Customer Support / Success Manager London, England
Job description
The Rexlabs Support and Success Manager role is a hybrid position required to both perform the duties of a Frontline Customer Care Agent and Success Manager. The role will primarily be in a support role, with secondary duties being introduced for Success Management.
As a Rexlabs Support and Success Manager, the primary role is to efficiently and effectively offer ongoing support and training to our customers, as well as being the voice of our customers within the company and with the design and development teams.
They are expected to be experts in Rexlabs products (Including Rex CRM, Rex PM, Rex Websites and Rex Reach), as well as capable users of the primary resources used within the company (Zendesk, Gmail Suite, Slack, FullStory and Jira).
They are also responsible for contributing actively to ongoing customer success projects, especially ones linked directly to the Customer Care team growth initiatives.
They will be an advocate of the product, both internally and externally. Their success is dependent upon excellent customer service and capably delivering advice, product support and basic training to our customers.
Further to this, their secondary role (for introduction after their primary role is sufficiently achieving the requirements) is to ensure newly signed accounts are able to onboard smoothly onto the product and that their users are engaging with the product. They are the teachers and our clients are the students.
Success Factors
The following experience, skills, qualifications and attributes are required or desirable in team members who perform the Support and Support and Success Manager role. They are -
- Preferred but not required: Real Estate experience of 2 years+
- Strong written and verbal communication skills
- Able to calmly navigate conflict with customers
- Strong Rex Software product knowledge - most likely gained through at least 6 months working in the support role
- Strong time management and task triage skills
- A team player who loves to support other people within the team
- Able to problem solve customer issues
- Comfortable working in a fast-paced, scaling start-up environment
- Well-developed customer service focus with excellent communication skills
- Exceptional organisational and planning skills that contributes to effective and efficient task completion
- A curious learner who is willing to continuously learn new things
Our perks
We’re a design-driven company with a passionate team. Together we use our abilities to take complex problems and untangle them into simple, usable products. Ownership is one of our core values, and so we like to give people responsibility and discretion.
- Hybrid work policy
- £1500 annual learning budget with 2 weeks of learning leave
- Gym allowance
- Macbook Pro & high quality monitor (LG UltraFine 5K)
- Paid Parental Leave
Job Type: Full-time
Benefits:
- Casual dress
- Gym membership
- Sick pay
- Work from home
Schedule:
- Monday to Friday
Supplemental pay types:
- Bonus scheme
Work Location: Hybrid remote in London
