At a Glance
- Tasks: Provide top-notch customer support and build relationships with users while solving their queries.
- Company: Join a passionate, fully remote team dedicated to enhancing the English language experience.
- Benefits: Enjoy private healthcare, gym membership contributions, and charity donation matching.
- Other info: Work from anywhere in the UK with opportunities for career growth in a thriving startup.
- Why this job: Be the voice of our company and make a real impact on our users' writing journeys.
- Qualifications: Experience in technical support and a love for writing and editing are essential.
The predicted salary is between 35000 - 40000 £ per year.
We’re passionate about the English language, and we design software that helps writers and editors produce their very best work. Our product, Arsenault, is the leading proofreading software for independent editors, proposal managers, medical writers, and publications teams. We’re a growing, profitable company and have been working 100% remote since before it was cool!
You will be the eyes, ears and voice of the company in its interactions with users, and our representative when they most need assistance. You’ll ensure that all our customers (regardless of size) experience excellent and timely support in every interaction with the company. We’ll give you the training to become a product expert, so you’re capable of fielding questions across both our Windows and Cloud products. You’ll also have the opportunity to explore what makes customer support so interesting and important. We get our best innovations from customer feedback, so you’ll develop great relationships with our user base (while also setting realistic expectations). You’ll join our online forum and help build the community of users there, track everything users report to us, and feed that back to our engineering team so we understand customer pain points and can prioritize improvements.
In addition to customer support, you’ll lead on detailed investigations. We’re looking for someone with an inquisitive mind who loves to explore how language software can produce erroneous results. Our customers write and edit documents professionally, so it helps to have a deep understanding of writing and editing documents. We’re looking for someone who has opinions on apostrophes and a stance on the Oxford comma.
Your responsibilities will include:
- Be the first point of contact for customers and ensure we provide quality customer support across all accounts
- Write FAQs and other support materials
- Represent us in user forums, build strong relationships with customers and engage with their feedback
You will report directly to the Customer Support Manager, so you must be self‑motivating and able to get things done independently.
Requirements
- You’re outgoing, patient, and love talking tech with customers.
- You’re independent and reliable.
- You’re a great listener, curious about everything, and love asking questions and solving user problems.
- A university degree
- Two years or more of experience in technical support in software
- Demonstrable interest in writing, editing or the English language
- An ability to work from home on a PC with Windows, with an appropriate set‑up for professional video calls
- You must be based in the UK and plan to work exclusively from the UK.
Benefits
- An Accepting and Diverse Workplace: Intelligent Editing is committed to being an equal opportunity employer. We aim to create a workplace that celebrates diversity. We do not tolerate discrimination.
- Work from anywhere in the UK (we work 100% remote)
- Private healthcare and life insurance
- Annual £250 a year towards gym membership
- Annual company away day
- Charity donation matching
- Be part of small, profitable startup (employee #25)
- Potential to grow your career in a choice of directions
Contract: Full‑time
Salary: £35‑40k (overtime also available)
We grade applications based on the quality of writing in your application form, so please answer all questions in full.
Customer Support Specialist (Fully Remote) in Liverpool employer: Arsenault
Intelligent Editing is an exceptional employer that champions a fully remote work culture, allowing you to thrive from anywhere in the UK. With a strong commitment to diversity and inclusion, we offer private healthcare, life insurance, and generous annual benefits, including gym membership contributions and charity donation matching. As a growing startup, you'll have ample opportunities for career advancement while being part of a passionate team dedicated to enhancing the writing experience for our users.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Specialist (Fully Remote) in Liverpool
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Arsenault. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Arsenault before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Specialist (Fully Remote) in Liverpool
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Arsenault:Your cover letter is your chance to shine! Tell us why you want to work at Arsenault specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Arsenault!
How to prepare for a job interview at Arsenault
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
