At a Glance
- Tasks: Support customers via Live Chat, WhatsApp, and phone while solving issues and improving our platform.
- Company: Join a dynamic team at a growing tech company focused on customer experience.
- Benefits: Competitive salary, open PTO, generous holidays, and career growth opportunities.
- Other info: Hybrid role with in-office days in Central London and remote work flexibility.
- Why this job: Make a real impact by enhancing customer experiences and shaping our product.
- Qualifications: Experience in customer support, preferably with SaaS; strong communication and problem-solving skills.
The predicted salary is between 26000 - 30000 £ per year.
We have an exciting opportunity to join our growing Customer Experience team supporting our Slick platform as a Customer Support Specialist. This is not a scripted support role. You’ll spend your day helping customers via Live Chat, WhatsApp, and phone support, while also digging into bugs, reproducing issues and working closely with Product and Engineering to improve the platform.
Responsibilities
- Respond to all product queries from our customers via Live Chat in a timely manner.
- Escalate requests to Account Managers for training and assisted support for key feature activation.
- Escalate any bugs or issues to the Senior Support and Product Management team and relay updates as required to the affected customers using the correct channels and methods.
- Collate all feedback and product suggestions from customers, truly understanding their needs and requirements, and share them in the relevant channels.
- Work with the wider Customer Support and Product team on prioritising issues and feedback to deliver a great customer experience.
- Remain calm and collected under pressure to ensure the customer has the best experience.
- Prioritise tasks based on customer needs and ensure good communication for all levels of priority communications.
- Share the team's goals to achieve exceptional Intercom Customer Experience metrics: time to close, response times, CS score etc. to inform company strategy & priorities.
Qualifications
- Experience in a customer‑facing/support role with SaaS experience is a big benefit.
- Experience with Intercom / Slack is beneficial.
- Highly organised with an ability to switch quickly between tasks and problems.
- Desire to go the extra mile when helping both customers and your team.
- Ability to deliver results month in month out.
Desired Attributes
- Wants to properly understand how our product works and advise accordingly with exceptional product knowledge.
- Can investigate problems independently before escalating.
- Thinks beyond the immediate issue and considers the wider customer impact – what can we do NOW to help in future?
- Communicates clearly and openly with both customers and internal teams.
- Enjoys working collaboratively in a fast‑moving environment.
- Is empathetic, practical and solutions‑focused.
- The customer experience is always the focus and their resolution is always the end goal!
The salary range for this role is a base of £26,000 to £30,000 with an annual bonus target of £2,000. Pay is based on several factors including but not limited to education, work experience, certifications, internal equity, etc.
Compensation & Benefits
- Competitive salary and benefits.
- Open PTO and a generous paid holiday schedule.
- The opportunity to shape a company, product and strategy and become part of an awesome team who will always have your back.
- Career growth and mobility – ensuring you are always learning and growing.
How You Will Work
This is a hybrid UK‑based role with in‑office days on Wednesdays and Thursdays at our Central London office; remote workdays on Monday, Tuesday, and Friday.
Equal Opportunity Employment
DaySmart is committed to creating a diverse employee environment and is a proud equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, disability, age, or veteran status.
Customer Support Specialist (UK-Slick) employer: DaySmart Software, Inc.
Join DaySmart as a Customer Support Specialist and be part of a dynamic team dedicated to enhancing customer experiences on our innovative Slick platform. With a competitive salary, open PTO, and a commitment to employee growth, you'll thrive in a collaborative environment that values your input and encourages you to shape the future of our product. Enjoy the flexibility of a hybrid work model in the heart of Central London, where your contributions will directly impact our customers and company strategy.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Specialist (UK-Slick)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at DaySmart Software, Inc.. 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 DaySmart Software, Inc. 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 (UK-Slick)
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 DaySmart Software, Inc.:Your cover letter is your chance to shine! Tell us why you want to work at DaySmart Software, Inc. 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 DaySmart Software, Inc.!
How to prepare for a job interview at DaySmart Software, Inc.
✨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.
