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Job title: Customer Support Manager

Salary: £45,000 per annum
Basis: Full-time, permanent

Location: Canary Wharf, London - WeWork (Hybrid - Office-Remote Working)

We are looking for a highly motivated and customer-focused individual to join our team as a Customer Support Manager. Experience in a front line customer support role in a SaaS environment is essential. In this role, you will be responsible for providing exceptional customer service to our valued customers and ensuring their satisfaction with the software and services. We are looking for someone who can go above and beyond and proactively investigate and resolve customer queries to exceed their expectations.

Our business
Onetrace are committed to turning the industries on their heads by revolutionising their technology and making them more efficient and effective.

Onetrace built a SaaS traceability system for the fire protection industry, and are expanding into the untapped technology market in the construction industry. Our passion for problem solving, efficiency and technology drives us to continue innovating and learning, with user experience being essential to this mission.

For more insight into what we do and who we are, visit our LinkedIn page.

Our culture and ways of working

Our values lay the foundation of Onetrace’s culture and we are looking for individuals who aspire to behaviours that align with our values, fostering a collaborative company culture that unifies us all.

• Driven by passion - to transform the fire protection industry
• Devoted to innovation - pushing boundaries and creating a space for unrivalled vision
• Strive to simplify - making technology simpler for customers to use
• Do the right thing - honesty, integrity and commitment to always do the right thing
• Respect above all - respecting and understanding every individuals diverse background
• Empowering teams internally and beyond - working with equal parts humility and and ambition

We love building cool things together and celebrating all achievements as a team, and supporting everyone by providing a collaborative and autonomous environment suited for growth and development.

We love working here. We think you will too. Let’s build great things together.

About this role

The role will predominantly involve empathising with every aspect of the customer’s experience with their needs as a priority, being the first point of contact offering first line IT support. You will be the bridge between the technical and non-technical teams whilst effectively establishing relationships with the users on behalf of Onetrace.

What you’ll do

• Responding to customer inquiries via email, phone, or Intercom.
• Providing step-by-step guidance and resolving technical issues related to the software.
• Collaborating with the development team to address and resolve complex technical problems.
• Keeping detailed records of customer interactions and maintaining a comprehensive knowledge base for frequently asked questions.
• Collecting feedback from clients to identify areas for product / support improvement.
• Feeding back to the product and marketing teams on what resources need to be created to better support our clients (e.g. support articles, how to videos, etc.).

We would love to hear from you if you are someone who:

Essential:

• has previous technical support experience in a SaaS environment
• proven ability to investigate and resolve customer queries independently
• demonstrated experience in proactive problem-solving and identifying innovative solutions

• is empathetic to customers’ needs and is enthusiastic about introducing technology to new users
• has the initiative to make suggestions to improve our support processes
• has exceptional communication and articulation skills
• can adapt quickly to an expanding startup environment
• is self-motivated — happy to both work independently and as part of a team
• is detail oriented and collaborative
• has patience when listening to and handling tough cases with the ability to resolve conflict and respond with empathy

Desirable:

• an understanding of Intercom / Hubspot
• has the desire to be involved in an early stage company
• knowledge of the Construction industry and/or Fire Protection

Your application will be reviewed against the essential and desirable criteria listed above. Applicants are advised to evidence how they meet each of the essential (and desirable) criteria in their application.

Where and how you will work
Onetrace encourage a healthy work-life balance and as part of this, we understand the importance of flexibility. Depending on the operational requirements of the role and your team, we can offer hybrid office-remote working. We are open to talking about an arrangement that works for you.

What we will offer you

You will not only grow your career with us and help people see the beauty of technology, but share the successes that we will achieve as a team.

Equipment:

• Apple MacBook

Flexible Work Scheme

• Offset - Flexible work time outside of business hours for emergencies or personal matters through offsets
• WeWork membership in London

Holidays

• 21 days + bank holidays

Our Offer

• £45,000 per annum
• NEST Pension Scheme

Diversity

Onetrace is committed to diversity in the workplace. If you require a reasonable adjustment, please contact [email protected]. All information will be kept confidential and will only be used for applying a reasonable adjustment.

Appy now and become a valuable asset in ensuring our customers’ satisfaction and success!

For an informal discussion about the role, please contact [email protected]