At a Glance
- Tasks: Deliver exceptional customer support via calls, live chat, and email.
- Company: Join BrightLocal, a fast-growing tech company with a vibrant culture.
- Benefits: Competitive salary, performance bonuses, hybrid working, and generous holiday allowance.
- Other info: Inclusive workplace that values diverse perspectives and offers career growth.
- Why this job: Make a real impact by helping customers thrive with our platform.
- Qualifications: 2+ years in customer support, strong communication, and problem-solving skills.
The predicted salary is between 30000 - 40000 £ per year.
Working hours: 12:00pm – 8:30pm (UK time)
The Opportunity
Join BrightLocal at an exciting stage of growth as we scale our platform and global customer base. This is a fantastic opportunity for an experienced, self-motivated support professional to play a key role in delivering exceptional customer experiences while developing their career within a fast-growing tech company. You’ll work cross-functionally with teams across the UK and the Philippines, helping customers get real value from our products.
What you’ll be doing:
- Deliver high-quality customer support via pre-booked calls, live chat, and email
- Onboard new customers and guide them in using the platform effectively
- Troubleshoot technical and product-related queries with clarity and confidence
- Build strong, trusted relationships with customers to drive engagement and retention
- Work to SLAs and KPIs, ensuring timely and effective resolution of enquiries
- Support day-to-day operational initiatives and contribute to support team projects
- Identify and implement improvements to processes and customer experience
- Collaborate closely with Customer Success, Product, Marketing, and Business Development teams
What we’re looking for:
Essential skills & experience:
- 2+ years in a customer support or front-line service role (SaaS preferred)
- Strong communication skills (written and verbal), with the ability to explain complex ideas simply
- Proven problem-solving ability and high attention to detail
- Experience supporting customers via video calls, live chat, and email
- Comfortable working independently in a fast-paced environment
- Strong time management and prioritisation skills
- Confident building rapport and trust with customers
- Technically capable, with experience using cloud-based tools (e.g. Google Workspace)
Desirable (but not essential):
- Experience in SEO or digital marketing support
- Familiarity with tools like Zendesk, Intercom, or similar
- Previous experience in a SaaS environment
Personal attributes:
- Positive, friendly, and professional approach
- Proactive, adaptable, and eager to learn
- Strong team player with excellent relationship-building skills
- Self-motivated with the ability to work autonomously
- Comfortable receiving and applying feedback
- Passionate about delivering a great customer experience
The Perks (The important details):
- Salary: Dependent on experience
- Performance-based bonus: Up to 20% of base salary (10% company performance + 10% team performance)
- Hybrid Working: 2 days a week in our Brighton office for full-time team members
- Holiday: 25 days + bank holidays + your birthday off!
- Duvet days: 3 duvet days per year
- Healthcare: Vitality Healthcare
- Learning & Development: £1000 per annum personal learning budget
Our commitment to inclusion:
At BrightLocal, we believe the best ideas come from diverse perspectives. We are proud to be an equal opportunity employer, and we are committed to building a team where everyone feels welcome, supported, and able to do their best work. When people feel they belong, great things happen. We strongly encourage applications from women and underrepresented groups in our industry. If this role excites you, but you do not meet every single requirement, we would still love to hear from you. Research shows that some people are less likely to apply unless they meet 100% of the criteria. Your experience, perspective, and potential matter more than ticking every box. We are open to flexible working arrangements and are happy to make reasonable adjustments at any stage of the recruitment process. If you need anything to feel comfortable and confident applying, just let us know. We are here to help.
Customer Support Executive in Brighton employer: BrightLocal Enterprise
BrightLocal is an exceptional employer that fosters a vibrant work culture, encouraging personal and professional growth within the fast-paced tech industry. With a commitment to inclusivity and diversity, employees benefit from a supportive environment, hybrid working options, and a generous learning budget, making it an ideal place for those looking to make a meaningful impact while enjoying a balanced work-life experience in the heart of Brighton.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Executive in Brighton
✨Tip Number 1
Get to know the company inside out! Research BrightLocal's values, products, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! Since you'll be delivering support via calls, live chat, and email, it’s crucial to articulate your thoughts clearly. Try role-playing with a friend or using mock scenarios to boost your confidence.
✨Tip Number 3
Show off your problem-solving skills! Prepare examples from your past experiences where you successfully resolved customer issues. This will demonstrate your ability to handle challenges effectively, which is key for a Customer Support Executive.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Customer Support Executive in Brighton
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Support Executive role. Highlight your relevant experience in customer support, especially in SaaS, and showcase how your skills align with what we’re looking for.
Show Off Your Communication Skills:Since strong communication is key for this role, use clear and concise language in your application. Don’t forget to demonstrate your ability to explain complex ideas simply – it’ll show us you can connect with our customers effectively.
Be Yourself:We love a positive and friendly approach! Let your personality shine through in your application. Share your passion for delivering great customer experiences and how you build rapport with customers.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at BrightLocal Enterprise
✨Know the Product Inside Out
Before your interview, make sure you understand BrightLocal's platform and how it benefits customers. Familiarise yourself with common customer queries and think about how you would address them. This will show that you're proactive and genuinely interested in helping customers.
✨Showcase Your Communication Skills
Since strong communication is key for this role, practice explaining complex ideas simply. You might want to prepare a few examples of how you've successfully communicated with customers in the past, whether through live chat, email, or video calls.
✨Demonstrate Problem-Solving Ability
Think of specific instances where you've resolved customer issues effectively. Be ready to discuss your thought process and the steps you took to troubleshoot problems. This will highlight your ability to handle challenges with confidence.
✨Emphasise Team Collaboration
BrightLocal values teamwork, so be prepared to talk about how you've worked cross-functionally in previous roles. Share examples of how you've collaborated with other teams to enhance customer experience or improve processes, showing that you're a team player.
