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- Tasks: Be the go-to person for US customer queries and support on our platform.
- Company: Join YunoJuno, a leader in redefining the freelance workforce with innovative technology.
- Benefits: Enjoy perks like a MacBook, birthday off, healthcare, and a company pension scheme.
- Why this job: Make an impact by helping clients and freelancers while growing in a vibrant tech environment.
- Qualifications: Experience in customer support is essential; strong communication and tech-savvy skills are a plus.
- Other info: Work hours are Monday to Friday, 5pm to 9pm, perfect for students or side hustlers.
About us: YunoJuno powers The Future of Work. What started as a platform to connect the best freelancers with forward-thinking companies has now redefined how businesses source and manage their entire contingent workforce. Whether it’s building a new department at a creative startup or building an enterprise solution for the world’s largest communications network, we use technology to power the freelance revolution.
** Please note the working hours for this role are Monday - Friday 5pm - 9pm**
About the role: As an experienced Platform Success Executive, you play a critical role within YunoJuno as you will be the first point of contact for any queries from our US customers. You’ll have an energetic, can-do attitude and be comfortable with the following responsibilities:
- Managing platform customer support and compliance queries for clients and freelancers through “Intercom” via email or live chat.
- Support the Platform Success Manager in the daily management of the platform success team, ensuring performance metrics and quality assurance are consistently achieved.
- Adhere to our response time and CSAT (Customer Satisfaction) SLA’s (Service Level Agreements) to ensure a high standard of customer service.
- Helping to improve the product, by communicating user experiences/suggestions to the product team.
- Troubleshooting and providing technical support to users with product and service issues.
- Following up complex customer enquiries to confirm resolution.
- Escalating inquiries to the appropriate team, when necessary.
- Assisting with onboarding, off-boarding and supporting freelancers for our key accounts.
Requirements:
- Prior experience in customer support/customer service is key.
- Proven experience in handling and supporting with daily reporting on KPIs, quality assurance and overall team performance.
- Desirable experience with using intercom or Zendesk.
- Proven experience managing customer queries via different platforms and channels.
- Proven track record to adhere to SLAs.
- A great communicator, with excellent writing skills.
- Desirable but not essential experience dealing with compliance queries and working closely with compliance teams in the Human Resources industry; such as right to work, IR35 or worker classification.
- Friendly, and passionate about helping people and problem solving.
- Quick learner, who’s interested in learning more about the digital landscape.
- Someone who’s tech savvy, able to work with backend system, and assist the community with technical problems.
Interview Process:
- Discovery Call - with Talent Partner
- 1st Stage - with Laura Perez (Platform Success Manager)
- 2nd Stage - Laura Perez & Cindy Rullen (Technical Task)
- Final Stage - Akua Appiah-Ampofo (HR)
Why YunoJuno: Aside from our people, culture, and mission, there are a variety of additional benefits that help make YJ a great place to work! Benefits include:
- MacBook
- 25 Annual Allowance + Bank Holidays
- Birthday Off & Birthday Voucher
- Company Pension Scheme
- Healthcare Insurance with Vitality (upon completion of probation)
- Free Eye Test
- Cycle to work
- Plus many more!
Where to from here: At YunoJuno we value diversity and believe that teams with diverse backgrounds, experiences, and identities are the strongest. We welcome applicants from all walks of life and encourage those with alternative identities, backgrounds, and experiences to apply for our vacancies. Our commitment to fairness and accessibility is reflected in our hiring process. We are happy to accommodate any requests to meet your requirements during the hiring process. We strive to ensure all candidates have equal opportunities to succeed.
Platform Success Executive - US hours (5pm - 9pm) employer: YunoJuno
Contact Detail:
YunoJuno Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Platform Success Executive - US hours (5pm - 9pm)
✨Tip Number 1
Familiarise yourself with YunoJuno's platform and services. Understanding how the platform operates and the common queries users might have will help you demonstrate your knowledge during interviews, showing that you're proactive and genuinely interested in the role.
✨Tip Number 2
Brush up on your customer service skills, especially in handling technical issues. Since you'll be providing support via Intercom, practice troubleshooting common problems and think of ways to communicate solutions clearly and effectively.
✨Tip Number 3
Prepare for the interview by thinking about your past experiences with KPIs and quality assurance. Be ready to discuss specific examples of how you've met or exceeded performance metrics in previous roles, as this will highlight your suitability for the position.
✨Tip Number 4
Since the role requires a friendly and problem-solving attitude, consider preparing some scenarios where you successfully resolved customer issues. This will not only showcase your skills but also align with YunoJuno's mission of providing excellent customer service.
We think you need these skills to ace Platform Success Executive - US hours (5pm - 9pm)
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the responsibilities and requirements of the Platform Success Executive position. Tailor your application to highlight relevant experience in customer support and communication skills.
Highlight Relevant Experience: In your CV and cover letter, emphasise any prior experience in customer service, particularly with platforms like Intercom or Zendesk. Mention specific examples of how you've managed customer queries and adhered to SLAs.
Showcase Your Communication Skills: Since excellent writing skills are crucial for this role, ensure your application is well-written and free of errors. Use clear and concise language to demonstrate your ability to communicate effectively.
Express Your Passion: Convey your enthusiasm for helping people and problem-solving in your application. Share any personal experiences that reflect your friendly attitude and willingness to assist others, as this aligns with YunoJuno's values.
How to prepare for a job interview at YunoJuno
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Platform Success Executive. Familiarise yourself with customer support processes, compliance queries, and the tools mentioned in the job description, like Intercom or Zendesk.
✨Showcase Your Communication Skills
As a key communicator for US customers, it's essential to demonstrate your excellent writing and verbal skills during the interview. Be prepared to discuss how you've effectively handled customer queries in the past.
✨Prepare for Technical Questions
Since the role involves troubleshooting and providing technical support, brush up on common technical issues related to platforms. Be ready to explain how you would approach resolving these problems.
✨Highlight Your Customer-Centric Approach
YunoJuno values a friendly and passionate attitude towards helping people. Share examples from your previous experience where you went above and beyond to ensure customer satisfaction and adherence to SLAs.
