, and a lot of fun.

WHO WE’RE LOOKING FOR:

We’re on the hunt for the unconventional folks, the non-conformists, the professional punks, and trailblazers. The rebels who are passionate about solving industry challenges. We’re seeking the 1% who are determined enough to join our adventure, individuals who will relish challenges, learn daily and are driven to build something extraordinary.

Most importantly, we’re looking for individuals who embody our values:

• “We’re a Team”
• “We’re Humble”
• “We’re Resilient”
• “Be Yourself”

OUR WORK ETHIC AT HYBLE

Our values drive our work ethic. We are looking for people who operate this way as a default setting.

• Commitment: We’re fully committed to our vision, goals and each other.
• Hands-On: We’re not afraid to get our hands dirty.
• Team-First: The team always comes before individual interests.
• Hard Work: We go above and beyond, because it matters to us.
• Responsible: We treat company resources like they’re our own.
• Progress, not perfection: We focus on progress and results, not perfection. We focus on making marginal gains every day and look for shortcuts along the way.
• Accountability: We make it ours and take ownership and responsibility.
• Ambitious: We go big or go home.
• Initiative: We try to see round corners; we spot opportunities, and we always find a way.
• Growth Mindset: We’re always learning, we’re never done.
• Challenge Convention: We challenge the mindset of “because we’ve always done this way”
• Empathy: We deeply care about our customers, suppliers, and employees.

If this resonates with you, then read on to discover more about the role you could play in our journey.

OUR PURPOSE

Our goal is to create a lasting positive impact by disrupting a traditional industry that’s operated the same way for over 50 years. It blows our minds that sales reps have to spend weeks creating something as simple as a poster. And we’re horrified by the amount of obsolete Point of Sale we see being sent to landfill. So, we’re on a mission to solve these issues once and for all.
Our technology platform “hyble” empowers sales reps in the beverage industry to create on-demand marketing materials that are both brand-compliant and tailored for the specific account. Combined with our enterprise services which enable the change management process and our cloud printing model that enables rapid turnaround print we have a game-changing solution that the market is screaming out for.
This innovative approach makes sales reps lives easier by allowing them to support more accounts in less time while also drastically reducing the production of generic marketing content that often ends up in landfill.

WHAT YOU’LL DO;

Our customer support representatives are the first point of contact for all customers, focused on delivering timely, accurate and professional customer service.
This position requires an empathetic, flexible problem-solver who is passionate about providing actionable solutions. You love working with people, building great relationships with customers and be enthusiastic about training new users.

This role would be ideal for someone with experience in a customer support team who wants to work in a growing business where you will have the autonomy, responsibility and opportunity to make a significant impact.

• Answer calls and support ticket requests from our Global customers
• Provide customers with assistance in using our software or receiving orders
• Independently identify and escalate urgent issues for resolution
• Help support and train users following launch with dedicated remote training sessions
• Support our Commercial team in proactive customer outreach or follow-up as required
• Monitoring incoming software reviews and respond to customers when required
• Identifying software bugs and opportunities for creating new functionality and communicating these to our engineering team
• Working with other internal teams to develop our training strategy and content to drive high platform engagement
• Test new software functionality before it is live to our customers
• Ad-hoc administrative support for the Customer Success and wider Operational department