Customer Support Associate

London, London Bloom and Wild

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Hi, we're Bloom & Wild. We don't just send flowers. We help our customers to care wildly. Caring wildly is celebrating the little things we all do for each other every day. Not just the big occasions. It's being there for the highs. Stepping up for the lows.

We care wildly about people and our planet. Which is why we're so proud to be a certified B Corp – committed to making long-term positive change for our community, and the world around us.

Founded in 2013, our mission back then was to make sending and receiving flowers the joy that it should be, by harnessing technology, brand and letterbox delivery. We announced £75 million Series D funding in 2021 and that same year acquired bloomon in The Netherlands and Bergamotte in France. Together, we've fulfilled and delivered over 20 million orders (and counting), making us the largest direct to consumer flower business in Europe.

Now home to a family of 3 beautiful brands, we're driven by our vision to create the destination for making life a little more thoughtful and beautiful. And we won't stop at flowers and plants. Starting with the Bloom & Wild brand, we're expanding our gifting offering to other categories like cakes, candles and cocktails. This is all part of our ambition to build Europe's #1 direct to consumer gifting destination.

Customer Delight Team @ Bloom & Wild Group

With the same care we are watering our flowers and arranging our beautiful bouquets, we are looking after our customers and helping them out.

  • Do you love to be in contact with people, take problems seriously, and strive for solutions?
  • Do you have a friendly personality and like to make people happy?
  • Are you proactive and like to work in a dynamic environment?

Join our Customer Delight Team as a Customer Delight Associate and bring joy to customers' days with every interaction

In this role, you'll focus on supporting both our bloomon and Bloom & Wild brands (can be London or Amsterdam based), delivering exceptional service that leaves a lasting impression. As a part of both the Dutch and UK teams you'll handle requests from both Dutch-speaking and English-speaking customers, requiring flexibility and adaptability to meet diverse needs. In this role, you will be responsible for our Dutch and British customers via email, whatsapp and phone. From time to time we will also ask you to jump into our German email queues (you can answer in English or Dutch, we are working with a great translation tool).

You will also be responsible for coordinating Dutch deliveries in the Netherlands and you will be in contact with logistics partners to provide our customers with up-to-date information. It is essential that you can think in a solution-oriented way and are able to act independently. For this position, it is also a must that you are empathetic and can put yourself in our customers' shoes. You will carry out varied work and be given a lot of responsibility straight away.

We are a hybrid team working across the UK, Netherlands and Germany and take time to regularly connect remotely and in person.

Please note that this role requires fluent German language skills.

  • What you'll be doing:

  • A typical day sees you actively engaging with customers through various channels in Zendesk, working to resolve their issues, communicating with colleagues on Slack for support, and completing associated admin duties

  • You'll also spend part of your week attending company and team meetings, sharing feedback with colleagues, and spending time with your manager evaluating your performance and working on growth opportunities within your role
  • Working hours for this role will be with shifts between 08:00 and 19:00 (GMT) Monday-Sunday and may change when required to match the business needs. This also includes bank holidays. Flexibility is required for this role. We expect you to work at least one evening shift per week and in a pattern across weekends too.
You'll love this role if you…
    • Strong verbal communication and writing skills in German (fluent) as well as English as you will work to support customers in both languages
  • A background in a customer service-oriented position is a plus
  • Comfortable working towards quality and productivity targets
  • A solution-oriented and friendly attitude as well as a kind nature
  • Proactive and definite 'can do' attitude.
  • These are some of the skills and experience we think will enable success in this role, but please don't worry if you are missing some of these. We're committed to building a team made up of different strengths, skills and experiences, so if you're excited about our values, passionate about what you do and would like to join us in doing things more thoughtfully, we'd love to hear from you.

Belonging @ Bloom & Wild

We know that we learn through our differences, and building a diverse team has always been central to creating the best experience for our customers. We value all backgrounds, perspectives, ideas and experiences, and encourage everyone to share their opinions openly within our caring and inclusive team. Our champions community actively advances our culture of inclusion and belonging, which is organised around 8 pillars of diversity. These cross-business networks offer additional opportunities for connection, education, support and celebration, and ensure that inclusivity continues to be embedded in our ways of working.

Our ways of working

We really believe in the power of connection. For us that looks different depending on the team you work in. Some of our teams work together in person every day, whereas others may connect in person every quarter.

We also believe in flexibility that supports you, the work you do, and your team. How much you work from home and from our office depends on a balance of those needs, and you'll agree this with your manager.

