Customer Support Specialist

Remote
Posted 7 days ago
Main Location
London, United Kingdom
Open jobs

Hopin is seeking for a new member to join our Customer Support team. This new member is someone who is personable, self-driven, passionate and ambitious! We're looking for someone with strong experience in this field, good at making decisions on the go, is helpful, supportive and a team player.

We're looking for someone to cover the following shift:

  • Thursday-Monday 8pm-4am BST (2pm-10pm CDT).

We're excited to be working with someone who is highly motivated, comfortable in a fast-paced start-up environment and is happy to work with a remote team. We're currently a team of 44, and you will be working within the support team.

Responsibilities
  • Know all the ins and outs of the product
  • Guide customers through teaching them how to use Hopin and helping them troubleshoot issues through email and/or Intercom
  • Collate customer feedback and communicate this to the product team
  • Communicate clearly in writing to both technical and non-technical people
  • Assist with successful on-boarding of new customers
  • Advise customers on how to most effectively use the platform
  • Continue to be friendly, helpful and supportive to customers
  • Communicate with customers over email, phone, video call and/or intercom
  • Strategise and make data-driven decisions to make our products better
  • Build and improve our customer knowledge base and other support materials
  • Build and improve our internal support team resources, including writing canned responses, adding to our internal knowledge base, and making suggestions for improving processes
Qualifications

Required:

  • 2+ years of experience in Customer Support
  • 1+ years of experience working at a B2B SaaS company
  • Fluent English speaker with outstanding written and verbal communication skills; you have the ability to read, interpret, and clarify customers' goals, and then craft thoughtful responses to help them achieve those goals
  • Tech Savvy - love software, tech and excited to learn new software
  • Ability to teach yourself new skills and competencies, and finding answers yourself
  • Great problem-solving abilities - assess all options before making a decision
  • Exceptional organization skills - you're used to juggling multiple priorities
  • Has a "can do" attitude
  • Can work at a fast-paced environment

Preferred:

  • Previous experience with a video platform
  • Experience working at an early stage startup
  • Proficiency in HTML/CSS/JS
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Customer Support Specialist
Hopin LTD