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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 tech company focused on sustainability and transparency.
- Benefits: Competitive salary, 25 days leave, private healthcare, and remote work options.
- Other info: Collaborative team culture with opportunities for personal and professional growth.
- Why this job: Make a real impact in combating deforestation and supporting sustainable supply chains.
- Qualifications: 2+ years in customer support, excellent communication skills, and a passion for sustainability.
The predicted salary is between 36000 - 60000 £ per year.
Customer Success Executive
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 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
✨Tip Number 1
Get to know the company inside out! Research iov42 and its product, Interu, so you can speak confidently about how your skills align with their mission. This shows you're genuinely interested and not just another applicant.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. A friendly chat can sometimes lead to insider tips or even a referral, which can give you a leg up in the hiring process.
✨Tip Number 3
Prepare for the interview by practising common questions related to customer success and technical support. Think about specific examples from your past experience that showcase your problem-solving skills and customer-first attitude.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your enthusiasm for the role can leave a lasting impression. Plus, it shows you’re proactive and genuinely interested in joining the team.
We think you need these skills to ace Customer Success Executive
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 with our product, Interu.
Tailor Your Experience: Make sure to highlight your relevant experience in customer or technical support, especially in the SaaS industry. We’re looking for specific examples of how you’ve resolved queries and supported users, so don’t hold back on the details!
Communicate Clearly: Your written communication skills are key for this role. Use clear and concise language in your application, and showcase your ability to create high-quality content. Remember, we value empathy and clarity, so let that reflect in your writing.
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 keen to join our team!
How to prepare for a job interview at Interu - built by iov42
✨Know the Product Inside Out
Before your interview, make sure you understand Interu and its impact on sustainable supply chain management. Familiarise yourself with its features and how it helps combat deforestation. This will show your genuine interest in the product and its mission.
✨Showcase Your Customer Support Skills
Prepare examples from your past experience where you've successfully resolved customer queries or technical issues. Highlight your problem-solving mindset and how you remained calm under pressure. This will demonstrate that you're ready to handle user support effectively.
✨Communicate Clearly and Confidently
Practice articulating your thoughts clearly, especially when discussing complex topics. Since the role requires creating high-quality documentation and training resources, showcasing your excellent written and verbal communication skills during the interview is crucial.
✨Emphasise Your Collaborative Spirit
Be ready to discuss how you've worked cross-functionally in previous roles. Share examples of how you've collaborated with different teams, like Engineering or Product, to improve user experiences. This aligns perfectly with the ethos of being kind, curious, and collaborative.