Customer Support Executive

BrightLocal Ltd; Brighton; Hybrid; GBP 25,000 - 35,000; Full time

Job description

This is an exciting opportunity for an experienced & autonomous individual, looking to develop their career within a highly successful, growing tech company.

Due to BrightLocal’s continued growth we’re looking for a Customer Support Executive to help us to deliver our next phase of growth.

Your role is to be responsible for:
Supporting our customers via the phone (pre booked conference calls), detailing how to use the platform, troubleshooting support enquiries & onboarding new customers.

Manage, answer and respond to inbound inquiries via live chat, video calls and email from new and existing customers.

Working to SLAs and KPIs when dealing with customers.

Assist in customer support operation strategies and projects, providing varied support to your colleagues as needed.

Build strong relationships and deliver exceptional service to existing customers to ensure they get value from BrightLocal.

Suggest & implement improvements to processes under your control.

Job requirements

We’re looking for a unique individual who has:

1. A minimum of 2 years working in a customer support environment with front line customer service experience using video conferencing, email and live chat channels.
2. Excellent verbal and written communication skills - Great problem-solving skills, excellent attention to detail and able to communicate complex information clearly and concisely.
3. Good knowledge of cloud & business software (e.g. G Suite).
4. Used to working independently in a fast-paced environment.
5. Excellent time management skills and can think on their feet and prioritize.
6. Ability to confidently build rapport and trust, verbally and in writing.
7. Ability to self-manage and motivate.
8. A high level of technical experience with software.
9. Previous experience in SEO / Digital Marketing customer services preferred but not essential.
10. Experience using Zendesk / Intercom or similar CRM preferred but not essential.
11. Experience working for a SaaS Platform preferred but not essential.

In this role, you will work within the Customer Support Team and work closely with the Customer Success, Business Development, Product & Marketing teams.

You will regularly liaise and collaborate with our colleagues in the Philippines, Kyiv & USA; your internal relationships are as important as external ones and you’ll need to be a team player and a great communicator to be successful in this role.

Shift patterns - Mon-Fri 12-8:30pm - 2 days in the office/3 days WFH

*During training the hours will be 9:00-17:30*

Person Specification

You are positive, friendly, and professional.

You have excellent attention to detail and an analytical mind.

You are a team player and able to build good relationships with colleagues.

You are passionate about your work and strive to have a positive impact every day.

You are happy to be the ‘expert’ and educate those around you.

You are able to focus on the task at hand in a busy, fast-paced office.

You have the ability to take onboard constructive feedback and apply learnings.

You are self-motivated & able to work autonomously on your tasks.

You will be confident and skilled in rapport building.

This role is perfect for someone who is adaptable, flexible, keen to learn and can think on their feet.

What you get in return

Bonus: Up to 20% annually.

Hybrid Working -2 days from our central Brighton office and 3 from home.

Holiday: 25 days + bank holidays + your birthday off!

Healthcare: Vitality Healthcare.

Learning & Development: £1000 per annum personal learning budget + other development.

Who we are

Founded in 2009, BrightLocal has grown into a powerhouse name in the world of Local SEO and digital marketing. We provide invaluable insights and custom fit services to both big and small brands alike, enabling businesses to understand, develop, and utilize their Local strategies to help them grow.

We live and breathe everything Google and search engine. We have a very welcoming and talented team we are really proud of, we are protective of our company values and want our teams to love coming to work.

In-office entertainment includes things like: table tennis, foosball, consoles, food & drink.

Headquartered in central Brighton, we have a plethora of tempting lunch choices and convenient transport connections right on our doorstep.