About Us
SourceWhale is the leading Business Development and Headhunting Platform for increasing conversations, whilst making recruiters’ lives better through enabling them to do more with less. We integrate with everything that recruiters use day to day - CRM’s, emails, data providers, LinkedIn - and with our best-in-class product, we are on a mission to be a leader in the Recruitment Technology space.
Why Us?
We’re a team of seriously talented, positive individuals and we invest heavily in our people - you won’t feel like a number here! This is an opportunity to join an agile tech startup that is growing faster than any other company in our space. We are completely profitable and have built an incredible product - just see our G2 reviews!
As our Customer Experience Manager, you'll be at the centre of driving the overall experience of our customer base, from reactive technical and strategic support to proactive user engagement. Our Experience team are creative in finding new ways to drive the adoption and success of our users. Reporting directly into the Global Experience Team Lead based in the US, this is an opportunity to join a newly formed team, with a clear remit and investment, based on a mutual goal, our clients success with SourceWhale!
Day in the Life
* Covering all aspects of inbound customer support, including diagnosing and troubleshooting customer issues and owning the end-to-end ticket cycles.
* Organising and delivering Customer Experience activities, such as thought leadership webinars, video content and sessions to drive wider user adoption and feature uptake.
* Utilising all communication tools, including phones, video calls, emails and online chat to document client interactions and communicate effectively in a timely and accurate manner.
* Providing technical and strategic support to users, collaborating cross-functionally across the business to ensure prompt issue resolution and improved product and service quality.
* Collecting customer feedback and collaborating with the relevant internal teams to implement necessary improvements and guide prioritisation of product enhancements.
* Continuously and proactively expand your knowledge of our products and services to better drive customer success.
* Creating and updating quality educational content like intercom articles, FAQs, and video guides to support automated customer support and share best practices.
Who You Are
* Customer Success or Support experience in the SaaS startup space.
* Experience working in a technical support capacity.
* Excellent written and verbal communication, with the ability to simplify and translate complex ideas to different audiences.
* Strong listening and problem-solving skills.
* Ability to work with multiple ongoing priorities and live projects.
* Ability to work cross-functionally with distributed remote teams in a startup environment.
* Driven and proactive approach with a strong willingness to learn.
What Sets You Apart
* Experience working for a Recruitment Technology company.
* Previous Recruiting experience would be a plus.
* Strong presentation skills.
* Being creative both in solutions and content creation.
* Strong technical acumen.
What’s In It For You
At SourceWhale, we champion a culture built on transparency, trust, and flexibility. Open communication is our norm, and everyone’s voice truly matters.
We offer a flexible work model, allowing you to choose between office and remote work, recognizing the uniqueness of each individual's preferences. Collaboration is key, whether in the physical office, a company meetup or virtually. We're committed to continuous improvement, actively seeking feedback and encouraging innovation.
We completely understand the importance of work-life balance and truly care about our employees offering the following benefits:
* 25 days holiday (not including public holidays).
* Macbook + any extra tech or software necessary for your role.
* Flexible business with flexible working arrangements.
* Private medical, dental & vision insurance. Income Protection Insurance.
* Employee Assistance Programme (EAP). Compassionate leave policy.
* Monthly social events.
* First-hand experience of an early stage startup - huge ability to make an impact!
We encourage you to apply even if you feel like you don’t meet all the criteria as you may be a match for this or other roles here at SourceWhale! Fancy making big waves at SourceWhale? Apply below!
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