Customer Support Executive

As a Customer Support Executive, you’ll be at the heart of Zinc’s user experience, ensuring every interaction leaves our customers feeling supported, reassured, and valued. You’ll be the first line of support, handling queries via live chat and email, and working behind the scenes to ensure background checks are completed smoothly and efficiently. Whether you’re troubleshooting an issue, guiding a user through the platform, or liaising with third‑party providers, your goal is simple: deliver an exceptional, frictionless experience.

At Zinc, no two days are the same; some days you’ll be deep in problem‑solving, other days you’ll be juggling multiple customer queries at speed. But at the core of it all? Creating meaningful, delightful experiences that make our users’ lives easier.

Key Qualities

• A natural problem solver – You enjoy breaking down complex issues into simple, actionable steps.
• A people‑first mindset – You know that support is more than just answering questions—it’s about creating experiences that build trust.
• Tech‑savvy – You’re comfortable navigating digital tools and helping others do the same.
• A strong written communicator – You can explain things clearly, concisely, and with warmth.
• Resilient & adaptable – You thrive in a fast‑moving environment where priorities can shift.
• Detail‑oriented – You take pride in accuracy and efficiency, ensuring your work is completed to a high standard.

Key Responsibilities

• Be the first line of support – Jump into action as the go‑to hero for user queries via live chat & email, ensuring swift, accurate, and helpful responses.
• Act as a voice of reassurance – Handle complex & sensitive customer queries with patience, empathy, and clarity, providing solutions that leave users feeling calm & confident.
• Own operational processes – Work behind the scenes to ensure candidates’ background checks are completed flawlessly & efficiently.
• Manage escalations with third‑party providers – Be the connector, working with external partners to resolve missing information or issues while keeping users in the loop every step of the way.
• Champion speed & delight – Keep Zinc ahead of the game by meeting SLAs, all while delivering a seamless, warm, and WOW‑worthy experience.
• Identify improvements – Keep a keen eye on recurring issues and collaborate with the team to streamline and enhance support processes.
• Deliver meaningful interactions – Go beyond just solving problems, making every user feel heard, valued, and empowered to succeed.

Skills, Knowledge and Expertise

• High Emotional Intelligence – You’re able to give and receive feedback with honesty and care & understand customer needs to respond thoughtfully.
• Clear Communicator – Strong short‑form writing skills are essential for quick, concise messaging.
• Adaptable – Comfortable switching tones and approaches depending on the audience and working in a dynamic company.
• Thrive Under Pressure – You stay focused and effective in a dynamic, fast‑paced environment.
• Organisation – Ability to stay on top of different software, tabs, and incoming queries.
• Time Management – Skill in prioritising large volumes of customer queries efficiently.
• Technical Proficiency – Ability to adapt to and operate different software systems.
• Data Management – Accurately enter data and update dashboards to keep information correct and on track.

What we offer

• 24 days holiday + Bank Holidays + your birthday off.
• £1200 annual benefits allowance (ThanksBen, from month 2).
• Early finish Fridays (16:00).
• Yearly company retreat to Serbia.
• Enhanced Maternity, Paternity, and Adoption Leave (2 months full pay, then statutory).
• Statutory pension with NEST (3% employer, 5% employee).
• Zinc shares, issued through the EMI Scheme.
• Unlimited access to MoreHappi coaching.
• Company socials, quarterly team socials.
• Free Monday lunches.
• Nursery workplace benefit scheme (Yellownest).
• Option to lease an electric car through Electric Car Scheme.
• Celebrated Zinc anniversaries.