Customer Support Executive

Pebble is a marketplace for parents to conveniently discover and book flexible childcare at short notice. Our long-term vision is to redefine how parents think about childcare; away from rigid schedules and long lead times towards a world where whatever care you need can be accessed easily and when you need it.

We are looking for a Customer Support Executive who is passionate about ensuring our customers (parents, childcare and activity suppliers) have a good experience on our platform and works to ensure all of their questions and issues are resolved in a timely manner.

The Role
Supplier (B2B) Support:

●  Responding to and tracking of inbound bugs, issues and questions

●  Vetting and collecting details prior to onboarding of our customers

●  Answering pre-sales questions and connecting suppliers to our sales or growth teams

where the opportunity arises

●  Executing referral scheme(s)

●  Helping to generate data reports both internally and for our clients

Parent (B2C) Support:

●  Investigating and responding to inbound parent bugs, issues and questions

●  Maintaining a view of performance- identify and follow-up on operational and CS issues;

incl. Communicating and escalating relevant issues back to the broader team

●  Executing Marketing campaigns (working with the Growth team)

KPIs:

●  NPS, CSAT and CES scores

●  Support response time

Key requirements

Skills and attributes:

●  Understanding of digital products (ideally through supporting others on their use - either formally or informally)

●  An eye for detail and high standards for deliverables

●  Technical aptitude, strong problem-solving abilities and analytical skills

●  Excellent people, communication and presentation skills

●  Excellent written and spoken English

Preferred qualifications and experience:

●  Experience in solving customer issues (B2C or B2B)

●  Experience with marketplace apps

●  Experience with Google Suite (docs and sheets)

What you’ll get from Pebble

●  Opportunity to be a key part in a major shift in the education industry

●  Continued professional development, learning, and training in a startup environment with

major growth plans

●  A Hybrid working environment (including use of our wonderful office right by Borough

Market)

●  A variety of benefits (from pension to wellness and monthly socials)

●  Future collaboration with international offices