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For Companies At a Glance
- Tasks: Support users with queries, troubleshoot issues, and create helpful resources.
- Company: Join a mission-driven team at iov42, focused on sustainability and data sharing.
- Benefits: Enjoy competitive salary, 25 days leave, remote work options, and health insurance.
- Other info: Collaborative environment with opportunities for growth and learning.
- Why this job: Make a real impact in combating deforestation while helping users succeed.
- Qualifications: 2+ years in customer support, excellent communication skills, 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 Slough 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 Slough
✨Tip Number 1
Network like a pro! Reach out to current employees at iov42 or similar companies on LinkedIn. A friendly chat can give you insider info and might even lead to a referral!
✨Tip Number 2
Prepare for the interview by understanding their product, Interu. Dive into their website, explore user resources, and get familiar with how it helps combat deforestation. Show them you're genuinely interested!
✨Tip Number 3
Practice your communication skills! As a Customer Success Executive, you'll need to convey complex ideas simply. Try explaining Interu's features to a friend or family member to sharpen your delivery.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take that extra step to connect directly with us.
We think you need these skills to ace Customer Success Executive in Slough
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: Your written communication skills are key! Keep your application clear and to the point, showcasing your ability to create high-quality content. Remember, we appreciate a well-structured application that’s easy to read.
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 Interu - built by iov42
✨Know the Product Inside Out
Before your interview, take the time to explore Interu's platform thoroughly. Familiarise yourself with its features and how it supports sustainable supply chain management. This will not only show your genuine interest but also help you answer questions more effectively.
✨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 is crucial for a role that requires empathy and prompt support.
✨Demonstrate Your Communication Skills
Since you'll be creating user resources and conducting training sessions, practice articulating complex concepts in simple terms. Bring along samples of any documentation or content you've created in the past to showcase your writing skills.
✨Align with Their Mission
Research iov42’s mission and values, especially their focus on sustainability and combating deforestation. Be ready to discuss why these issues matter to you and how you can contribute to their goals. This will help you stand out as a mission-driven candidate.