At a Glance
- Tasks: Support customers via Live Chat, WhatsApp, and phone while solving software issues.
- Company: Join Slick, a DaySmart company, transforming the beauty industry with tech.
- Benefits: Competitive salary, open PTO, free breakfast, and a fun office culture.
- Other info: Hybrid role with in-office days in Central London and remote work flexibility.
- Why this job: Be part of a passionate team changing how salons operate with innovative solutions.
- Qualifications: Customer support experience, problem-solving skills, and a desire to help others.
The predicted salary is between 26000 - 30000 £ per year.
At Slick, a DaySmart company, we've built a smart booking platform and digital business partner for salons and barbers that is revolutionising how industry professionals interact with technology to improve their workflow and enhance their customers’ experience. Today, 65% of salons still use pen & paper to run their business and only 10% of bookings are made online. The beauty sector has yet to be transformed by technology and it is our mission to change that.
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. We’re looking for someone who enjoys problem solving, investigating issues and understanding how software behaves under the hood. 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. This is a hybrid, UK-based position — you'll be in our Central London office on Wednesdays and Thursdays and remote the rest of the week.
Inbound Queries
- 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.
Feedback
- Collate all feedback and product suggestions from customers by truly understanding their needs and requirements and share in the relevant channels.
- Work with the wider Customer Support and Product team on prioritising issues and feedback to deliver a great customer experience.
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.
What We Are Looking For
- 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.
- Good attention to detail.
- Desire to go the extra mile when helping both your customers and your team.
- Ability to deliver results month in month out!
We’d Love Someone Who
- 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.
- Communicates clearly and openly with both customers and internal teams.
- Enjoys working collaboratively in a fast‑moving environment.
- Is empathetic, practical and solutions‑focused.
Salary
The salary range for this role is a base of £26,000 to £30,000 with an annual bonus target of £2,000.
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, Tuesdays, and Fridays.
What We Offer
- 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.
- Career growth and mobility – ensuring you are always learning and growing.
Your safety is important to us! Please note that any legitimate communication regarding your application will come either from an official DaySmart email address or directly through our Applicant Tracking System.
Equal Opportunity Employer
DaySmart is committed to creating a diverse employee environment and is a proud equal opportunity employer.
Customer Support Specialist (UK-Slick) in London employer: DaySmart
At Slick, a DaySmart company, we pride ourselves on fostering a vibrant and inclusive work culture that encourages collaboration and innovation. Our Central London office is designed for teamwork, offering perks like free breakfast and pizza Thursdays, while our hybrid work model ensures flexibility and work-life balance. With a focus on employee growth and a commitment to transforming the beauty industry through technology, we provide a dynamic environment where passionate individuals can thrive and make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Specialist (UK-Slick) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at DaySmart. 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 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) in London
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:Your cover letter is your chance to shine! Tell us why you want to work at DaySmart 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!
How to prepare for a job interview at DaySmart
✨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.
