Customer Support Associate Remote
Job description
Customer Support Associate - Remote, UK
About Us:
Type One Style is a small, fast-growing startup in the UK that supports individuals with diabetes devices. We are actively hiring a Customer Support Associate to provide more timely and bespoke assistance to our wonderful community of customers. You will work as part of an exciting close-knit startup team where things can change on a whim, and where your opinions & ideas can have a real impact, quickly.
Uniquely, we manufacture & ship all of the products ourselves. This is how we’re able to offer advanced medical materials at generous prices, both of which are a core driver of our popularity today. From the classic “where’s my order” query, to NHS hospital bulk order requests, you’ll see it all.
We are looking for an energetic, kind, & conscientious individual with impeccable English writing skills. You will be an empathetic individual who thinks outside the box to help customers as if they were a family member. We have a positive & extremely supportive environment, and are progressive in how we do things.
This is an opportunity to work in a field where your responses can have a profound and meaningful impact on people’s lives. You won’t be helping people choose trainers; you’ll be helping people protect the medical devices they require to manage their health and much, much more. Objectively, you’ll be making a difference every single day.
Role Responsibilities:
- Daily clearance of inbound customer support enquiries across all channels (email, social, site chat, forms).
- Maintain expert use of Gorgias & Shopify software features to continuously improve support operations.
- Provide thoughtful, accurate, & bespoke responses to customers about our products & services. Your support responses should be unexpectedly delightful & an example of what other brands should strive to take the time to do.
- Provide timely responses to customers & ensure all tickets are resolved within minimum timeframes.
- Seek to delight our customers with positive language, compliments, discounts, and anything else that could brighten their day even just a little. Often, the toughest tickets come from those having the hardest day.
- Assist customers with navigating the website, policies, and products to make shopping as easy as possible.
- Adeptly manage complaints, refunds, and exchanges as per company policies.
- Continuously strive to improve product knowledge and customer service skills through case analysis with the managing director and self-led methods.
- Contribute to and improve self-help resources like FAQs and automated flows both to provide customers with the right answer, faster, and reduce ticket-volume to enable faster responses to more complex queries.
- Monitor themes and identify solutions to mitigate future support issues.
- Seek to delight our customers with positive language, compliments, discounts, and anything else that could brighten their day even just a little.
- Work efficiently & effectively as part of a team, reporting directly to the MD.
- Work with customers & solicit their feedback to understand how effective self-help resources are, if they would use them, did they know about them, and other manual tasks to incrementally improve operations.
- Drive incremental revenue & increased order volume through support communications.
- Ensure customers take advantage of free loyalty rewards, subscription savings, and free app-use benefits.
- Identify complex cases, inbound leads, and other tickets for escalation directly to the MD using Gorgias.
- Assist the MD in B2B lead follow-up & pipeline tracking via e-mail, including but not limited to contact research, chat submissions, and e-mail.
- Complete all digital training, such as Gorgias certificates, as required, and pro-actively look for new ones.
- Maintain strict adherence to our remote working policy requirements.
- Deliver top-line reports to the MD on support performance metrics & themes at agreed intervals.
- Any other tasks that may be reasonably be required as part of your role.
Your role is measured on:
- Post-ticket customer satisfaction score out of 5
- First response time & resolution time
- Ticket conversion rates & total sales from support activities
The package:
- 30-hours part-time at a salary of £17,160 per year (£11ph).
- This is a remote role but you are welcome and encouraged to work on-site if able & nearby.
- Unlimited overtime in agreement with the MD.
- Flexible working hours & opportunity to work weekends available. For example, during school hours or around school plays, GP appointments, etc.
- 28 days annual leave inclusive of bank holidays.
- Company laptop.
Requirements:
- Impeccable English writing & punctuation skills.
- At least 1-year of experience in a digital customer service role.
- Prior experience using Gorgias is an advantage but not required.
- Based in the UK.
- Provide two references, of which one must be your most recent employer.
- You are not permitted to have a second job elsewhere whilst working remotely at Type One Style.
Job Type: Part-time
Part-time hours: 30 per week
Salary: £17,160.00 per year
Reference ID: CSA001
