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Customer Support Specialist at Risk Ledger

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  • London
  • fulltime
  • ₤30000 - ₤35000 per year
  • -
  • About the Role

    We are looking for our first Customer Support Specialist to join our Customer Success team. You will be primarily responsible for managing and expanding  our support function, driving user engagement and making sure we provide our users with the best possible  experience when using Risk Ledger.

    This is an exciting role where you will work closely with all areas of the company, from product and customer success through to sales and marketing, providing technical and strategic input to maximise the value we bring to customers.

    About Risk Ledger

    Our mission at Risk Ledger is to improve the security maturity of the global supply chain ecosystem, reducing the number of data breaches experienced through supply chain attacks by companies and consumers alike.

    The Risk Ledger platform enables organisations of all sizes to run a comprehensive, security led, third-party risk management (TPRM) programme across their entire supply chain. Our customers include the likes of ASOS, UK Health Security Agency and BAE Systems Applied Intelligence.

    Having recently closed a seed investment round of over £2m and with 1,700+ organisations using our platform (a number that is growing on a daily basis!), Risk Ledger is scaling quickly.

    Our people are what makes us great - at Risk Ledger, you will work alongside some of the brightest minds in cybersecurity and contribute to a mission that will have a global impact. Our groundbreaking technology has led to us winning the National Cyber Security Centre's 2019 CyberDen competition and the 2019 TechUK Cyber Innovation Den competition.

    This is the perfect opportunity to put your stamp on a fun, fast-paced, growing business!

    What you'll be doing

    Working within our Customer Success team, you will be responsible for managing Risk Ledger’s support function. You will be communicating with customers via various channels such as our support chat and email. You will act as an advisor to our customers to ensure they have the best possible experience and any challenges are resolved in a timely manner. You will be working closely with the Product and Customer Success team to problem-solve  and ensure that any customer feedback is shared with the wider teams to drive product improvements. In addition to being the first point of contact for our customers, you will also be responsible for maintaining and creating support content as well as putting in place internal processes to scale our support capabilities.

    As  the first Customer Support Specialist within our team, you will  have the opportunity to build out our support function and take ownership of developing and improving our internal support processes. 

    The opportunity for growth at Risk Ledger is as big as your ambition. You will play a key role in our Customer Success team and if you love to learn, work towards ambitious goals and are excited to play a leading role during the scale-up phase of our business journey, we would love to hear from you!

    Responsibilities

    • Provide excellent support to customers - promptly responding to customer queries via support chat, email and calls.
    • Collaborate with technical teams internally and manage the escalation of issues to ensure they are resolved.
    • Educate customers on product functionality and refer them to relevant documentation.
    • Where required, conduct customer handovers to Sales and CS teams. 
    • Streamline and automate the support function.
    • Create Help Centre articles and make sure the Help Centre is kept up to date. 
    • Support the wider teams in Customer Success, Product, Sales and Marketing to identify new opportunities and provide them with feedback to develop the existing product and processes.

    We're looking for someone who

    • Has strong problem-solving skills, an analytical mind and loves to help customers achieve their goals.
    • Has excellent written and verbal communication skills, with the ability to articulate Risk Ledger's value proposition and functionality to various audiences.
    • Is empathetic and can build great relationships with customers.
    • Is ambitious and takes initiative to identify and take ownership of opportunities to improve the support function and Risk Ledger as a whole.
    • Has a strong interest in technology and the inclination and aptitude to continuously learn new things.
    • (Beneficial but not essential) is experienced in using Intercom.

    Why join us?

    • 👌 The autonomy and flexibility you need to deliver the work as you see fit
    • 🚀 The opportunity to get involved with customer success strategy and execution
    • 💻 The equipment you need to get the job done
    • 📚 All the learning resources and books you want to aid in your personal development
    • 📈 Generous EMI stock options
    • 🏖 32 days of holiday a year - take a break, enjoy yourself!
    • ✈️ Up to an additional 30 days of unpaid leave a year to use as you wish
    • 🎉 Regular socials to unwind and have some fun
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