Overview We are seeking a talented individual to join our Customer Success team. The role would suit an individual in their early-to-mid career with practical experience that is tech-savvy, customer focused, professional, affable and a keen problem-solver. About Cyclr Cyclr is a powerful integration platform for SaaS companies. With Cyclr clients can quickly create, manage and deliver an amplified suite of integrations from within their own application. Our software platform is of critical importance to the clients that adopt it, to the extent that we view them as partners of our business. Every role within our company has the potential to shape our clients' experience and influence their perception of Cyclr. We believe that delivering a great customer journey is a company-wide effort, not just the responsibility of one team. Cyclr is growing fast. It will be exciting, things will evolve quickly, and you will get experience working on diverse projects. You will be joining our business at a formative stage and will have an opportunity to influence our development direction and growth, and you will be helping to establish the foundations of a very large company. Our team works across multiple locations. As a result, we live in Slack and video chat to plan, organise, report, test, and generally ensure the smooth progress of projects. You should be able to collect, process, and summarise complex data into effective communication. About the role This role is customer-facing and focuses on efficiently investigating and resolving technical support issues, utilizing proactive problem-solving skills and technical expertise. It requires self-sufficiency in managing customer inquiries, while collaborating with other departments as needed. Strong interpersonal skills are key to delivering clear, timely and action-oriented communication and ensuring positive customer experiences. Responsibilities Provide timely and effective customer support through email, chat, video calls, and phone. Diagnose, troubleshoot, and help resolve queries raised by customers. Ensure we meet our internal and external response SLAs. Develop and maintain a deep understanding of Cyclr products and services. Collect and relay customer feedback to product development to help improve our roadmap. Assist in customer training and webinars when required. Contribute to the development of the support function with proactive ideas and suggestions for continuous improvement. Monitor key customer metrics and KPIs to respond quickly to any requirements. Work closely with Customer Success Managers and other departments, such as sales, marketing, and product development, to ensure a fantastic customer experience. Stay updated with Cyclr news and industry trends. Ensure full compliance with Cyclr policies in our customer interactions. Perform other duties as directed by the Head of Delivery & Support. Required skills Either a computer science degree and/or accreditations, or practical work experience in a technical environment. A strong interest in web technologies, with practical experience in JavaScript through personal or professional coding projects. Action oriented and organized, with the ability to work independently and proactively. Energetic, reassuring and friendly personality for putting customers at ease. Ability to prioritise tasks effectively Take ownership of responsibilities demonstrating quality and reliability. A team player who can communicate well with our Platform and Connector development teams regarding both support issues and documentation. Excellent verbal and written communication skills with the ability to explain complex technical issues in simple terms, with impact consideration given to both Cyclr and the customer. Demonstrate continuous learning and provide improvement suggestions of Cyclr the API ecosystem, our customers and processes. Experience with one or more online customer service platforms such as Jira Service Management, Zendesk etc. Good understanding of APIs, and experience integrating cloud applications. Desirable skills Direct experience with Jira Service Management. Prior experience with, or knowledge of Embedded iPaaS. Working at Cyclr We set out to be a flexible and adaptable employer. We believe that the best teams perform off the back of their own application and initiative and not because they are all made to fit in the same box. The most important thing to us is that you perform your role, deliver against expectation and that you are happy. We trust you to be responsible and in return offer a high degree of autonomy in your role. At Cyclr…. LIFE COMES FIRST We actively promote health, well-being, and the importance of life outside of work. CUSTOMERS ARE PARTNERS We listen to our partners, putting them at the heart of the decisions we make. EVERYONE CONTRIBUTES We expect proactivity, experimentation and critique from the whole team to deliver a product we can all be truly proud of. WE AIM HIGH We foster a positive and ambitious culture for the growth of the organisation and our people. Diversity and inclusion We are an equal opportunities employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We welcome applicants from all backgrounds and believe that a diverse and inclusive team has a positive impact on our products and services. Salary £35 - £45K depending on experience. Location We welcome candidates from across the Southeast and have offices in East Croydon and Brighton that our staff can access anytime, alongside the flexibility to work remotely where appropriate. In addition, we hold monthly team days and quarterly whole company days which we expect all employees to attend Working hours Our core hours are 9-5, Monday-Friday but we are open to flexible working requests. Benefits A choice of office locations to work from and flexibility to work at home. Family-friendly flexible working patterns. Enhanced holiday policies enhanced maternity and paternity leave for new parents. The opportunity to develop your skills in a rapidly growing company and a healthy learning and development budget. Travel expenses paid when travel is beyond your most local office location. A generous referral bonus scheme if you can help us find other great teammates. Cycle to work scheme that allows you to save money on a new work bike and spread the cost over monthly tax-free instalments through your employer. Please send your CV and a short introduction, specifying the role for which you are applying.