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Customer Support Associate/Customer Advocate
at CharlieHR

go back to Customer Support Jobs
  • London
  • fulltime
  • ₤24000 per year

Charlie exists to help small businesses Make Work Better. We support them to do this through our beautifully designed, easy to use HR software, as well as our on-demand HR Advice service. Since we began Charlie in 2015, over 3000 of the UK’s fastest growing companies have chosen Charlie to help with the people side of their business.

We're on the hunt for someone to be responsible for delivering world class support for our customers, ensuring that they get the most out of our product and have all their questions answered. It's an exciting role for someone early on their career who is looking to gain experience in a customer-facing role, as well as broader business exposure by representing the customer across different functions.

In this role you will:

  • Be the first port of call for customer interactions across every touchpoint, ensuring everyone who uses our product becomes our greatest advocates
  • Be responsible for all support channels in the business: email, phone & being the champion for live chat
  • Take the lead on educating users on how our product can intuitively help them to Make Work Better (our company vision!)
  • Seize opportunities to represent our users to the Product Team, making sure their feedback is shared on a regular cadence
  • Make sure the rest of the company stays customer-focused, working with the rest of the customer team to plan a best in class engagement strategy
  • Be focused on constantly looking for ways to always optimise and streamline our support process
  • Provide ad hoc support to other areas of the business; we're a small and agile team so you’ll get the opportunity to work with a variety of roles

Requirements

  • Excellent at quickly building relationships, with the charm and wit to make our customers love you!
  • Genuinely empathetic so you can listen keenly to customer challenges and work hard to resolve them fast
  • A great communicator with exceptional written and spoken English - as comfortable on the phone as meeting in person or talking over chat
  • Diligent, organised and resilient - these will be busy, fast paced days and need someone who can work effectively and efficiently under pressure
  • Passionate about small businesses, eager to help them to Make Work Better
  • Someone early on in their career who is looking for a challenge
  • We are an equal opportunities employer and believe in the power of a diverse, inclusive team. We welcome applications from all suitably qualified people, regardless of race, sex, disability, religion/belief, sexual orientation or age.

Why Charlie?

You’ll be joining a company that:

  • Works in small cross-functional teams with OKRs, so your work is always focused, goal-driven and agile
  • Is at an incredibly exciting stage of growth
  • Is made up of 25 close-knit, ambitious and dedicated people who genuinely enjoy spending time together!
  • Has a clear and transparent career progression framework
  • Believes in helping every employee develop professionally along their chosen career path

Benefits

  • Core office hours (Monday - Thursday 10-3, Friday 10-5:30)
  • £500 yearly learning budget
  • Social events (Team breakfasts/lunches, evenings out, and two yearly company retreats
  • Equity options
  • Monthly "Exploration days" where you can work on whatever you want
  • 25 days holiday, plus closed between Christmas and New Year
  • Access to Spill - a message-based therapy service
  • Bike to work scheme

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