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Customer Support Executive at Pebble

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  • London
  • fulltime
  • ₤22500 - ₤28000 per year
  • -
  • page1image33628704

    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

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