Customer Support Hero

goodlord ,
London, Greater London
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Overview

Job Description

About us We started Goodlord because we wanted to make renting simple and transparent for everyone involved: the agent, landlord and tenant. We knew generation rent would lead to more tenants, with higher digital expectations and we were confident we could provide a solution. And we did. Like all startups its been a bit of a roller coaster journey, but were now stronger than ever, with over 600 happy customers and exciting new products. We have ambitious plans for 2020 but with Mr William Reeve at the helm alongside co-founder Tom Mundy and a brilliant team of over 95 talented Goodlordians we are confident well achieve these. Our values guide our decisions, the way we work, our culture and the people we ask to join the team. We work hard, have fun and support each other. Were not afraid to make mistakes (wed never learn if we didnt) and were always looking to challenge ourselves. Our style is collaboration based on honesty, friendship and respect. Its an exciting time here at Goodlord. If youre inspired by what were doing and share our values, wed love to hear from you. About the role Goodlords mission is to provide the best-renting experience in the world and were on the hunt for a Customer Support Hero to help us achieve this. We are still a relatively small team, so there's no room for coasting along. We're looking for grafters, self-starters who can keep up with the pace, are ready, willing and able to get their hands dirty and want to make a difference to join our gang. In return, youll find a group of friendly people who take the work seriously but not ourselves and who are madly passionate about our brand. We also have fun parties, love cakes from Beas of Bloomsbury, each other and don't have to wear uncomfortable suits to work. If you're ambitious, excel at what you do and want to help us add a few more impressive things to our list of achievements, then we'd love to hear from you. As an operational team, Customer Support is a team with passion and problem-solving at its core and as a Customer Support Hero, youll really get to have your finger on the pulse of the business. From day one, you'll need to immerse yourself in the company and build your knowledge of our evolving platform and Goodlord's array of products aimed at making renting simple and transparent for everyone. In this role, youll be troubleshooting user queries via live chat, phone, and our email contact channels. You'll need to work across the business with our other operational teams on internal escalations and investigate technical issues, as well as supporting launches of new product features. The day to day stuff: This is a great opportunity to join a fast-paced team where youre encouraged to take on as much responsibility as you can. Your drive and imagination is your limit, not your job title. But these are the things that will be core to your role and will keep you busy. * Working on live chat, phone, email to solve challenging mainly technical issues for our customers * Identifying root causes for simple issues which cause customers to contact us repeatedly - and helping us solve them * Implementing creative solutions to proactively resolve potential issues for customers * Managing/contributing to projects aimed at optimising resolution workflows and improving the Customer experience * Being an advocate for our users and working directly with our Development team to help improve our products * Collaborating with other operational teams on internal escalation of issues and implementing new product features Please note that for the time being we are a remote first business and therefore you will be working remotely, however this role will be primarily office based in the future. Requirements Were looking for people who are passionate about providing world-class customer service and who have, and can clearly demonstrate through previous work experience, empathy, exceptional communication, problem-solving and analytical skills, who will also challenge the status quo and continually strive for improvement. Youll be a confident and talented problem-solver, with a knack for clearly explaining and resolving complex issues Additionally: * you are able to switch between platforms with speed and accuracy * you get on with everyone and anyone and adapt your style to communicate most effectively with them * your written and spoken English are envied by others * you have a great degree from a good university/equivalent qualification or equivalent practical experience * youre a quick-thinker and can diffuse difficult conversations with empathy and humour * youre super organised and have proven your ability to prioritise effectively and meet deadlines * change doesnt faze you; you take the rough with the smooth and take people with you on that journey * you are energetic, creative, curious and confident * you are full of ideas, are not shy about expressing them and get excited about executing them * you have a positive attitude, and work well

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