Breathe is a Horsham based software company with an award-winning culture and workplace that fosters transparency, innovation, collaboration and above all, our people.
We embrace a set of core values that guide every decision and action: people first, seek out efficiency, strive for impact, and be better tomorrow. Together we have cultivated a workplace that celebrates individual achievements and actively promotes growth and success, and we would like you to join us on this exciting journey, where your skills, passion and dedication drive our continued success.
We are looking for a Customer Support Specialist to join our growing Support Team.
Why is this role important?
As a Customer Support Specialist, you will be responsible for supporting and educating Breathe's customers, resolving issues and ensuring customers have a seamless product experience. As a member of the Support team, you’ll represent the customer's voice across the company, and as your knowledge and experience grow, you will have the opportunity to help inform our product roadmap.
What you will be doing:
1. Deliver professional and efficient 1st line support to our customers via Intercom within SLA’s.
2. Provide our customers with the best product experience through first-class customer service.
3. Escalate complex issues to the appropriate team.
4. Identify friction points to pinpoint areas of improvement within the product.
5. Update the customer knowledge base with important product updates and enhancements, encouraging a self-service mindset.
6. Work closely with the Customer Success team to provide a seamless experience for our customers.
7. Become an expert in all Breathe products to confidently support our customers.
8. Support on ad-hoc team projects and initiatives that will help improve the Support Team function.
9. Maintain awareness of and be compliant with information security protocols in relation to your job role and handling of any data.
What we value for this role:
1. Exceptional customer service skills. A true people person.
2. Proven experience working in a SaaS customer support role.
3. Ability to understand and evaluate the customer experience.
4. Good organisational, coordination and project management skills.
5. Excellent written and verbal communication skills, with the ability to communicate with technical and non-technical people.
6. Knowledge and interest in technology, with the ability to pick up new technologies quickly.
7. Good persuasion, influencing and negotiation skills.
8. History of collaborating with multiple teams to improve customer experience.
9. Self-motivated and a strong team player.
Not essential but nice to have:
1. Experience using Intercom or other support communication software.
2. Technical writing qualification or similar experience.
Benefits:
* 25 days holiday + Birthday off.
* Private medical including dental, optical and mental health cover.
* Life insurance 2 x salary.
* Employee Assist Programme.
* Learn Days: 12 per annum.
* Access to Reward Gateway for hundreds of discounts.
Our hiring process:
1. Stage 1: Initial screening call with our Talent Acquisition Advisor.
2. Stage 2: Interview (in office) with Customer Support Manager & Lead Customer Success Manager.
3. Stage 3: Interview (virtual) with a senior manager.
Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a 'perfect' candidate. Breathe is a place where everyone can grow. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day.
About us:
We’re Breathe, and our mission is simple: to empower busy small businesses to reclaim precious time by simplifying their people admin. Our affordable and award-winning HR software is the trusted choice for over 14,000 SMEs, seamlessly transforming everyday people-tasks into effortless efficiencies. We’ve been recognised for our commitment to organisational development and employee engagement with accreditation from Investors in People.
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