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For Companies At a Glance
- Tasks: Drive customer satisfaction and loyalty through seamless interactions and problem-solving.
- Company: Join PortSwigger, creators of Burp Suite, a leader in web security testing.
- Benefits: Enjoy excellent salaries, 8% pension contribution, private medical insurance, and flexible working hours.
- Why this job: Be the voice of the customer and influence product experiences in a dynamic tech environment.
- Qualifications: Bachelor's degree, 2-3 years in customer-facing roles, strong data analysis skills, and excellent communication.
- Other info: Work in a diverse team that values collaboration and continuous learning.
The predicted salary is between 28800 - 48000 £ per year.
An exciting growth opportunity to drive customer satisfaction and loyalty in a fast-growing, high-impact technology business. We make Burp Suite, the world's most widely used software for web security testing. Our cutting-edge software is used by over 80,000 customers in 163 countries to help them secure their web applications, and our educational and research output is used by millions of people globally to learn about web security.
Humans aren't resources. PortSwigger is its people; they aren't just a means to the company's ends. We are minutes from the M6, and easily commutable from Manchester, Stockport, Wilmslow, Warrington, Chester, Crewe, Macclesfield, and Northwich.
Salary: We pay excellent salaries above the normal market level, and this is always determined based on your individual skills and contribution.
Benefits: Excellent salaries, 8% employer pension contribution and many more. More information on our benefits can be seen here.
Income protection: full pay for first 6 months of incapacity followed by 75% of salary plus pension contribution.
Private medical insurance: (Bupa).
Working hours: Core hours are 9am to 5pm, with flexibility to start any time between 8am and 9.30am.
Join us in leading customer-focused initiatives and shaping experiences that leave lasting impressions. Here's your chance to influence how our customers interact with our products and help them unlock their full potential.
About you
You're passionate about the customer experience. You enjoy problem-solving, identifying opportunities to make improvements across people, processes and systems, supporting the customer at each interaction, whilst balancing empathy with efficiency. If you're the kind of person who loves collaborating with others to bring ideas to life, you have a curious mind that likes a challenge, and you see feedback as an opportunity to grow, this is the role for you!
You enjoy interacting directly with customers, understanding their needs, and tailoring your approach to exceed expectations. You're not afraid of taking ownership and you collaborate across teams to get things done. You're a problem-solver always finding effective solutions that turn challenges into opportunities. You can focus on the small details whilst being able to see the bigger picture. In your spare time, you love staying up-to-date with the latest tech trends and constantly look for ways to develop your skills and knowledge. You need a role where your passion for customer service and your desire for continuous learning are met with opportunities to lead and grow.
Key responsibilities
- Working in the Customer Experience team, your goal is to make every interaction our customers have, as seamless and effective as possible. You will be the voice of the customer, working across departments to ensure we are delivering on our promise of exceptional service.
- Respond to inbound customer enquiries with efficiency, providing helpful solutions that leave customers feeling supported and satisfied.
- Enhance the customer experience by identifying opportunities to improve touchpoints and overall customer satisfaction.
- Lead customer feedback initiatives, turning insights into actions that drive product and service improvements.
- Collaborate across teams, from product to marketing, ensuring that customer feedback informs strategy and decision-making.
- Support customer growth by helping them find the best solutions and ensure they are using our products to their full potential.
- Develop new processes that streamline customer interactions, leveraging technology and automation where appropriate.
Essential skills/experience
- Bachelor's degree 2:1 or higher.
- Strong skills in data analysis to make data-driven decisions.
- 2-3 years experience working in a customer-facing role, demonstrating the ability to deliver customer-centric support.
- Proven ability to empathize with customers and support their requirements.
- Excellent communication and collaboration skills, with experience working across teams.
- Strong organizational skills, with the ability to prioritize tasks, work with urgency and drive projects to completion.
- Familiarity with cybersecurity or a background in tech would be a plus.
- Previous experience in project management.
- Experience in handling complex customer accounts.
- Experience using Salesforce or similar CRM platforms to manage customer data and interactions.
Rewards and benefits
We firmly believe in paying people what they're worth, not just what we can get away with or what they could earn elsewhere. We pay excellent salaries above the normal market level which is always determined based on individual skills and contribution. 95% of our people report themselves as mostly or completely satisfied with their salaries and benefits. In addition to a generous base salary, we offer share options and a comprehensive benefits package. We are a diverse group of people with a wide range of interests and backgrounds. What Swiggers have in common is that they all love their work and are exceptionally good at what they do.
Customer Experience employer: PortSwigger Ltd
Contact Detail:
PortSwigger Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience
✨Tip Number 1
Familiarise yourself with Burp Suite and its features. Understanding the product inside out will not only help you in customer interactions but also demonstrate your genuine interest in the role during interviews.
✨Tip Number 2
Engage with the cybersecurity community online. Join forums or social media groups related to web security to stay updated on trends and challenges, which can provide valuable insights for your role in customer experience.
✨Tip Number 3
Prepare to discuss specific examples of how you've improved customer experiences in previous roles. Highlighting your problem-solving skills and ability to collaborate across teams will resonate well with the hiring team.
✨Tip Number 4
Showcase your data analysis skills by being ready to discuss how you've used data to drive decisions in past positions. This aligns perfectly with the role's emphasis on making data-driven improvements to customer satisfaction.
We think you need these skills to ace Customer Experience
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer-facing roles. Emphasise your problem-solving skills and any experience you have with data analysis, as these are crucial for the Customer Experience position.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your desire to improve customer experiences. Use specific examples from your past roles to demonstrate how you've successfully supported customers and collaborated across teams.
Showcase Relevant Skills: Highlight your communication and organisational skills in your application. Mention any familiarity with CRM platforms like Salesforce, as well as your ability to empathise with customers and handle complex accounts.
Research the Company: Familiarise yourself with PortSwigger and their products, especially Burp Suite. Understanding their mission and values will help you align your application with what they are looking for in a candidate.
How to prepare for a job interview at PortSwigger Ltd
✨Show Your Passion for Customer Experience
Make sure to express your enthusiasm for customer service during the interview. Share specific examples of how you've gone above and beyond to support customers in previous roles, as this will demonstrate your commitment to enhancing customer satisfaction.
✨Prepare for Problem-Solving Scenarios
Expect to be asked about how you would handle various customer-related challenges. Prepare by thinking through potential scenarios and your approach to resolving them, highlighting your problem-solving skills and ability to empathise with customers.
✨Familiarise Yourself with the Company’s Products
Take the time to learn about Burp Suite and its features before the interview. Understanding the product will allow you to speak confidently about how you can help customers maximise their use of it, showing that you're proactive and genuinely interested in the role.
✨Highlight Your Data Analysis Skills
Since the role requires strong data analysis skills, be prepared to discuss your experience with data-driven decision-making. Bring examples of how you've used data to improve customer experiences or processes in past positions, showcasing your analytical mindset.
