Customer Operations Assistant London, England
Job description
Location: Remote, but being around the London area would be helpful for office-based responsibilities
Process: cover letter (required), two phases of interviews
About Zappar
We are Zappar, an award-winning AR platform and creative studio rolled into one. It's our mission to democratise AR & MR.
Our team has created groundbreaking experiences for the world's biggest brands - showcasing how AR technology can transform packaging, illuminate events and elevate marketing campaigns with innovative, engaging content.
Our ZapWorks toolkit puts the power of AR in the hands of designers and developers, enabling them to push the boundaries of interactive creativity, both with and without code.
We are also the proud creators of Zapbox, the first affordable, mixed reality kit that allows developers and businesses to reimagine how they design, build and create 3D experiences.
What you'll be doing:
Zappar's new Customer Operations Assistant will sit within the Customer Experience team and report directly to the Head of Customer Experience.
The Customer Experience team exists to help Zappar's customers achieve their ambitions with the ZapWorks platform and ensures a great customer experience at every touchpoint.
We do this by providing a world-class learning programme, excellent and diligent customer support, and long-term customer success through our documentation, webinars, forum, and training. This ensures our team helps drive growth in the ZapWorks platform by increasing accounts' activation, retention, and expansion.
As well as working as a vital member of this team, you will also play a big role across the business on a number of different streams. Some of your responsibilities will include:
Customer Operations
- Working with Zappar customers to understand their problems and solve them via our ticketing system.
- You are the go-to person within Zappar for customer billing operations (extending trials, managing refunds, working with finance to generate spreadsheets and reports).
- Working with your colleagues in the Customer Experience team to quality assess and test our new platform releases, especially for the ZapWorks Designer tool.
- Writing, proofing, and maintaining technical documentation, especially for the ZapWorks Designer and our head-worn device, Zapbox.
- Performing regular audits of our ZapWorks documentation to ensure continuous improvement.
Business Operations
- Onboarding new employees and offboarding leavers. We recently became a remote-first company, so you will be working with our CTO to ensure that new starters have all the necessary equipment and software.
- Supporting the CTO in our data operations and IT administration by deploying new software, maintaining and managing company-owned devices, and troubleshooting Zappar colleagues.
- Supporting the ZCS Production Team on client projects by performing operational tasks such as redirecting QR codes, setting up Enhanced WebAR Distribution pages, etc.
- Operational support and delivery for our Zapbox mixed reality headset including shipping, updating records and maintaining our stock
- You will be encouraged to lead on various projects working closely with the Customer Experience, Commercial, Operations, Creative and Product teams to improve Zappar's operations.
A few things about you:
- You're a switched-on graduate or recent school leaver looking for their first step into a career in augmented reality
- You're customer-minded with a focus on delivering a great customer experience - whether that is for our ZapWorks software customers, our Zapbox hardware customers or the internal customers you'll support onboarding new leavers and helping them with their software issues
- You're a problem solver who always asks simple questions to resolve issues for customers
- You're data-orientated and want to think creatively about ways to improve our processes, both internally and externally
- You have a good understanding of software-as-a-service (SaaS) products and the types of queries a SaaS customer might have around their account access, billing
- Invoices, subscriptions and responding to tickets doesn't scare you because you're a great learner who understands financial processes
These things would also be a bonus:
- A passion for AR/VR/MR, spatial computing and maybe even the metaverse…
- You've worked in a customer facing role before and you know what great customer service looks like
Working arrangements
Zappar has a lovely, dog-friendly office in Chiswick, southwest London. Since the pandemic however we have run a ‘work where you work best' policy so you can work remotely full time if you wish. The majority of staff now work from home 5 days per week and we have no plans to change this policy which has been hugely successful.
We hold a summer and winter party every year and we love for people to attend if feasible. In addition, team leaders are encouraged to hold events and meetups to encourage strong interpersonal relationships.
We provide all staff with modern hardware of their choosing and office equipment to ensure you can do your best work in a working environment that allows you to thrive.
You can learn more about working at Zappar by visiting both our About page (https://www.zappar.com/about/) and our Careers hub (https://www.zappar.com/careers/).
Benefits
As well as a competitive salary, we also offer the following benefits to our staff:
- Flexible working hours
- Work where you work best (remote working policy)
- 25 days holiday + additional day per year of service
- Summer hours (½ day on Fridays during July and August)
- Personal learning and development fund
- Paid volunteering days (2 per year)
- Enhanced maternity / paternity leave. 12 weeks of full pay to primary caregivers and 4 weeks for secondary caregivers
- Staff bonus as profit share
Culture and mission
As a business, we live by our core values, to be: supportive, transparent, flexible, curious, and honest; and our mission, which is to democratise augmented reality. We invest in our people and have a strong track record of internal promotions as experience and knowledge grows.
We are committed to making a difference to society and are at the forefront of tech businesses in our sector. We take our role in sustainability seriously which is why we are proud to partner with The Eden Reforestation Project (https://www.zappar.com/blog/eden-reforestation-projects-partnership/) and commit $0.10c for every ZapWorks plan and Zapbox purchase along with 2% of our AWS serving and hosting fee on a quarterly basis to plant trees and help people out of poverty through sustainable job security.
Thank you for considering working at Zappar, we look forward to reviewing your application.