Whether it's through a shared project, a learning and development opportunity, or an afterwork social - we trust our teams to make the right decisions (for them and us) about where and how they work each day.

We're big on collaboration, empathy, knowledge sharing and growth, and our values drive our priorities every day:

Lead change for good: we have the guts to try new things and step up to do what matters most

Think deeply, act swiftly: we make sure there's thoughtful rationale behind our approach and always act swiftly to implement ideas

Care wildly: we pour care and creativity into everything we do and pay attention to the things that make a difference

Stay open, be curious: we're open about what we're doing and why, and we welcome challenges from each other

Work that works for you

To care wildly for our customers, firstly we care wildly for our teams. We work hard to craft a culture of thoughtfulness and care, where there is a strong sense of inclusion and belonging, enabling all of our people to thrive and be successful each day.

Our perks and benefits include:

25 days holiday + your birthday + flexible bank holidays, & option to buy additional holiday each year

1 Volunteering day each year

Enhanced family leave and a workplace nursery scheme

A flexible training framework for every stage of your career

Irresistible discounts on our products, blooms & subscriptions

Share in our success with a choice to take equity options from day 1

For more information on our perks & bens, please see

Getting hired

We know that job searching can be daunting, and we want to do everything we can to ensure that your experience with us is a good one. Interviewing is a 2-way process, and we're keen to answer all of the questions you have, so that you can be sure (and excited) that we're the right move for you.

We believe in leading change for good, so if there's anything that we can do to help you flourish throughout your application process with us, or if you have any feedback, please share this with us anonymously here so we can use this to improve your experience.

Bloom&Wild
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Customer Support Advisor

London, London Pharmacy2U

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Role: Customer Support Advisor

Location: London W1U 2AU (with hybrid working after completion of training)

Salary: £27,020.00 per annum plus extensive benefits

Contract type: Permanent

Employment type: Full time

Working hours: hours PW Sunday-Thursday

Expert Heath Ltd has over 15 years of experience in leading the way in Digital Medicine. Our mission is to achieve excellence in delivering personalised and accessible healthcare on a large scale. Our algorithms are the basis of our patient-facing digital consultations and clinician-facing decision-making tool. Our algorithms power brands such as LloydsPharmacy Online Doctor, Well Online Doctor and Sexual Health London.

Role Purpose

In this role, you will play a key role in advancing digital healthcare transformation, ensuring that patients receive safe, efficient, and high-quality service in a dynamic, evolving environment. Initially office-based for a 6-8 week training period Monday to Friday, this position will transition to hybrid/contracted working pattern once training is complete. Your contracted working pattern is Sunday-Thursday.

What's in it for you?

Occupational sick pay

Enhanced maternity and paternity pay

Contributory pension

Employee discount site

Employee assistance programme

In-house mental health support

Health and wellbeing initiatives

Social events throughout the year

Cycle to work scheme

Green car scheme*(subject to minimum earnings)

Registration fees paid (GPhC, NMC, CIPD etc)

Long service bonus

Hybrid working

Commitment to CPD/training

25 days annual leave

25% Discount & health & beauty purchases

25% Discount on Pharmacy2U Private Online Doctor Services

What you'll be doing?

  • Deliver a discreet, responsive, and efficient service to patients.
  • Prioritize patient safety and uphold the highest standards of care.
  • Collaborate as part of a fast-paced, high-energy team.
  • Manage high volumes of patient inquiries with accuracy and empathy.
  • Confidently engage with patients over the phone, focusing on first-contact resolution.
  • Use the secure internal messaging system as the primary communication tool for patient responses.
  • Operate the bespoke Online Doctor OPMS system to accurately flag calls and messages, ensuring precise data collection.
  • Allocate lab test results to patients and assist them in arranging relevant treatments as needed.
  • Coordinate with pharmacies, labs, and GP surgeries to support patient care.
  • Report and address any operational or service-related issues impacting patient satisfaction.
  • Investigate and resolve complaints received via multiple channels, including secure messaging.
  • Oversee patient identity verification checks through an external partner.
  • Follow policies and procedures related to NHS partnerships.
  • Serve as the 'voice of the customer' in business projects and expansion initiatives.
  • Work cross-functionally with various departments to represent Online Doctor.
  • Triage calls to other business areas as appropriate.

Who are we looking for?

