Customer Support Specialist

Brandbassador ,
London, Greater London
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Job Description

Mail BRANDBASSADOR - CUSTOMER SUPPORT SPECIALIST Brandbassador is a platform that allows brands to scale and automate word-of-mouth ambassador marketing, and allows people to be an ambassador for their favourite brands and get perks, gift cards, cash and products in return. We currently work with over 60 brands such as iDeal of Sweden, PopSockets, MVMT Watches, Daniel Wellington, and the list goes on. Brandbassador was created by the founders of the fashion phenomenon Onepiece - a pioneer in the adult onesie industry and in ambassador marketing. After running into a number of painful manual tasks, the founders created their own internal system to alleviate the problem. Little did they know, it was a problem countless brands are facing and need a solution to. So, they spent 2 years and over $4 million in development costs to create what is now Brandbassador. THE ROLE Ensuring the success of our customers is at the heart of Brandbassador and we are looking for a tech-savvy individual who is looking to help our customers succeed through support. You will play a major part in supporting our rapidly growing client base and you will balance solving both Ambassador and brand enquiries. If you're a person that loves the challenge of a startup atmosphere, enjoys solving meaningful problems, and wants to feel like part of a family - then you just might be who we're looking for. YOUR MISSION * Ensure Ambassadors and Brands have a great experience on Brandbassador * Learn and maintain a deep expertise of Brandbassador and best practices to provide ongoing value and support to our customers * Analyse, organise and communicate customer feedback to our product team. * Be first-line support for our brands through live chat and ambassadors through the Brandbassador in-app messaging service * Maintain all missions and required actions from Brandbassador * Approve cash payments for Ambassadors * Report issues and feature suggestions through JIRA * Build and maintain a world class knowledge base A LITTLE BIT ABOUT YOU * At least 1 year of similar experience within a SaaS business or a proven track record of customer support * Basic knowledge of Intercom and Jira is preferred * A quick learner and solutions oriented * Excellent organisational and time management skills * You enjoy solving customers' issues and are driven by turning a difficult customer into a happy customer * You have the ability to explain technical concepts in an easy to understand manner * You are a team player who takes pride in your work and goes the extra mile to ensure the job is done right * You are passionate about social media and technology, and love working in a fast-paced start-up environment * Problem solver and results driven, you can quickly think on your feet * You're ambitious, driven & tenacious; we're looking for someone who can both grow the role and their career at the same time We know that diversity makes for the best problem-solving and creative thinking. We are dedicated to adding new perspectives to the team and encourage everyone to apply if your experience is close to what we are looking for. IN RETURN YOU CAN EXPECT FROM US: * Competitive salary, we pay well & reward performance * Awesome working environment, we work hard we play hard and we take pride in our business. * Free lunch - seriously, we provide lunch from some of the best lunch joints in London * Personal development - we want to back you and invest in you * Access to in-house kitchen with a fridge full of drinks, food and office drinks every Friday * Lots of fun team socials (Escape Rooms, Flight Club etc.) plus a company trip once a year (last year we stayed in a lighthouse in Norway!) * A buzzing work environment in trendy Shoreditch Apply for this job Remind me later Or, know someone who would be a perfect fit? Let them know! Mail Contact Eimear Kirwan Head of Customer Success

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