Customer Support / Success Representative

About Nation.better

Nation.better is UK technology platform that offers a more sustainable, efficient and scalable way to recruit international talent, while streamlining onboarding, screening and immigration processes at affordable cost, and providing clear guidance and compliance services to candidates and UK organisations, who are hiring talent from abroad.

Job Summary:

We are looking for a friendly and motivated Customer Support / Success Representative to join our team. As a Customer Support / Success Representative at Nation.better, you'll be part of a groundbreaking team working on a brand-new product. Your primary responsibility, first and foremost, is to be the product expert that delivers timely and accurate information that helps solve our customer’s challenges.

Responsibilities:

• Respond to incoming requests and messages in a timely manner

• Identify issues and provide appropriate solutions to the clients

• Take ownership of issues including escalating internally for assistance and tracking through resolution while keeping the customer up to date

• Review customer complaints and concerns and seek to improve the customer experience

• Assist with documenting and testing user requests for new features and bugs with the goal of maximising the value of the product to customers

• Deeply understand the immigration and recruitment processes, so you can effectively help the users / customers

• Manage and update the knowledge base as necessary to improve internal and customer education and ultimately reduce the number of tickets

• Identify areas for improving the customer experience and internal processes

• Develop and maintain customer-success strategies and best practices, as well as customer-support content

• Working closely with other teams - Product, Development, Marketing to make sure that the customers’ feedback is captured and acted upon

• Maintain existing customer-success metrics and data as directed

• Other job-related duties as assigned to meet business needs

Requirements

• Strong written and verbal communication skills

• Excellent English language skills, C1 or above

• Passionate about helping others

• Extremely detail-oriented and organised

• Someone with a positive ‘can-do’ attitude, coupled with a friendly and approachable manner

• Able to navigate through ambiguity

• The ability to provide and receive feedback

• Ability to work independently

• Knowledge of best practices in customer service and retention

• Vast experience and super admin expertise of working with Zoho or similar system

• Experience working at a Start-up company

• Experience working with SaaS products

• 2+ years in a Customer Support / Success role at a SaaS or Technology company

What you’ll get in return

• Remote work at a UK company

• Fast-paced start-up environment where you can develop your Customer Success skills and have a real impact on the growth of the business;

• Working closely with every aspect of the business

• You'll be part of a great team and a great culture