Customer Support Executive

at Fixflo in London

The Company

Market leading, fast-growing, exciting, international, creative, dynamic -- welcome to Fixflo! Since launching in 2013, phenomenal growth has resulted in our company becoming the leader in its field in the proptech space.

Our business plan is simple: we want every repair in the world to be reported through a Fixflo system. We are currently used in over 500,000 homes across the UK with further expansion in the UK and overseas.

Our company’s reputation is exemplary having been selected as the best technological solution for letting agencies in two out of the past three years and having built close relationships with regulators across the sector.

Fixflo is a young, dynamic and agile company with bags of personality, where standing out is fitting in. From office dogs to the heads of fun, it is filled to the brim with energy and vibrancy. Fruit (and biscuit) filled kitchens, frequent team nights out, a spinning prize wheel and office basketball challenges; these are just a few of the ingredients that go in to making Fixflo what it is.

The Role

As a Customer Support Executive, you will help to ensure our customers have an incredible experience using Fixflo. You will report to the Head of Customer Success and will be responsible for the troubleshooting of client issues, improving customer support processes and building relationships with our customer base.

Your responsibilities will include
● Helping to manage phone and email queries from our customers
● Working to identify root causes for customer queries/issues and resolving them
● Managing our knowledge base/support content and keeping this up to date alongside product updates and changes. This includes writing guides, FAQs and creating videos/GIFs about how to use Fixflo
● Helping to respond to customer feedback enquiries
● Being a customer advocate and working directly with our product team to help improve Fixflo (feature requests, improvements, bugs)
● Helping to run online customer training sessions
● Proactively identifying process improvements for customer engagement and interactions across the customer success team
● Advocating customer needs/issues cross-departmentally
● Assisting with other support/customer success projects - you will have your own assigned exciting projects that you are responsible for
● Contributing towards building a great company!

You would make a great fit if:

● You’re a passionate people person and like engaging with customers
● You’re driven and self motivated - you want to excel at what you do!
● You thrive in a multitasking environment and can organise your time efficiently
● You believe in understanding a customer’s pain, building value and solving problems
● You are a team player who works and engages with others to achieve results
● You are a strategic thinker and like to offer new ideas/solutions to improve things

Requirements

● 1+ years’ experience in a customer support/service role (ideally in SaaS/tech)
● Excellent verbal and written skills
● At ease when communicating with others whether that’s via email, phone or an online webinar
● Tech savvy and willing to learn new tools
● Willing to work in a fast paced, entrepreneurial environment

What's it like working at Fixflo?

● We're a fun team of friendly, supportive and interesting people who work hard because we love what we do, but we also enjoy a good laugh and great chat
● Your ideas count and will make a visible contribution to our growing company - we love to hear ‘how can we do this better’ and want you to be challenging processes so that we can always be providing better support to our customers.
● We are dog friendly - expect to see various dogs around the office!

And what about benefits?

Other than working for an exciting growing company in London, we also offer:
● Competitive base salary
● The opportunity to have input into the accelerating growth of the company and to work directly with the executive team
● Gym pass
● Health insurance
● Friday drinks and lots of socials!
● A fun work environment with great people

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

How do I apply?

● Submit your CV and cover letter (p.s please tell us why you want to work for us!)

Our privacy notice for job applicants can be viewed here: https://www.fixflo.com/fixflo-privacy-notice-for-job-applicants/

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Published at 19 Nov 2018
Expires on 19 Jan 2019


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