Senior Customer Support Agent
- Provide first-line customer support via chat, email and video-calls as needed
- Troubleshoot technical issues and escalate complex problems to Product Engineering when necessary
- Identify and document recurring issues and contribute to improving our support processes and knowledge bas
- Act as the bridge between Support, Sales and Customer Success, enabling the effective management of our customers
- You build systems and tools to work to your advantage
- You consistently resolve complex technical issues
- You proactively refine and own key support processes
- You act as a trusted cross-functional partner
- 3-5 years in customer or technical support, preferably within a B2B SaaS environment
- Strong written and verbal communication skills
- Strong troubleshooting skills - you enjoy problem-solving and finding creative solutions
- Curious, coachable, and driven to exceed goals
- Startup-ready: adaptable, fast-moving, and hands-on
- Experience with customer support tools such as Zendesk, Intercom
- A genuine interest in AI and the future of work
- Experience working in a fast-scaling startup environment.
- Salary: Highly competitive with matching share options
- We work Mon-Thu in our office in Chancery Lane, London, Fri from anywhere
- Private medical, pension and lunch provided everyday
- Submit your CV (no need for a cover letter)
- We’ll review it
- An initial call with someone from the hiring team to review your experience and motivation for joining (30 mins)
- Customer case study with a panel (45 minutes)
- Meet more of the team (30 minutes)
- An obsession around the fact that every second counts, we have to move fast with intensity and drive hard every day.
- It's on you. You have autonomy to own your outcomes.
- Never let it slide, be relentless in challenging yourself and others to strive for the best outcome.
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