Customer Support Specialist - UK
Tradify Limited, United Kingdom
Job Description
Headquartered in Auckland, New Zealand, Tradify is a global provider of job management software for trade businesses. We’re helping more than 18,000 tradespeople around the world do way better things thanks to time saved with Tradify. Highly rated on review sites and app stores, we’re beating our own growth records every month. We’re proud to be working on innovative ways to help trade businesses succeed each and every day.
With a rapidly growing customer base, Customer Support is at the heart of what we do, and we’re doing a pretty great job so far. We’re proud to be working on great and innovative ways to help Tradies succeed each and every day, but we want to do more and to help with our growth, we're looking for an energetic, support focused champion to join our UK office based in Spitalfields, London.
As the first point of contact for existing customers you are an integral part of our team. You'll help them with their problems, get to know them, be friendly, patient, honest and you'll get lots of great feedback from happy customers whose lives you've made better.
If you have a passion for customer support, technology and taking on the world then read on.
In a typical day, you will:
- Provide setup assistance and answer inbound support queries via helpdesk, email and phone to paid customers.
- Work closely alongside our UK sales team and provide support assistance when required to help our trialists get over the line, and provide technical assistance to our Customer Success team to help onboard new customers.
- Assist our development team in finding bugs and other product related issues.
- Have flexibility to participate in weekly company team meetings with New Zealand HQ (evenings), amp; availability for early morning or late evening calls with the extended support team amp; support manager as required.
- Work collaboratively to decrease churn and come up with new initiatives to help our existing customers succeed and grow.
- Supporting our product and marketing teams with valuable customer insights.
- Keeping us informed of our key customer metrics by updating our customer metrics when required.
- Help improve our support function through the creation of content including FAQs, How to Guides and Videos on our Knowledge Base.
Requirements
Your going to love this job if you:
- Have previous experience in a SaaS support role
- Can work and thrive in a fast paced environment.
- Are highly organised and can juggle many different tasks at once.
- Diagnose, troubleshoot, are common words to describe what you love to do.
- Believe tradies do important work and want to be part of an environment that works relentlessly to ensure we make their lives better.
- Thrive in a great team environment where everyone is friendly, smart, and driven.
Skills and Expertise
- If you're going to win in this role you'll need to be a strong written and oral communicator, have a relevant qualification and a couple of years experience up your sleeve.
- Bonus points if that experience is in a similar role within another startup and if you have some experience within Zendesk, Freshdesk, Intercom or similar.
- Extra bonus points if you have an understanding of business administration, using Xero, MYOB, Quickbooks etc.
- 1-2 years exposure in a technical support environment (or able to tangibly show us how epic you are even without it), and even better if you have relevant experience in an industry such as software, telecommunications, e-commerce, or any other cloud applications.
- Are highly empathetic, patient, resilient and find that you can relate to people from all walks of life.
- Above all you must be excited about becoming a world class SaaS customer success extraordinaire and doing whatever it takes to own this role for a global SaaS business doing cool stuff.
Benefits
We’re a team of nearly 50 friendly amp; diverse people who work and play hard, but we’re growing rapidly, and this role is going to grow too. You’ll report to our Head of Support based in Auckland, New Zealand, but also be closely working with our Sales, marketing and customer teams already based in London. Beyond that you’ll be working across a flat team where everyone shares the same purpose and pitches in as needed.
For the right candidate, we offer competitive remuneration, a great office space on the edge of Shoreditch, (close to great restaurants and transport) a mac and other tools you need, plus a fun working-environment with monthly team lunches.
Interested? Get in touch.