  • Experienced in customer service with at least 2 years in a call centre or customer facing role.
  • Confident communicator who thrives on resolving patient queries over the phone and via secure messaging.
  • Empathetic and energetic personality with a strong commitment to delivering first-contact resolution.
  • Organised and self-motivated, able to manage high volumes of patient interactions with precision and care.
  • Tech-savvy with solid skills in Outlook, Excel, Word, MS Teams, and CRM systems.
  • Healthcare-aware — prior experience in a medical or digital health setting is a plus.
  • Detail-oriented problem solver who can investigate complaints and support operational improvements.
  • Team player ready to collaborate across departments and represent the voice of the patient in business initiatives.

What happens next?

Please click apply and if we think you are a good match, we will be in touch to arrange an interview.

Applicants must prove they have the right to live in the UK.

All successful applicants will be required to undergo a DBS check.

Unsolicited agency applications will be treated as a gift.

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Customer Support Analyst

London, London RELX INC

Posted 20 days ago

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About the Business
LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Business Services vertical, we offer a multitude of solutions focused on helping businesses of all sizes drive higher revenue growth, maximize operational efficiencies, and improve customer experience. Our solutions help our customers solve difficult problems in the areas of Anti-Money Laundering/Counter Terrorist Financing, Identity Authentication & Verification, Fraud and Credit Risk mitigation and Customer Data Management. You can learn more about LexisNexis Risk at the link below, the TeamWe're a collaborative and welcoming team with diverse backgrounds, cultures, and experiences. We value mutual support, continuous learning, and knowledge sharing.
About the RoleAs a Customer Support Specialist, you'll provide post-sales technical assistance to customers. This includes installation, troubleshooting, issue resolution, and maintenance of our products and services. You'll work independently and contribute to improving support processes and customer experience.
Responsibilities
+ Investigate and resolve technical issues using data analysis and log file review
+ Reproduce customer issues in test environments and escalate when needed
+ Provide support via phone and digital channels
+ Advocate for customer needs during product development
+ Share knowledge and support colleagues across the team
Requirements
+ Working knowledge of IT systems (e.g. databases, Windows, Linux)
+ Curiosity and a proactive approach to learning new technologies
+ Experience in technical support is helpful but not required
+ Clear communication skills and a collaborative mindset
Working for you:
We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
+ Generous holiday allowance with the option to buy additional days
+ Health screening, eye care vouchers and private medical benefits
+ Wellbeing programs
+ Access to a competitive contributory pension scheme
+ Save As You Earn share option scheme
+ Travel Season ticket loan
+ Electric Vehicle Scheme
+ Optional Dental Insurance
+ Maternity, paternity and shared parental leave
+ Employee Assistance Programme
+ Access to emergency care for both the elderly and children
+ RECARES days, giving you time to support the charities and causes that matter to you
+ Access to employee resource groups with dedicated time to volunteer
+ Access to extensive learning and development resources
+ Access to employee discounts scheme via Perks at Work
Learn more about the LexisNexis Risk team and how we work ( are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact .
Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here .
Please read our Candidate Privacy Policy .
We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.
USA Job Seekers:
EEO Know Your Rights .
RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive.
Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions.
Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.
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Customer Support Specialist

SW1A 0AA London, London £28000 Annually WhatJobs

Posted 6 days ago

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full-time
Our client is seeking an empathetic and efficient Customer Support Specialist to join their team in the heart of London, England, UK . This role is crucial in ensuring our customers receive exceptional service and timely resolution to their queries. The ideal candidate will possess outstanding communication skills, a patient demeanor, and a genuine desire to help others. You will be responsible for handling inbound customer inquiries via phone, email, and live chat, providing accurate information, troubleshooting technical issues, and escalating complex problems when necessary. A key part of your role will involve documenting customer interactions and feedback accurately in our CRM system. You'll be expected to develop a deep understanding of our products and services to offer informed support. We are looking for individuals who can remain calm and professional under pressure, demonstrating excellent problem-solving abilities. This position offers the opportunity to contribute significantly to customer satisfaction and retention. You will work closely with other departments, such as sales and technical teams, to ensure a seamless customer experience. The ability to adapt to new systems and processes quickly is essential. We value individuals who are proactive, detail-oriented, and committed to continuous improvement. This role requires a strong team player who can also work autonomously. Your contributions will directly impact our brand reputation and customer loyalty. We are committed to providing a supportive work environment where you can grow your career. If you are passionate about customer service and possess the skills to excel in a fast-paced environment, we encourage you to apply.

