Platform Success Executive

at  YunoJuno

ABOUT US:

YunoJuno powers The Future of Work. What started as a platform to connect the best freelancers with forward-thinking companies has now redefined how businesses source and manage their entire contingent workforce. Whether it’s building a new department at a creative startup or building an enterprise solution for the world’s largest communications network, we use technology to power the freelance revolution.

REQUIREMENTS:

• Prior experience in customer support/customer service is key.
• The standard hours of work are; 9am - 5:30pm / 8:30am - 5pm. However, due to the nature of the role you may be required on occasion to support our US clients in working some alternative hours, which may include 11am - 7:30pm.
• Desirable experience with using intercom or Zendesk.
• Proven experience managing customer queries via different platforms and channels.
• Proven track record to adhere to SLAs.
• A great communicator, with excellent writing skills.
• Desirable but not essential experience dealing with compliance queries and working closely with compliance teams in the Human Resources industry; such as right to work, IR35 or worker classification.
• Friendly, and passionate about helping people and problem solving.
• Quick learner, who’s interested in learning more about the digital landscape.
• Someone who’s tech savvy, able to work with backend system, and assist the community with technical problems.

As an experienced Platform Success Executive, you play a critical role within YunoJuno as you will be the first point of contact for any queries from our UK and US customers. You’ll have an energetic, can-do attitude and be comfortable with the following responsibilities:

• Managing platform customer support and compliance queries for clients and freelancers through “Intercom” via email or live chat.
• Adhere to our response time and CSAT (Customer Satisfaction) SLA’s (Service Level Agreements) to ensure a high standard of customer service.
• Helping to improve the product, by communicating user experiences/suggestions to the product team.
• Troubleshooting and providing technical support to users with product and service issues.
• Following up complex customer enquiries to confirm resolution.
• Escalating inquiries to the appropriate team, when necessary.
• Assisting with onboarding, off-boarding and supporting freelancers for our key accounts.