About the job

At Slick, a DaySmart company, we've built a smart booking platform and digital business partner for salons and barbers that is revolutionising how industry professionals interact with technology to improve their workflow and enhance their customers’ experience.

Today, 65% of salons still use pen & paper to run their business and only 10% of bookings are made online. Compare that to how you book taxis, hotels & restaurants! The beauty sector has yet to be transformed by technology and it is our mission to change that.

We have an exciting opportunity to join our growing Customer Experience team supporting our Slick platform as a Customer Support Specialist. This is not a scripted support role.

We’re looking for someone who enjoys problem solving, investigating issues and understanding how software behaves under the hood. You’ll spend your day helping customers via Live Chat, WhatsApp and phone support, while also digging into bugs, reproducing issues and working closely with Product and Engineering to improve the platform.

The ideal person is calm under pressure, technically curious and genuinely enjoys figuring things out.

This is a hybrid, UK-based position — you'll be in our Central London office on Wednesdays and Thursdays and remote the rest of the week.

Responsibilities Include

Inbound Queries

• Respond to all Product queries from our customers via Live Chat in a timely manner.
• Escalate requests to Account managers for training and assisted support for key feature activation. AM’s focus on upselling revenue driving features and our in-store card readers.
• Escalate any bugs or issues to the Senior support and Product Management team and relay updates as required to the affected customers using the correct channels and methods. Investigation here is key - get involved and try to get to the bottom of it but the support of escalation is always there.
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Feedback

• Collate all feedback and product suggestions from customers by truly understanding their needs and requirements and share in the relevant channels.
• Work with the wider Customer Support and Product team on prioritising issues and feedback to deliver a great customer experience.
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Customer Experience

• Remain calm and collected under pressure to ensure the customer has the best experience.
• Prioritise tasks based on customer needs and ensure good communication for all levels of priority communications.
• Share the team's goals to achieve exceptional Intercom Customer Experience metrics: time to close, response times, CS score etc to inform company strategy & priorities.
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What We Are Looking For

• Experience in a Customer facing / support role with SAAS experience is a big benefit!
• Experience with Intercom / Slack is beneficial.
• Highly organised with an ability to switch quickly between tasks and problems.
• Good attention to detail.
• Desire to go the extra mile when helping both your customers and your team.
• Ability to deliver results month in month out!
• We all go above and beyond what's asked for our customers. We are onto something big! We are passionate. We need passionate people that want to roll up their sleeves and help us change the way an industry works.