Customer Support Team Lead

at Deskpro Ltd in London

(₤30000 - ₤38000 per year)

Deskpro is a helpdesk platform that helps businesses to communicate better with their customers (both internal and external) across a variety of different channels (email, live chat e.t.c.).


We are a fast paced self-funded startup in the process of growing our commercial team. The customer support team lead is a core role that we expect to head up our growing customer support team over the next 12 months.


Our clients include the likes of Microsoft, HMRC, Valve Software, Panasonic, P&G, 1&1, Hotel Chocolat, the NHS as well as many more amazing companies.


What will you be doing?

  • Communicating with our customers and potential customers via support ticket, live chat, voice and social media – all through Deskpro.
  • Helping us design and improve our own customer service processes.
  • Help improve the Deskpro product, using reporting, data and customer feedback. Your input will inform product managers and developers on customer priorities.
  • Run webinar based training sessions, demo webinars and occasional on-premise training seminars at client’s offices.
  • Updating the help content built into Deskpro and writing new content as we launch new features.
  • Keep our knowledgebase and manual content updated. Creating a new library of video tutorials.
  • Conduct interviews with customers about their use of Deskpro to feedback to our Product teams and to help build customer case studies.



Requirements

  • Experience in a customer service function at a technology company (ideally using a helpdesk product).
  • You relish a challenge and want to be part of a fast paced, growing startup team!
  • Comfortable with IT.
  • Mastery of English language and outstanding writing abilities. You’ve probably found a mistake or two in this job ad!
  • You love helping customers day in and day out. Inbox-zero is hugely satisfying to you.
  • A rapid ability to learn.
  • Enjoy responsibility. You will be a core part of the Deskpro team and one of our customer facing representatives.



Benefits

  • Salary: £30k – £38k initial salary plus performance bonus.
  • Perks: free coffee, tea, beer, gym, table tennis, snacks, sweets, bike storage, pension
  • Location: Putney Bridge; large green space and near the river. 2 minute walk from the tube and numerous bus routes.
  • Office Environment: casual, relaxed and fun, (plus your choice of computer equipment)
  • Working Hours: 9am – 6pm
  • Socials: weekly free team lunch, free beer, monthly company socials
  • Career Progression: huge opportunity to grow and lead our customer support team, ambitious growth targets, your opinion really matters.
  • Start: soon


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Published at 28 Sep 2017
Expires on 28 Nov 2017