Customer Support Executive - Job opportunity
WORK AT CHASER

Customer Support Executive

£26,000 OTE

Chaser-Chaser Customer Support Executive-100

As the Customer Support Executive you will be responsible for supporting Chaser prospects, customers and partners. You love helping customers and are comfortable with technical SaaS solutions. Attention to detail, strong communication skills, and a customer-centric orientation are required. This is a rare opportunity to join a fast-growing company with an open and collaborative work environment. Reporting into the Customer Success Manager, you will be working closely with all stakeholders.

You have an entrepreneurial and empathetic mindset that propels you to commit to delving deep into the user experience, the challenges they face and how to improve the experience. You’ll be proactive in your approach to the role, as well as reactive to problems that require solving. You'll also come with strong collaboration skills, with the ability to document and articulate challenges that our customers are facing - whilst also using product feedback softwares to ensure we’re capturing everything we need and want to continue to best serve our customers.

 


 

What the job involves: 

  • You'll be responsible not only for the day to day handling of all incoming customer queries but also have the chance to work closely with our team onboarding new customers, when time permits.
  • To be successful as a Customer Support Executive, you should display excellent technical skills as well as outstanding interpersonal and communication skills.
  • Be the first point of contact for customers seeking technical assistance over the phone or email.
  • Be available from 9 AM to 5 PM (UK time) to handle all support queries that come through a range of channels (chatbot, email, web form) using various types of communication (email, live chat or telephone/meeting) in a timely manner
  • Build and maintain meaningful relationships with new customers to deliver outstanding customer service and to make sure that they are not only supported, but also fully aware of the additional services that we have to offer. 
  • Not only provide support, but where reasonable providing ‘best practice’ guidance to customers of their usage of Chaser. 
  • Collect product feedback from customers and free trialists and share it with the relevant teams, managing communication of the request through to completion and communicating product changes to the customer.
  • Improve the support we provide to customers by offering ideas on how we can improve our service and product 
  • Liaise with our development team for escalated issues, managing them through a ticketing system and prioritisation queue. 
  • Keep up-to-date with product changes and improvements. 
  • Manage any issues relating to customer billing and invoices. 
  • Record events and problems and their resolution in logs
  • Work on projects to improve and define our Onboarding processes and resources 
  • Develop a deep understanding of the accounting industry and its future

You will be measured on: 

  • NPS 
  • First response time of tickets during working hours
  • Net retention rate
  • Average ticket time resolution

Requirements:

  • You're a graduate, ideally with a finance, business management or communications degree, or have some work experience in a similar field
  • You have had some experience in customer-facing roles (e.g maybe you worked in a shop at the weekend!)
  • You can deliver confident training sessions or demos (through 1-2-1 client sessions, weekly webinars, and other methods) which educate and enable new users,
  • You can  maintain meaningful relationships with new customers to deliver outstanding customer service and to make sure that they are not only ‘onboarded’, but also fully aware of the additional services that we have to offer. 

Software and systems you can expect to (learn and) use: 

  • Google Sheets, GSuite
  • Microsoft Excel 
  • Hubspot CRM 
  • Hubspot Service Hub
  • UserIQ 
  • ProductBoard 
  • ChargeBee and Stripe (billing & subscription management platforms) 
  • Jira 

On your first day, we'll expect you to have:

  • A graduate or 2-3+ years of onboarding or customer support experience in a high growth software product organisation
  • Charismatic, driven and results-driven
  • You are passionate about helping people succeed
  • You take initiative and enjoy proactively solving problems
  • Highly personable, you have the ability to generate excitement and motivation in customers
  • You have strong commercial acumen, spotting growth opportunities and taking the initiative to act on them
  • Understanding of Excel / Google Sheets, and being able to do some basic spreadsheet manipulation.
  • Your verbal and written communication skills are second-to-none and you are able to simplify explanations of technical features
  • You are digitally proficient and able to understand the software and its potential 
  • You have exceptional organisational skills with a keen eye and complete all tasks to the highest standard

The culture we’ve created, the culture you’ll be joining 

We believe culture is the single most important component to our success. Although a small (but growing) business, we try our hardest to make sure that our staff feel rewarded, valued and supported. Here are a few of the things we’ve done this year to help build a great culture. 

  • Work from home. 
  • 25 days annual leave, plus national holidays
  • We believe in celebrations so you get your birthday as a day off :-) 
  • A bonus for every year at Chaser: 1 year - £100, 2 years - £200, 3 years - £300, etc. 
  • NEST pension scheme, and employee share options 
  • Company gift boxes! 
  • Music gives us energy, but also brings us calm when it’s needed - so to bring the best of both worlds we pay our staff's Spotify subscriptions. 
  • Finally, we believe that you deserve a life full of energy and well-being - so we’ve signed up to Juno, a workplace support programme that provides health and wellbeing benefits. Whether that’s a wetsuit to open water swim in, or a subscription for Hello Fresh - we’ve got it covered! 
  • Regular team staff outings; this year we went ice skating, dart throwing and played crazy golf, as well as had a few team lunches! 
  • We believe in rewarding the team. In 2021, we did the following for the company for meeting revenue targets: 
    • Christmas shutdown in 2021 - as a reward and as a thank you for achieving all the milestones we set out in 2021. We felt it important to let our staff recharge their batteries. 
    • Half day Fridays in the summer of 2021 - we know how short the summer is in the UK, so we set goals that if achieved, would give staff Friday afternoons off throughout August. 

The team you’ll be joining

We believe in a world where all businesses have the confidence that they will get paid for their work. We’re an international team all focused on making a huge difference in credit control so we have lots of ideas and are incredibly driven. We support and care about each other, are incredibly honest with our feedback and work together to achieve our weekly targets. There’s no room for egos, the only agenda is making sure everything we do is to the best of our abilities and we smash our team targets!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.


 

Apply now

Or email your CV to jobs@chaserhq.com