At a Glance
- Tasks: Help customers solve their queries via email and live chat, owning each case to resolution.
- Company: Join a dynamic team at Lupa, known for exceptional customer service.
- Benefits: Competitive salary, supportive work environment, and opportunities for personal growth.
- Other info: Work in-person at our vibrant Paddington HQ with a friendly and ambitious team.
- Why this job: Make a real difference by helping customers and improving support processes.
- Qualifications: Experience in customer support, excellent communication skills, and a proactive attitude.
The predicted salary is between 30000 - 40000 £ per year.
In this role, you will:
- Triage, investigate, and resolve customer support queries across email and live chat, owning each case through to resolution.
- Develop and maintain deep product knowledge, becoming the go-to expert for platform questions inside the team.
- Identify, document, and escalate recurring issues to Success and Product with clear context and evidence.
- Contribute to and maintain the internal knowledge base, writing documentation that reduces repeat queries.
- Represent Lupa at client events and in direct customer conversations with confidence and credibility.
- Monitor your response times, resolution rates, and CSAT scores, and actively look for ways to improve them.
Your background looks something like:
- Solid background in a customer support role ideally at a SaaS business or a consumer brand known for exceptional service.
- Excellent written communication, your responses are clear, concise, warm, and free of jargon.
- The organisational ability to manage multiple open cases simultaneously without letting anything slip.
- A proactive approach to product knowledge, you stay on top of new features and known issues without being reminded.
- Hands-on experience with Intercom, Zendesk, Freshdesk, or similar (nice to have).
- Some exposure to technical troubleshooting, reading logs, understanding API behaviour, working with engineering on bug reproduction (nice to have).
- Experience supporting customers in healthcare, veterinary, or a regulated industry (nice to have).
As a person, you:
- Take real pride in solving problems properly, not logging a ticket and moving on, but diagnosing, fixing, and explaining.
- Stay calm, clear, and constructive even when customers don’t.
- Have a genuine drive to improve the support function, not just maintain it.
- Are excited to work in-person from our Paddington, London HQ (or equivalent location).
- Value working with people who are kind, ambitious, and pragmatic.
What does success look like in 6 months?
- You can resolve any support query independently and know the product and internal processes inside out.
- You’re consistently hitting strong CSAT and resolution time metrics (SLAs).
- Your documentation contributions are saving the team real time every week.
Customer Support Associate employer: Lupa Pets
At Lupa, we pride ourselves on fostering a collaborative and supportive work environment where our Customer Support Associates can thrive. Located in the vibrant Paddington area of London, we offer competitive benefits, opportunities for professional growth, and a culture that values kindness and ambition. Join us to be part of a team that not only values exceptional service but also encourages innovation and personal development.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Associate
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Lupa Pets. 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 Lupa Pets 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 Associate
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 Lupa Pets:Your cover letter is your chance to shine! Tell us why you want to work at Lupa Pets 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 Lupa Pets!
How to prepare for a job interview at Lupa Pets
✨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.
