Customer Success Specialist

Roc Search GmbH; Greater London; Hybrid; GBP 30,000 - 35,000; Full time

Job summary

A dynamic eCommerce client in London is seeking a Customer Success Specialist to join their support team. This hybrid role involves managing customer inquiries through Jira and Zendesk, ensuring a high level of customer satisfaction. Candidates should have relevant experience in customer support, Google Spreadsheets, and Excel. The position offers a competitive salary of £30-35k plus a bonus, with potential for permanent placement.

Qualifications

• Proven experience in customer support is essential.
• Proficient in Google Spreadsheets or Excel.
• Ability to work independently and manage multiple priorities.

Responsibilities

• Manage and test support and maintenance tickets.
• Ensure consistent adherence to established KPIs.
• Handle customer enquiries via Jira and Zendesk.
• Deliver training on products and services.

Skills

Customer support experience

Google Spreadsheets

Excel

Problem solving

HTML (basic)

WordPress

Shopify

Atlassian products

Hubspot

ZenDesk

Job description

Overview

Customer Success Specialist Jira Zendesk Customer Satisfaction Excel

Customer Success Specialist

My fantastic eCommerce client in London is currently looking for a solid Customer Success Specialist to come on board. The client is seeking an experienced Customer Success specialist to join there dynamic Support Team and oversee customer support enquiries through Jira and Zendesk.

This role is ideal for someone with a background in customer support who's eager to be part of a creative and technically innovative company. The client is looking for someone who has the ability to manage client enquiries efficiently and effectively to ensure that service excellence is being maintained.

Job Role

• Managing and testing support, maintenance, and other assigned tickets-including urgent issues-in line with the company's agreed response and resolution times.
• Ensuring consistent adherence to established KPIs.
• Handling both simple and complex support enquiries in a timely manner, overseeing resolution and billing.
• Maintaining high levels of customer satisfaction and engagement through Jira and, when necessary, via Zoom calls.
• Managing and testing updates for platforms such as Shopify, WordPress, plugins, and other security-related updates.
• Maintaining and updating retainer reports. Experience in Google Spreadsheets or Excel is a requirement.
• Responding to customer enquiries through Zendesk in a professional and timely manner.
• Delivering training on products and services to customers, with a focus on identifying and promoting opportunities for upselling.
• Communicating effectively with customers on a semi-technical level to ensure clear understanding and problem resolution.
• Delivering monthly support revenue targets via Jira

Essential Skills

• Experience in support
• Experience in Google Spreadsheets or Excel
• Be articulate, organized, problem solving oriented, with the ability to work independently and manage multiple priorities in a fast-paced environment.
• Nice to have: experience in basic HTML, WordPress, Shopify, Atlassian products, Hubspot, ZenDesk

This is a 1 year fixed term contract with the potential to transition into a permanent full-time role and is paying a salary of £30-35k per annum plus bonus.

This is a hybrid role, requiring three days per week in our London office and two days working from home. The position also offers the flexibility to work remotely from abroad for up to two weeks per year.

If you are a solid Customer Success Specialist with experience of Jira, Zendesk, Excel Spreadsheets and maintaining customer satisfaction then please forward your CV over to me asap as interviews are being arranged immediately.