Customer Success Executive

This is a full time, permanent position working wherever you are happiest. It is expected that you will mostly work from home but may be required to meet up with the team on a quarterly basis in the Thames Valley area.

This role will be responsible for providing excellent customer service to all customers. This will be done by ensuring every question is answered, requests are fulfilled and advice is offered, when requested.

This role will also support the daily operational tasks needed to manage and eliminate fraudulent activity across the platform. This includes reviewing all subscription payments for suspicious activity.

You should be comfortable speaking with customers and be confident presenting to the wider business where needed. You will need to be comfortable learning new skills and demonstrating a Growth Mindset.

You will need to be a driven, resilient individual who is able to support the commercial team in their objectives as your number one priority - above and beyond anything or anyone else.

As we are a remote-only business, you must be comfortable presenting and communicating over online video conferencing tools.

Responsibilities:

• Offer guidance to members and answer all of their queries via both email and phone
• Filter out fraudulent members from the platform by looking for breaches of the T&Cs, inappropriate content and scammer
  activity
• Investigate member’s technical issues and liaise with the development team to ensure these are rectified
• Assist, where necessary, our outsourced moderation team in moderating all public facing, user-generated content
• Proactively process chargebacks and refunds within our processing guidelines
• Understand scammer behaviours and assist in strategies for appropriate fraud prevention measures
• Support the customer care team and B2B division in all aspects of their role, if required

Requirements

• Demonstrate a welcoming and professional attitude at all times
• Strong communication skills
• Confident and able to work on own initiative with limited supervision
• Proactive and positive 'can do' attitude
• Ability to work under pressure
• Working knowledge of Google docs, slides and sheets or highly confident with Microsoft Word, PowerPoint and Excel, with an ability to learn quickly
• The ability to communicate effectively over video conferencing
• Be available to cover any work within the customer care department - including weekends and bank holidays

Benefits

Remote Working - We understand that work life balance is important. Work where you feel happiest. Enjoy the additional time you have from not having to commute.

Flexible Working Hours - Juggle your time to look after sick children or elderly family members. We trust you to get your work done, whatever time of the day that happens to be.

Private Medical Insurance - You'll receive treatment on acute medical conditions, which are those deemed to be curable through treatment. We'll cover the full cost of this benefit.

Pension Scheme - You’ll join the company pension scheme that offers up to an incredible 10% matched contribution with the option to join workshops and hear advice from experts in the field.

Life Assurance - You can rest assured that we'll meet the full cost of this benefit. We'll pay your beneficiary a tax free lump sum up to indicated levels - up to 4 x your salary.

Maternity Package - If you've given birth, adopted or been through surrogacy, we up to 20 weeks full pay, 12 weeks at half pay and 7 weeks statutory pay - plus the option for an additional 13 weeks unpaid so you can care for your newborn with no money worries.

Paternity Leave - If you are a new father, we offer up to six weeks paternity leave so you can support your partner and spend some precious time with your little one(s).

Fertility Treatment & Adoption - We offer unlimited paid time off for you to attend any fertility, IVF or adoption appointments - or to go along with your partner to support them.

Miscarriage Policy - in the event that you or your partner suffers a miscarriage, you can take as long as you need to physically and mentally recover. We support all employees, both mothers and fathers, with uncapped leave following a miscarriage.

Pregnancy Termination - in the event that you or your partner terminates a pregnancy, you can take as long as you need to physically and mentally recover. Designed to give all employees (women and partners) the space to process and time to recover with uncapped leave.

Critical Illness / Family Support - For those caring for a family member with a critical illness, in their old age, or to provide a loved one with some respite, we offer compassionate leave plus last minute time off and flexible working options in emergencies.

Bereavement Policy - We want to make sure that we're always here for you whilst you process your grief. Take as long as you need to look after yourself and your family.

Birthday Off - Each year we'll give you your birthday off on top of your annual leave allowance. So sit back and relax, book a nice lunch, see your family - the day is all yours.

Mac Equipment - We provide brand new mac equipment. It's important the team are working on the latest and greatest tools and software to make their days enjoyable and productive.

Exclusive Discounts - We offer an unbeatable range of discounts and deals at over 30,000 brands through Perks. Online, in-store, utilities, high street retailers, cinema tickets and even travel - there’s something for everyone!

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