Key Responsibilities:
  • Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
  • Provide accurate product and service information to customers.
  • Troubleshoot and resolve customer issues efficiently.
  • Document all customer interactions and resolutions in the CRM system.
  • Escalate complex issues to appropriate departments when necessary.
  • Identify opportunities to improve customer service processes.
  • Gather customer feedback and relay it to relevant teams.
  • Maintain a high level of customer satisfaction.
  • Collaborate with internal teams to resolve customer issues.
  • Stay up-to-date with product knowledge and company policies.
Qualifications:
  • Previous experience in a customer service or helpdesk role.
  • Excellent verbal and written communication skills.
  • Strong listening and problem-solving abilities.
  • Proficiency in using CRM software and ticketing systems.
  • Ability to multitask and manage time effectively.
  • Patient and empathetic approach to customer interactions.
  • High school diploma or equivalent required.
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Customer Support Advisor

Wembley, London Casio Electronics Co. Limited

Posted 1 day ago

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Permanent

Job Type: Full Time (35 hrs per week, Mon - Fri), Permanent Contract

Location: Hybrid Working (3 days in Head Office Wembley Park HA9, 2 days WFH)

Reports to: Service Manager, dotted line responsibility to Team Leader - Customer Services

Casio Electronics Co. Limited, a leading multinational electronics company, is seeking a highly motivated and dedicated Customer Support Advisor to join our Service Centre team in the UK. At Casio we pride ourselves on launching innovative designs and leading technologies to both consumer and B2B sectors. Our products span across a variety of categories including watches, calculators, musical instruments and medical devices. Our vision is to see our brands inspire users across generations.

As a Customer Support Advisor you will provide professional, efficient and friendly customer support by handling enquiries across multiple channels including telephone, email, live chat, WhatsApp and social media; maintaining Casio's service standards and promoting a positive customer experience. This is an entry level to intermediate position designed to build product and service expertise whilst contributing to team success.

Joining Casio means stepping into an environment where you can team up with passionate and talented individuals who share our vision. Our employees are at the heart of everything we do, and we are excited to share that Casio UK has recently been recognised as a Great Place To Work . This achievement is something we take great pride in, and we are committed to continuously improving our workplace culture.

Key Responsibilities & Duties:
  • Respond to customer inquiries in a prompt, courteous, and accurate manner.
  • Handle incoming communications through phone, email, and digital channels.
  • Provide information regarding Casio's products, services, warranties, and repair options.
  • Assist with Parts & Accessories inquiries, including processing orders for parts.
  • Record all interactions accurately in the CRM system (Zendesk).
  • Adhere to established processes and escalate any complex or unresolved issues.
  • Achieve performance targets related to quality, response times, and customer satisfaction.
  • Make a positive contribution to a collaborative, customer-focused team.

Requirements

  • At least one year of experience in customer service, retail, or administrative positions.
  • Outstanding verbal and written communication abilities.
  • Strong skills in active listening and interpersonal communication.
  • Effective organisational and time management capabilities.
  • Proven ability to handle multiple tasks with changing priorities.
  • Ability to remain calm, resilient, and professional when addressing customer complaints or inquiries.
  • Willingness to learn new systems, processes, and product information, and openness to feedback for personal development.
  • A positive attitude and a strong desire to grow and develop within the department.
  • A collaborative team player who enjoys supporting colleagues and contributing to the success of the team.
  • Basic familiarity with the Microsoft Office suite.
  • Previous experience with CRM systems (preferably Zendesk) is highly desirable, but not essential as comprehensive training will be provided.

Benefits

  • 25 days annual leave plus Bank Holidays
  • Paid Birthday Day Off
  • Competitive Salary
  • Fantastic healthcare benefits from Day One: Private Medical Insurance via BUPA, Permanent Health Insurance, Medicash Health Plan
  • Death In Service (4x salary)
  • Excellent non-contributory Pension Scheme, up to 14%**
  • Employee Discount, up to 50%**
  • Anytime access to personal development and training courses via LinkedIn Learning
  • Anytime access to retail discounts at 200+ retails (Reward Gateway)
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Customer Support Manager

London, London £40000 - £45000 annum Gizmo

Posted 27 days ago

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Job Description

Permanent

About Gizmo

Gizmo is an AI startup on a mission to make learning so easy that anyone can learn anything. We're building Duolingo for Anything - a platform that uses gamification and social mechanics to make learning fun and effective. With over 1 million monthly active users and $4M in annual recurring revenue, we're already one of the fastest-growing startups in the UK. Well funded with $2M in Series A backing from top investors like NFX and Ada Ventures, Gizmo has achieved 10x growth in the past year. We're now positioned to scale from 4M to 25M ARR by 2026 while expanding our market leadership into the US.

