Customer Experience (CX) Specialist

Fresho; Greater London; Hybrid; GBP 32,000 - 34,000; Full time

Job summary

Join a fast-growing tech scale-up on a mission to revolutionize the food industry. As a Customer Experience Specialist, you'll provide exceptional support and technical assistance to a diverse range of clients. This role emphasizes the importance of communication and problem-solving, ensuring customer satisfaction while working in a hybrid environment. You'll have the opportunity to collaborate with various teams, contribute to process improvements, and be part of a culture that values inclusivity and personal growth. If you're passionate about making a difference and thrive in a dynamic setting, this is the perfect opportunity for you.

Benefits

Employee Share Option Plan

LinkedIn Learning Subscription

Mentoring programme

Flexible working

Procaffeinating Wednesdays

Weekly fresh fruit

Regular socials

Fresho merch

Referral bonuses

Employee Assistance Program

Qualifications

• Proven experience in customer service with a focus on technical support.
• Strong written and verbal communication skills are essential for this role.

Responsibilities

• Provide exceptional customer support and technical assistance via email and phone.
• Collaborate with cross-functional teams to resolve customer issues efficiently.

Skills

Customer Service

Written Communication

Problem Solving

Time Management

Organizational Skills

Technical Troubleshooting

Education

Experience in Customer Experience

Experience in SaaS or similar industry

Tools

Salesforce Service Cloud

Intercom

Excel

Google Docs

Google Spreadsheets

Job description

Role: Customer Experience Specialist

Reports to: Customer Experience Supervisor - UK

Location: London, UK

Role Type: Hybrid, WFH 2 days per week

Employment Type: Full Time

Salary Range: £32,000 - £34,000 + pension + ESOP

About Fresho

Fresho is a fast growing tech scale-up on a mission to transform the food industry for the benefit of people and the planet.

Our order management software is revolutionising the way the entire industry operates - from day to day operations, to mental health and wellbeing, to food waste reduction - the impact of Fresho touches every aspect of the sector in a hugely positive way making it more efficient, enjoyable, profitable and sustainable.

We work closely with wholesale fresh food suppliers and 45,000 restaurants, cafes, hotels and other foodservice venues.

Fundamental to our culture is the belief that our people are everything. We are purposefully building our culture alongside our business to make Fresho a fun, positive and inclusive place to work for our dynamic team of Freshonauts.

Fresho has raised over $45m to date and processes almost $400m monthly through the platform with 750,000 orders monthly. We are headquartered in Melbourne, Australia with offices in London, United Kingdom and Auckland, New Zealand, and customers in Australia, United Kingdom, United States, Ireland and New Zealand.

Role Overview

We’re looking for a customer service legend who can bring a strong growth-mindset and a high standard of written English, to provide exceptional customer support and experience, technical support, and issue resolution to our customers, ultimately ensuring their satisfaction with Fresho.

You’ll ably balance speed and quality in a high-volume department, answering questions and solving problems for a wide variety of customers and be involved with improving and updating CX team processes and procedures.

An empathetic nature and genuine interest to help others is part of your DNA. Within the business, CX has the longest relationship with our suppliers and customers and building a rapport with them is essential to gain trust and open communication.

As part of a globally dispersed team, you'll thrive in an environment that celebrates inclusivity and values your unique contributions.

This is a hybrid position working from both our London HQ (at the Fisheries) and working from home is available 2 days per week.

Responsibilities

Customer Communication and Technical Support

• Utilise a high standard of written English to respond to client inquiries via email and using Service Cloud (Salesforce)/Intercom.
• Respond to customer inquiries via phone, and email in a timely and professional manner, occasionally handling out of hours emergencies.
• Troubleshoot and resolve technical issues related to Fresho.
• Document customer interactions and resolutions in our CRM.
• Provide product training and support to customers as needed.
• Report any unusual responses, requests, or feedback to the appropriate channels.
• Meet daily case target numbers.

Customer Value Creation

• Together with the Sales and Onboarding teams, identify and implement where Fresho can create value for our customers’ businesses to ensure customer success.
• Promote Fresho’s Customer Experience by encouraging positive customer comments on Google, Trust Pilot, and LinkedIn.
• Continuously expand and improve your knowledge of our products and services.

Stakeholder Management & Collaboration

• Collaborate with cross-functional teams, including Product Development and Engineering, to address and resolve technical issues reported by customers.
• Collaborate with the Sales and Onboarding teams to ensure smooth onboarding of new customers and provide ongoing support to existing customers.
• Provide customer feedback to our product team.
• Maintain professionalism and courtesy while interacting with clients, including global food suppliers, culinary venues, and chefs.
• Identify areas of need within the Customer Experience department and help drive process improvements.

What will support your success

• Proven experience providing customer service.
• Passion for solving problems and helping people.
• Excellent written and verbal communication skills.
• Highly organised, capable of managing multiple tasks concurrently.
• Demonstrated ability to work independently.
• Demonstrated ability to multitask and prioritise in high-pressure environments.
• Quick grasp of new concepts with the ability to articulate them effectively.
• Strong time management, organisational, and attention-to-detail skills.
• Tech-savvy with a problem-solving mindset.
• Proficiency in Excel, Google Docs & Spreadsheets.

Nice to have

• 1 year of experience in a CX or similar role within a SaaS or similar business/industry.
• Familiarity with Intercom or other CRM is a huge bonus.
• Experience providing customer support at a SAAS company.

In return we’ll offer

Everything you need to live and work well.

• Employee Share Option Plan so you can share in Fresho’s success.
• LinkedIn Learning Subscription with weekly work time dedicated to growing new skills.
• Mentoring programme to help you grow and exceed your potential.
• Flexible working with hybrid and fully remote teams.
• Procaffeinating Wednesdays where the coffee’s on us + in office coffee machines.
• Weekly fresh fruit in the office.
• Regular socials (with snacks and drinks of course!).
• Fresho merch so you can look sharp in our branded swag.
• Referral bonuses - invite your friends and get paid for it!
• Employee Assistance Program to support your mental health and wellbeing.
• CEO Book Club where role related e-books are on us.
• Fresho Sponsorship program to support your personal interests outside of work.
• Paid time off for fertility treatments and generous parental leave policy.

Fresho embraces diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.