UK Customer Advisor

at  Famly

We are looking for a Customer Advisor to join our UK team, to make sure that our customers get exceptional help and sound advice when they get in touch with Famly. As a Customer Advisor, you will be responsible for providing expert guidance to nursery managers and staff, identifying upsell opportunities, and maintaining long-term customer loyalty. You will play a key role in ensuring customer satisfaction and revenue growth.
You’ll be working closely with 8 other teammates who support markets in Denmark, Norway, and the UK. Together, you’ll make sure that all customers have a first-class experience when contacting Famly. You’ll also be working closely with our Onboarding Specialists, who help our customers get started using Famly, as well as our Key Account Managers, who handle the accounts of the larger organisations using Famly.

WHAT YOU’LL BE DOING:

• Answer customer inquiries from English-speaking customers via chat, email and over the phone
• Troubleshoot technical issues and report bugs experienced by our customers
• Share feature requests and customer feedback with our product team, to improve our app and enhance the customer experience
• Offer expert guidance to help customers optimise their usage of Famly
• Identify and pursue upsell opportunities
• Collaborate with sales and marketing teams to create upsell strategies
• Reach out to at-risk customers and offer training to ensure satisfaction and retention

YOU’LL THRIVE IN THIS ROLE IF YOU:

• are a native-level English speaker
• have at least 1-2 years of experience with Customer Service, Customer Success or Sales
• are chatty and calm on the phone, and can keep an informal tone
• are quick at coming up with new solutions and different ways of explaining your answers
• are tech savvy and comfortable learning new technology. Maybe you already use Slack or Intercom?
• are service-minded, patient, and truly interested in providing a great customer experience
• are a team player, proactive, and good at prioritising work tasks
• have experience with upselling and preventing churn