Worldwide Companies City

Job Descrption

About the role

We’re looking for a proactive, resourceful multitasker with at least one year of experience in a customer facing role . You’ll excel here if you love helping people, have strong problem-solving skills, and can adapt quickly to changing priorities in a collaborative environment. Experience in customer support, accounting or accounts payable is a plus but not required.

What you'll be doing
• Proactively handle technical and non-technical customer queries, providing efficient and effective solutions.
• Gain in-depth knowledge of our product and roadmap to serve as an expert advisor to customers.
• Represent the customer’s voice within the company, collaborating with Product and Commercial teams to influence product priorities and improvements.
• Coordinate with the Customer Success Team on customer risks and issues, ensuring alignment on key concerns.
• Maintain and update the knowledge base with new product information, ensuring customers have access to the latest... resources.
• Manage and organise the support inbox, ensuring timely responses and adherence to SLAs and OKR targets for customer satisfaction.

What you'll bring
• Experience: At least 1 year of experience in a customer facing role, ideally within the SaaS or tech industry. Background in support, accounting, or accounts payable is preferable but not required.
• Adaptability: Strong time management and prioritisation skills, maximising both personal efficiency and team productivity. Thrives in a fast-paced environment, effectively multitasking and handling shifting priorities.
• Customer-Centric Mindset: A customer-first approach, with a genuine passion for helping customers feel valued and heard.
• Technical Proficiency: Quick to learn new technologies, product features, and processes, and able to translate this knowledge effectively to customers. Strong analytical and problem-solving skills.
• Effective Communication: Clear, direct, and precise verbal and written communication, with a friendly and empathetic demeanour, dedicated to delivering outstanding customer service.
• Proactiveness: Proactively troubleshoots and resolves customer issues, driven by a passion for delivering exceptional customer experiences.
• Education: Bachelor’s degree or equivalent experience, preferably in a related field.

What we offer in return:

💰 Competitive salary

🏝️ 27 days of annual leave (including 3 days Christmas closing), with the option to roll over 3 days

🏡 Hybrid working with two days a week from our dog-friendly Hoxton office

🏥 Comprehensive private medical & dental cover with Vitality

🍼 Enhanced parental leave

📚 Learning & development culture – £500 personal annual budget

🌍 We’re carbon-neutral and are working towards ambitious carbon reduction goals

🎯 Lots of team socials & activities

☀️ Annual team retreat

Want to learn more?
• About us
• Xelix blog
• Xelix news

We believe that people from diverse backgrounds, with different identities and experiences make our company and product better. No matter your background, we'd love to hear from you! And if you have a disability, please let us know if there's any way we can make the interview process better for you - we're happy to accommodate

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