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For Companies At a Glance
- Tasks: Support users with queries, troubleshoot issues, and create engaging documentation.
- Company: Join a mission-driven team at iov42, focused on sustainable data sharing.
- Benefits: Enjoy competitive salary, generous leave, health insurance, and remote work options.
- Other info: Collaborative environment with opportunities for growth and learning.
- Why this job: Make a real impact in sustainability while developing your customer support skills.
- Qualifications: 2+ years in SaaS support, excellent communication, and a passion for sustainability.
The predicted salary is between 30000 - 40000 £ per year.
About Interu / iov42
Founded in Austria in 2016, iov42 was born out of a bold vision: to unlock the potential of secure, transparent, and trustworthy data sharing across the world’s most complex industries. Today, our team of experts spans 12 different nationalities and operates across Europe, bringing together a wealth of diverse perspectives and technical know-how to solve the unique challenges of our globalised economy.
About Interu:
We are passionate about the impact our product is making, especially in sectors like sustainable supply chain management and traceability. Our flagship application, Interu (interu.io), is enabling organisations to track forest risk commodities across their supply chains and meet sustainability targets and regulations. By doing so, we are helping combat deforestation and the illicit trade in commodity supplies. Designed for scalability, Interu supports an ever-growing number of supply chains and organisations, with the flexibility to onboard other industries and products seamlessly.
Overview
As we expand, we’re continuously looking for Customer Success Executive profiles to ensure our users receive prompt, accurate and empathetic support when using Interu. Reporting to the Head of Customer Success, you’ll act as the first point of contact for queries, providing guidance, troubleshooting issues, and coordinating responses with the Engineering and Product teams where required. Alongside this, you’ll create and maintain high-quality user resources, from Help Centre documentation to onboarding campaigns, and deliver training sessions to help customers and suppliers get the best from the platform.
We’re a small team located throughout Europe; however, this role will principally be located around our London team. When we’re looking for new team members, we’re not just looking for fantastic background experience; we are also looking for people that are mission-driven and that fit our ethos of being kind, curious and collaborative.
Key Responsibilities:
- User Support: ensure timely response and resolution of user queries by directly answering platform questions.
- Troubleshooting & Escalation: act as first responder for critical issues during UK business hours; escalate to Engineering and coordinate responses with users.
- Product Collaboration: capture, document and escalate product requests and feedback to the Product team, supporting roadmap development and continuous improvement.
- Performance: Monitor support performance metrics (e.g. response time, resolution rate, user satisfaction) and contribute to continuous improvement.
- Support Coverage Expansion: set up out-of-hours support provision (via an external partner) and eventually coordinate with them to ensure seamless global response.
- Documentation & Knowledge Base: create interactive documentation of each Interu feature and use case, publishing and maintaining content in the Help Centre.
- Product Updates & Communication: write and publish product update email campaigns aligned with new releases.
- Self-Serve & Automation: develop user self-service resources and automation (product tours, update posts, onboarding campaigns, AI chatbot…).
- Training: organise and conduct user training sessions (including supplier users) and, in time, deliver internal training to colleagues.
About you:
- 2+ years’ Customer or Technical Support experience in the SaaS industry, with a proven track record of resolving technical queries and supporting users.
- Excellent written and verbal communication skills, able to create high-quality interactive content for user enablement, English business fluency essential.
- Fluency in other languages is a plus, particularly Mandarin, Portuguese, German, French and Dutch.
- Self-motivated, proactive and pragmatic, with a problem-solving mindset and the ability to remain calm under pressure.
- Diligent, highly organised and attentive to detail, capable of managing multiple workstreams effectively.
- Curious about the product, eager to test and trial features to gain complete mastery.
- Strong pedagogy and patience when explaining concepts or delivering training, with empathy and a clear, customer-first attitude.
- Collaborative team player, comfortable working cross-functionally with Engineering, Product and Customer Success.
- Knowledge or experience of Intercom (or similar tools: CRM, support ticketing, or documentation platforms) would be a strong plus.
- Passion for environmental, climate, or sustainability issues, and a genuine interest in supporting organisations working towards positive impact.
Benefits:
- Competitive salary.
- 25 days paid leave plus paid public holidays.
- Enhanced pension scheme.
- Life and health insurance.
- Opportunity to work remotely 3 days/week and 2 days/week from our London WeWork office.
- A mission-driven environment where your work has real impact.
Customer Success Executive in City of London employer: Interu - built by iov42
Contact Detail:
Interu - built by iov42 Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Executive in City of London
✨Tip Number 1
Get to know the company inside out! Research iov42 and their mission to combat deforestation. This will help you connect your passion for sustainability with their goals during interviews.
✨Tip Number 2
Practice your communication skills! As a Customer Success Executive, you'll need to explain complex concepts clearly. Try role-playing common customer scenarios with a friend to build confidence.
✨Tip Number 3
Show off your problem-solving skills! Prepare examples of how you've tackled tough customer issues in the past. This will demonstrate your proactive mindset and ability to stay calm under pressure.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining our mission-driven team.
We think you need these skills to ace Customer Success Executive in City of London
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for sustainability and customer success shine through. We want to see that you’re not just looking for a job, but that you genuinely care about making a positive impact in the world.
Tailor Your Experience: Make sure to highlight your relevant experience in customer or technical support, especially in the SaaS industry. We love seeing how your background aligns with our mission and the specific responsibilities of the Customer Success Executive role.
Be Clear and Concise: In your written application, clarity is key! Use straightforward language and structure your thoughts well. This will not only showcase your communication skills but also make it easier for us to understand your qualifications.
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’re considered for the role. Plus, it shows you’re proactive and engaged with our company!
How to prepare for a job interview at Interu - built by iov42
✨Know the Product Inside Out
Before your interview, take some time to explore Interu and understand its features. Familiarise yourself with how it helps in sustainable supply chain management. This will not only show your genuine interest but also help you answer questions more effectively.
✨Showcase Your Communication Skills
As a Customer Success Executive, communication is key. Prepare examples of how you've successfully resolved user queries or delivered training sessions in the past. Highlight your ability to create clear, interactive content that empowers users.
✨Demonstrate Problem-Solving Abilities
Think of specific instances where you've tackled challenging customer issues. Be ready to discuss your approach to troubleshooting and how you remain calm under pressure. This will illustrate your proactive mindset and problem-solving skills.
✨Emphasise Your Team Spirit
Interu values collaboration, so be prepared to share experiences where you've worked cross-functionally. Discuss how you’ve partnered with engineering or product teams to enhance user experience, showcasing your ability to work well within a team.