About the role

We're looking for our first Customer Support hire to become the voice of our users and the bridge between our community and product + engineering teams. Working directly with our Founders and Product team, you'll own the entire customer support experience while building the systems and processes that will scale our support function as we grow.

This is a hands-on, high-impact role where you'll spend your days solving user problems, managing support agents, and directly influencing product decisions based on user feedback. You'll be answering emails, managing tickets, and talking to users all day - but you'll also be shaping how a million+ users experience our product.

Responsibilities

  • Customer Support: own all customer interactions across Intercom. You'll be responding to user queries, troubleshooting issues, and ensuring every user feels heard and supported.
  • Ticketing & Bug Management: develop and manage our support ticketing system, categorise and prioritise user issues, and work closely with engineering to ensure bugs are tracked and resolved quickly.
  • User Insights & Reporting: analyse support conversations to identify patterns in user behavior, feature requests, and pain points. You'll create regular reports that directly inform product roadmap decisions.
  • Team Building: hire, train, and manage customer support agents as we scale. You'll build the playbooks, processes, and culture that ensure consistent, excellent support at scale.
  • Product Partnership: serve as the voice of the customer in product discussions. You'll advocate for user needs and help prioritise features based on real user feedback and support volume trends.

Requirements

  • You are genuinely excited about helping users and solving problems - you understand that you'll be answering emails and tickets for most of your day
  • You are customer-obsessed with excellent written communication skills and the ability to turn frustrated users into advocates
  • You have experience in customer support, ideally in consumer tech 
  • You've managed support team members or are ready to build and scale a support function from the ground up
  • You are comfortable with support tools (Intercom, Zendesk, Freshdesk, Zoho, etc) and can quickly learn new systems
  • You have strong problem-solving skills and can troubleshoot technical issues with non-technical users

Nice-to-haves:

  • You have some experience with database management via admin panels and making data changes to resolve user issues
  • You've worked in high-growth consumer tech companies and understand the unique challenges of scaling support
  • You've built support processes from scratch and scaled support teams in fast-growing companies

Benefits

  • Meaningful equity included - you’ll own a piece of what you’re building 
  • Hybrid working model with 4 days in our Shoreditch office.
  • Private health insurance
  • The opportunity to be one of the earliest employees in one of the UK’s fastest-growing startups
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Remote Customer Support Specialist

EC1A 1BB London, London £25000 Annually WhatJobs

Posted 1 day ago

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full-time
Are you passionate about helping others and possess exceptional communication skills? Our client is seeking a dedicated and empathetic Customer Support Specialist to join their fully remote team. This role is critical in ensuring our customers receive outstanding service and support. You will be the first point of contact for customer inquiries, providing timely and effective solutions through various communication channels.

Key Responsibilities:
  • Respond to customer inquiries via phone, email, and live chat in a professional and courteous manner.
  • Troubleshoot and resolve customer issues, product questions, and technical difficulties efficiently.
  • Provide accurate information about products, services, and company policies.
  • Escalate complex issues to appropriate departments or senior support staff when necessary.
  • Document all customer interactions, issues, and resolutions in the CRM system.
  • Identify opportunities to improve customer experience and provide feedback to the relevant teams.
  • Maintain a high level of product knowledge and stay updated on company offerings.
  • Adhere to service level agreements (SLAs) and quality standards.
  • Contribute to a positive and collaborative remote team environment.

Qualifications:
  • Proven experience in a customer service or support role.
  • Excellent verbal and written communication skills, with a clear and concise phone etiquette.
  • Strong active listening and problem-solving abilities.
  • Patience, empathy, and a customer-centric attitude.
  • Proficiency with CRM software and helpdesk ticketing systems.
  • Ability to multitask and manage time effectively in a remote setting.
  • High school diploma or equivalent; further education or relevant certifications are a plus.
  • Comfortable working independently with minimal supervision.
  • Access to a reliable internet connection and a suitable home office setup.

This is a fantastic opportunity to be part of a growing company that values its employees and prioritizes customer satisfaction. As a fully remote position, you'll enjoy the flexibility to work from home while contributing to a vital aspect of our business. Our client is committed to professional development and offers ample opportunities for growth within the customer support field. Join us in delivering exceptional service to our valued customers. The role is based remotely, servicing clients connected to London, England, UK .
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Senior Customer Support Specialist

SW1A 0AA London, London £32000 Annually WhatJobs

Posted 1 day ago

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full-time
Our client is seeking a dedicated and empathetic Senior Customer Support Specialist to join their fully remote, global support team. This role is crucial for providing exceptional assistance to our clients, resolving complex technical issues, and ensuring a positive customer experience. You will be a point of escalation for challenging customer inquiries, providing expert guidance and solutions. This is a fully remote position, enabling you to deliver world-class support from the comfort of your home, regardless of your specific location within the UK.

