ВеликобританияSenior Customer Support Executive, 6 month FTC (Remote in UK)
вчера
ВеликобританияSeniorRemote
Customer Support Executive role at supporting a global B2B diamond and gemstone marketplace with remote work in the UK.
О компании
- is a rapidly scaling global B2B diamond and gemstone marketplace connecting jewellery retailers with competitive, high-quality suppliers worldwide. Processing $300M+ in annual transactions and operating across multiple regions, is transforming a $350B industry that has historically been slow to modernise.
- Our platform gives businesses of all sizes, from independent jewellers to major retail chains access to the world's best diamond and gemstone inventory, without the traditional barriers of capital, geography, or information asymmetry.
- Diamond and gemstone trading has long been plagued by inefficiency, opacity, and exclusivity. was built to change that - to democratise access and empower every business, regardless of size or location, to buy and sell with confidence. Independent jewellers are at the heart of this mission. They deserve the same access to quality, pricing, and selection as the biggest players in the industry. That's exactly what we give them.
Обязанности
- As a Senior Customer Support Executive at , you'll play a vital role in ensuring our customers have a seamless journey with . Your main responsibilities include answering customer inquiries via live chat, WhatsApp, and email, handling day-to-day client issues related to logistics, orders, website bugs, and serving as the voice of the customer internally. In addition to delivering exceptional customer support, you'll help onboard and train new joiners, provide guidance and coaching to colleagues, handle complex customer escalations, and assist with the day-to-day operations. Collaboration with all departments is key, making you the glue that binds our organisation together.
- If you are a problem solver, with a customer-centric approach to your work, this is an opportunity to make a real impact in a rapidly evolving industry.
Требования
- If after reading this job description you believe this is not the best fit for you, we'd encourage you to join our Talent Pool so we can keep you in mind as new roles open up.
Условия
- At , we believe that employees today want to evolve in a collaborative, high-growth environment where they can demonstrate their abilities and thrive both professionally and personally. We work to create a culture of empowerment, continuous learning, and growth where everyone can bring their expertise, own projects, and easily measure their impact. Dynamic working environment in a rapidly growing company. Enjoy a pleasant, low-hierarchy work environment. Engage in intellectually challenging work that contributes significantly to 's success and scalability.
- 🕰️ A vibrant company culture
- 💻 Remote work
- 🧠 Plenty of opportunities for growth and learning
- 🏖️ Unlimited holiday allowance
- 🚀 Chance to join and contribute to a company during its exponential expansion phase
Другое
- Location: Remote in UK
- Working schedule: Mon - Fri, 9am - 6pm (GMT)
- Contract type: 6 months FTC. Immediate start required.
- Our Customer Support team is the heartbeat of 's mission. We're highly attentive, customer-obsessed agents distributed across 8+ countries, dedicated to delivering exceptional service and seamless experiences 24/7 via live chat, phone, WhatsApp, and email. This is a team that thrives on responsiveness, continuous improvement, and deep cross-functional collaboration to solve personalised, nuanced needs of retailers across several regions.
- Focus on resolving customer issues and ensuring swift response times, making customer satisfaction a top priority.
- Adapt to constant changes in our fast-paced, scale-up environment, and staying ahead of the curve with new product releases enabling you to deliver the best possible experience to our valued clients.
- You will be measured through team KPIs, including resolution time and response time. In addition, you'll have the autonomy to set your own KPIs, giving you the freedom to drive your personal and team growth.
- You’ll be working together with other teams in the business to tackle root causes of customer issues.
- Answer customer inquiries via live chat, WhatsApp, and email, handling day-to-day client issues.
- Support the growth and success of the team by onboarding and training new joiners
- Coach colleagues and handle challenging case escalations.
- Support with the running of day-to-day operations.
- Work closely with teams across the business.
- Minimum 5+ years experience in online customer support, live chat, and calls.
- Zendesk experience
- 100% ownership and customer-first mindset
- Organisation and ability to multitask across different platforms
- Proactivity and forward thinking
- Assertive nature and ability to be the voice of the customer when communicating internally
- Excellent cross-functional collaboration skills