At Trustpilot, we're on an incredible journey. We're a profitable, high-growth FTSE-250 company with a big vision: to become the universal symbol of trust. We run the world's largest open customer review platform, and while we've come a long way, there's still so much exciting work to do. Come join us at the heart of trust!
To support Trustpilot’s rapid expansion, we’re looking for a skilled and service-minded Business Support Agent to join our team in London.
Every month more than 1.5 million new reviews are posted on Trustpilot for one of the thousands of businesses in our review community. It’s no exaggeration to say that we’re growing at lightning speed. Every single day Trustpilot enables consumers to choose with confidence while enabling companies to grow their businesses. Behind our global growth is a motivated, international team working in a thriving, fun, vibrant environment. Does this sound like your kind of workplace?
Providing support to our customers through all available support channels such as chat, phone, email, and other various communication platforms. You will work closely with sales and account managers to build working relationships and continue knowledge sharing. The support team is often the most common way our customers interact with us, providing high-quality support to both customers and reviewers.
What you'll be doing:
- Provide support to companies and our community by email, chat, and phone to assist implementation and troubleshooting of our product in English
- Monitor incoming email alerts to the Helpdesk system and access the system frequently to ensure that any open tasks are acknowledged and responded to
- Assist our customers with any technical issues that are preventing them from setting up / using our services.
- Build and maintain “best practices” and self-service guides enabling customers to solve future issues
- Work closely with New Business, Customer Success, and Product teams to ensure the best service for customers
- Work quickly and efficiently to ensure all customers and consumers receive support promptly
- Be comfortable with both B2B and B2C support and familiar with tools such as Zendesk, Salesforce, Slack, Jira, and eCommerce solutions.
- Provide effective teamwork with Support Agents on a global plan
Who you are:
- Fluent in spoken and written English
- Ability to independently stay organized and maintain a high workload
- Ability to remain balanced and professional while communicating
- Capacity to explain new concepts and provide training on products to other team members
- Advantage to have Experienced in customer support within digital commerce
- Basic understanding of e-commerce and SaaS products
- Ability to provide a high level of service and deliver a consistent performance against KPIs
- Advantage to have Salesforce experience and knowledge about Frontend technology and e-commerce concepts
What’s in it for you:
- A range of flexible working options to dedicate time to what matters to you
- Competitive compensation package + bonus
- 25 days holiday per year, increasing to 28 days after 2 years of employment
- Two (paid) volunteering days a year to spend your time giving back to the causes that matter to you and your community
- Rich learning and development opportunities are supported through the Trustpilot Academy and Blinkist
- Pension and life insurance
- Health cash plan, online GP, 24/7, Employee Assistance Plan
- Full access to Headspace, a popular mindfulness app to promote positive mental health
- Paid parental leave
- Season ticket loan and a cycle-to-work scheme
- Central office location complete with table tennis, a gaming corner, coffee bars and all the snacks and refreshments you can ask for
- Regular opportunities to connect and get to know your fellow Trusties, including company-wide celebrations and events, ERG activities, and team socials.
- Access to over 4,000 deals and discounts on things like travel, electronics, fashion, fitness, cinema discounts, and more.
- Independent financial advice and free standard professional mortgage broker advice
- Talent acceleration programs: Fast-track your career with our tailored development programs designed to support growth at whatever stage of your career
Still not sure?
We want to be a part of creating a more diverse, equitable, and inclusive world of work for all. We’re excited to hear about your experiences along with how you will contribute to our working culture. Even if you don’t feel you meet all the requirements, we'd still really like to hear from you!
#LI-Hybrid #LI-RS1
Business Support Agent in London employer: Trustpilot
Trustpilot is an exceptional employer, offering a vibrant work culture that prioritises collaboration and innovation within the Trust and Safety department. With flexible working options, competitive compensation, and rich learning opportunities through the Trustpilot Academy, employees are empowered to grow and thrive in their careers. The central London location fosters a dynamic environment, complete with engaging office amenities and regular team events, making it an ideal place for those seeking meaningful and rewarding employment.