Responsibilities:
  • Provide high-level technical support and customer service via multiple channels, including email, chat, and phone.
  • Troubleshoot and resolve complex customer issues, identifying root causes and implementing effective solutions.
  • Serve as an escalation point for junior support staff, offering guidance and mentorship.
  • Document all customer interactions, issues, and resolutions accurately within the ticketing system.
  • Contribute to the development and maintenance of knowledge base articles and support documentation.
  • Identify recurring customer issues and collaborate with product and engineering teams to drive product improvements.
  • Proactively identify opportunities to enhance the customer experience and streamline support processes.
  • Gather customer feedback and insights to inform product development and service enhancements.
  • Adhere to service level agreements (SLAs) and key performance indicators (KPIs) for response and resolution times.
  • Stay up-to-date with product updates, new features, and industry best practices in customer support.
Qualifications:
  • Minimum of 3 years of experience in a customer support or technical support role, with demonstrated experience handling complex issues.
  • Excellent problem-solving and troubleshooting skills.
  • Strong understanding of customer service principles and best practices.
  • Exceptional written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users.
  • Proficiency with helpdesk software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
  • Ability to work independently and manage time effectively in a remote environment.
  • Empathy, patience, and a genuine desire to help customers.
  • Experience in a SaaS or technology-driven industry is highly desirable.
  • Ability to adapt to changing priorities and work under pressure.
  • Team player mentality, with a willingness to share knowledge and support colleagues.
This is an exciting opportunity to join a rapidly growing company and play a vital role in customer satisfaction. If you are a passionate customer advocate with a knack for problem-solving and thrive in a remote setting, we encourage you to apply.
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Senior Customer Support Specialist

SW1A 0AA London, London £30000 Annually WhatJobs

Posted 3 days ago

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full-time
Our client, a leading provider of innovative software solutions, is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team in London, England, UK . This role offers a hybrid work model, combining the benefits of remote flexibility with in-office collaboration. As a Senior Customer Support Specialist, you will be the primary point of contact for our clients, addressing technical issues, providing guidance, and ensuring a superior customer experience. Your responsibilities will include troubleshooting complex software problems, escalating unresolved issues to the relevant technical teams, documenting support interactions, and contributing to the knowledge base. You will also play a crucial role in training and mentoring junior support staff, identifying trends in customer inquiries to provide feedback for product improvement, and developing proactive support strategies. The ideal candidate will possess a deep understanding of customer service principles and best practices, coupled with excellent problem-solving and communication skills. A proven track record in a similar technical support role, preferably within the SaaS industry, is essential. You should be adept at managing multiple priorities, working under pressure, and maintaining a calm and professional demeanor. Proficiency in CRM systems and ticketing platforms is a must. While not essential, experience with cloud-based technologies and agile methodologies would be a significant advantage. This is an excellent opportunity to advance your career in a fast-paced and supportive environment. Join us and contribute to delivering exceptional service to a growing client base.

Key Responsibilities:
  • Provide expert-level technical support and troubleshooting for our client's software products via phone, email, and chat.
  • Resolve customer inquiries, issues, and complaints promptly and efficiently.
  • Escalate complex technical problems to engineering and product teams, providing detailed documentation.
  • Develop and maintain comprehensive knowledge base articles and FAQs.
  • Train and mentor new and existing customer support team members.
  • Analyze support trends and provide actionable insights to improve product and service.
  • Contribute to the development of customer support best practices and procedures.
  • Manage customer relationships, ensuring high levels of satisfaction and retention.
  • Collaborate with sales and account management teams to ensure seamless customer onboarding and ongoing success.
  • Participate in product testing and provide feedback on user experience.

Qualifications:
  • Minimum of 3-5 years of experience in a technical customer support or helpdesk role.
  • Strong understanding of software applications and IT systems.
  • Excellent verbal and written communication skills.
  • Exceptional problem-solving and analytical abilities.
  • Proficiency with CRM software and helpdesk ticketing systems.
  • Ability to work independently and as part of a team.
  • Experience in the SaaS industry is highly desirable.
  • Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.
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