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- Tasks: Be the go-to hero for customer queries via live chat and email.
- Company: Join Zinc, a company focused on enhancing user experience in hiring.
- Benefits: Enjoy 24 days holiday, early finish Fridays, and a £1200 annual benefits allowance.
- Why this job: Make a real impact by creating delightful experiences for users every day.
- Qualifications: Strong communication skills and a knack for problem-solving are essential.
- Other info: Participate in company retreats and enjoy unlimited access to coaching.
The predicted salary is between 24000 - 36000 £ per year.
Customer Support Executive
Department: Customer Success
Employment Type: Full Time
Location: Zinc – London
Compensation: £30,000 / year
Description
As a Customer Support Executive, you’ll be at the heart of Zinc’s user experience, ensuring every interaction leaves our customers feeling supported, reassured, and valued.
You’ll be the first line of support, handling queries via live chat and email, and working behind the scenes to ensure background checks are completed smoothly and efficiently. Whether you’re troubleshooting an issue, guiding a user through the platform, or liaising with third-party providers, your goal is simple: deliver an exceptional, frictionless experience.
At Zinc, no two days are the same, some days you’ll be deep in problem-solving, other days you’ll be juggling multiple customer queries at speed. But at the core of it all? Creating meaningful, delightful experiences that make our users’ lives easier.
A natural problem solver – You enjoy breaking down complex issues into simple, actionable steps.
A people-first mindset – You know that support is more than just answering questions—it’s about creating experiences that build trust.
Tech-savvy – You’re comfortable navigating digital tools and helping others do the same.
A strong written communicator – You can explain things clearly, concisely, and with warmth.
Resilient & adaptable – You thrive in a fast-moving environment where priorities can shift.
Detail-oriented – You take pride in accuracy and efficiency, ensuring your work is completed to a high standard.
Key Responsibilities
Be the first line of support – Jump into action as the go-to hero for user queries via live chat & email, ensuring swift, accurate, and helpful responses.
Act as a voice of reassurance – Handle complex & sensitive customer queries with patience, empathy, and clarity, providing solutions that leave users feeling calm & confident.
Own operational processes – Work behind the scenes to ensure candidates’ background checks are completed flawlessly & efficiently.
Manage escalations with third-party providers – Be the connector, working with external partners to resolve missing information or issues while keeping users in the loop every step of the way.
Champion speed & delight – Keep Zinc ahead of the game by meeting SLAs, all while delivering a seamless, warm, and WOW-worthy experience.
Identify improvements – Keep a keen eye on recurring issues and collaborate with the team to streamline and enhance support processes.
Deliver meaningful interactions – Go beyond just solving problems, making every user feel heard, valued, and empowered to succeed.
Skills, Knowledge and Expertise
Soft Skills
High Emotional Intelligence – You’re able to give and receive feedback with honesty and care & understand customer needs to respond thoughtfully.
Clear Communicator – Strong short-form writing skills are essential for quick, concise messaging.
Adaptable – Comfortable switching tones and approaches depending on the audience and working in a dynamic company.
Thrive Under Pressure – You stay focused and effective in a dynamic, fast-paced environment.
Organisation – Ability to stay on top of different software, tabs, and incoming queries.
Time Management – Skill in prioritising large volumes of customer queries efficiently.
Technical Proficiency – Ability to adapt to and operate different software systems.
Data Management – Accurately enter data and update dashboards to keep information correct and on track.
What we offer
Zinc offers a chance to work on a product that brings a fresh perspective on data ownership in hiring.
- 24 days holiday + Bank Holidays + your birthday off
- £1200 annual benefits allowance (ThanksBen , from month 2)
- Early finish Fridays (16:00)
- Yearly company retreat to Serbia
- Enhanced Maternity, Paternity, and Adoption Leave (2 months full pay, then statutory)
- Statutory pension with NEST (3% employer, 5% employee)
- Zinc shares, issued through the EMI Scheme
- Unlimited access to MoreHappi coaching
- Company socials, quarterly team socials, Free Monday lunches
- Nursery workplace benefit scheme (Yellownest)
- Option to lease an electric car through Electric Car Scheme
- Celebrated Zinc anniversaries
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Customer Support Executive employer: Zinc
Contact Detail:
Zinc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Executive
✨Tip Number 1
Familiarize yourself with Zinc's platform and services. Understanding the product inside and out will help you provide better support and demonstrate your commitment to the role during the interview.
✨Tip Number 2
Practice your communication skills, especially in writing. Since you'll be handling queries via live chat and email, being able to convey information clearly and warmly is crucial.
✨Tip Number 3
Showcase your problem-solving abilities by preparing examples of how you've handled complex customer issues in the past. This will highlight your resilience and adaptability in a fast-paced environment.
✨Tip Number 4
Research common customer support tools and software that Zinc might use. Being tech-savvy and familiar with these tools can give you an edge and show that you're ready to hit the ground running.
We think you need these skills to ace Customer Support Executive
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Customer Support Executive position. Understand the key responsibilities and required skills, especially the emphasis on problem-solving, communication, and adaptability.
Tailor Your CV: Customize your CV to highlight relevant experience in customer support or similar roles. Emphasize your soft skills like emotional intelligence and clear communication, as these are crucial for this position.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your ability to create meaningful interactions. Use specific examples from your past experiences to demonstrate how you meet the qualifications outlined in the job description.
Showcase Technical Proficiency: Mention any relevant technical skills or experience with digital tools in your application. Highlight your ability to adapt to different software systems, as this is important for managing customer queries efficiently.
How to prepare for a job interview at Zinc
✨Show Your Problem-Solving Skills
Be prepared to discuss specific examples where you've successfully resolved customer issues. Highlight your ability to break down complex problems into simple, actionable steps.
✨Demonstrate Empathy and Communication
Practice conveying empathy in your responses. Use clear and concise language to explain how you would handle sensitive customer queries, ensuring the interviewer feels your people-first mindset.
✨Familiarize Yourself with Digital Tools
Since the role requires tech-savviness, make sure you are comfortable discussing various digital tools and platforms. Share experiences where you've helped others navigate technology.
✨Emphasize Adaptability and Resilience
Prepare to talk about how you thrive in fast-paced environments. Provide examples of how you've managed multiple tasks or shifted priorities while maintaining a high standard of work.
