Customer Support Specialist Customer Success Shoreditch, London, UK

We are looking for technical and savvy Customer Support Specialists to help our growing customer base succeed with our product. At Beacon, we are a growing technology startup building the best nonprofit-focused CRM in the world. We passionately believe in the power of technology to make a difference. Chris and David, both software engineers, founded Beacon in 2017 to build a new kind of charity CRM using the latest technology and design principles. Now over 1000 innovative charities around the world trust Beacon to run their core technology infrastructure.

You will be playing a crucial role at an exciting point in our journey. Beacon is doing well - we have reached product market fit and are transitioning from start-up to scale-up. Whilst growing, we have managed to maintain exceptional levels of support, with 98% support satisfaction and rated 5/5 for customer service in a recent survey.

Your focus will be on helping customers to get the most out of Beacon and keeping them delighted with our product. You will do this by working with the Head of Customer Success and the rest of the customer success team to deeply understand the Beacon product and to support our customers via live chat. This role requires great customer service skills along with the ability to analyse a customer's needs and articulate complex technical solutions in a simple way.

• Provide world-class support to our customers via online chat (we use Intercom).
• Develop a profound understanding of Beacon's capabilities and functionality.
• Solve customer problems when something isn't working for them.
• Provide guidance when customers are looking to expand their use of Beacon within their charity.
• Work closely with charities to understand the unique needs of their organisation in terms of processes and data storage.
• Make recommendations for how to configure Beacon’s flexible database to store all of the data charities need and to enable them to do their work efficiently.
• Build long-lasting relationships with Beacon customers and deliver a low churn rate.

• Experience in a customer-facing role.
• Flawless written English.
• Exceptional communication skills, with the ability to write charming and pithy prose in real-time conversations.
• Friendly demeanour - our customers are all charities and part of Beacon's brand is about us being smart, friendly, charming humans.
• A strong interest in the technology sector.
• Ability to quickly learn new things and to work independently to solve tricky problems with a curious approach.
• Ability to deeply understand and explain a technical product.

While this role could suit a recent graduate, a university education is not a requirement.

• Experience in a technical customer support role.
• Experience with CRM or databases.
• Experience with the charity sector.

We will give you 6 weeks (24 days) of holiday every year, plus bank holidays, and a 6 week fully paid sabbatical every 5 years. Taking time off is important. We will pay you a £60 bonus for every day of holiday you take. We have a banded salary system so that everyone is paid the same for doing the same job, and compensation growth within the organisation is clear. Guaranteed pay rise to adjust for inflation every 12 months. Beacon is climate positive (beyond carbon neutral), so your employment won’t hurt the planet.

We offer flexible working hours and while your usual place of work will be with us in the office, you can work from home when you need to. If you don’t live in London but would be happy to relocate, we can pay up to £4,000 (tax free) to help with your relocation costs.

We encourage everyone with the required skills to apply, and we actively pursue building a more diverse team. Our parental leave policy provides for 12 weeks of full pay, and can be taken by any parent, regardless of their new parenting circumstances.

• Application including CV and either: a cover letter, 2 minute video, or 2 minute voice recording (Closes 22nd June).
• Phone interview - 20 minutes (~24th-26th June).
• Video interview with Head of Customer Success and Senior Support Specialist - 1 hour (~30th June-3rd July).
• Final stage session in-person at Beacon’s office - 3 hours (~7th-17th July).

Our office is wheelchair accessible. We are happy to pay for appropriate travel costs if this would impact your ability to attend in-person. If there is anything that we can do to improve the accessibility of any of these stages for you, please let us know.