Customer Support Lead - ContentCal (SaaS Start-up)
Kandidate, United Kingdom
Job Description
We are looking for awesome people to join our awesome team
Job title: Customer Support Lead
Location: This is a remote role that you can also carry out from your favourite part of London! Rather than a set office, you’ll be given a pass to use Regus Spaces, meeting up with your colleagues as needed
Working hours: 9am - 5pm 3 days per week and 12pm - 8pm 2 days per week to assist our US clients.
About us
ContentCal is an easy to use, all in one marketing platform for planning, creating and publishing content. Our incredible features include in-built analytics, community management and collaborative workspaces! In fact, the only thing better than our platform is our team and our customers.
We are a creative, fun, driven and an ambitious bunch on the hunt for like-minded people. You’ll be joining the business at a super exciting time, as we’ve just secured $6.2 million in Series-A VC backed funding and are about to put it to excellent use.
Our talented team aren’t just great at what they do - they are also great people to be around and collaborate with. As well as working remotely, we regularly meet up in Regus Spaces to connect, align, share ideas - and hang out over drinks. We don’t believe in siloed working and make every effort to encourage open communication in a mindful environment. All members of the ContentCal team are encouraged to have ideas and given the opportunity to share them at a senior level.
Our vision is to become the number one content marketing platform for SMEs, and our company values to lift each other up, get curious, make it simple, keep moving forwards and stay human, keep us on track.
With over 2,000 customers globally, ContentCal is chosen by leading brands for our innovative and evolving platform developments, our events and resources and our people-focused team.
About you
As a customer-centric business, we look for people with a genuine desire to delight our customers. Being solution-oriented with natural problem-solving skills are also essential requirements for this role.
To keep up with the pace of a fast-growing start-up, our team members need to be smart, resourceful and brimming with people skills to help support colleagues as well as customers. You’ll need to love the idea of helping to continually improve the ContentCal user experience, by being a link between our customers and our product team.
This is an incredible opportunity to play an instrumental role in growing and defining our customer service function, thinking outside of the box, coming up with new ideas for improvements and always being ready to go the extra mile - while working closely with our amazing Head of Customer Service.
About the role
This critical role requires an enthusiastic customer service professional to engage, onboard, and service our existing customers in the UK and US market. You’ll use your excellent and timely communication skills to support customers via live chat and video calls, building strong relationships along the way. Reporting to our Head of Customer Service, you’ll be accountable for meeting key performance criteria and managing vital aspects of our customer service program.
Responsibilities
- Deliver excellent service to customers, building and maintaining relationships over live chat, social media, and video calls
- Become the customer’s point of contact for issues and take responsibility for driving resolutions; working closely with our Product and Engineering teams
- Proactively identify trends and opportunities from your customer interactions to improve ContentCal product offerings
- Work closely with the Head of CS to build and document processes and train the team as the customer service function expands
- Take a data orientated approach to support process improvements, by tracking and collating customer interaction statistics and analysing the results to identify areas for improvement
Requirements
Skills and attributes we consider essential for this role include:
- 2+ years of customer service experience, preferably B2B (you may be stepping up from a customer success executive position to a team lead/managerial position)
- Some knowledge of social media platforms and the promotional purpose they serve for businesses
- Experience in delivering virtual customer care via live chat, email, and video calls - and the ability to prioritize
- Excellent communication skills, fluent in spoken and written English to a native standard
Skills, attributes and experience that would be nice to have:
- Experience working in a fast-paced tech start-up or scale-up, preferably SaaS
- Exp