Customer Support Executive

TN United Kingdom; Brighton; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An exciting opportunity awaits an experienced Customer Support Executive at a growing tech company. In this role, you will provide exceptional support to customers via various channels, ensuring they derive maximum value from the platform. Your ability to communicate effectively and manage inquiries will be crucial in maintaining strong relationships. This innovative firm values collaboration and offers a hybrid working model, allowing flexibility in your work environment. With a focus on personal development and a supportive team culture, this position is perfect for someone eager to make a positive impact every day.

Benefits

Bonus up to 20% annually

25 days holiday + bank holidays + birthday off

Vitality Healthcare

£1000 personal learning budget

In-office entertainment (table tennis, foosball, gaming consoles)

Qualifications

• Minimum 2 years in customer support with front-line experience.
• Excellent communication and problem-solving skills required.

Responsibilities

• Support customers via phone, live chat, and email.
• Manage inquiries and build strong customer relationships.

Skills

Customer Support Experience

Verbal Communication

Written Communication

Problem-Solving

Attention to Detail

Time Management

Rapport Building

Self-Motivation

Tools

G Suite

Zendesk

Intercom

Job description

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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 deliver our next phase of growth.

Your role is to be responsible for:

1. Supporting our customers via phone (pre-booked conference calls), detailing platform usage, troubleshooting support inquiries, and onboarding new customers.
2. Managing, answering, and responding to inbound inquiries via live chat, video calls, and email from new and existing customers.
3. Working to SLAs and KPIs when dealing with customers.
4. Assisting in customer support operation strategies and projects. Providing support to colleagues as needed.
5. Building strong relationships and delivering exceptional service to existing customers to ensure they derive value from BrightLocal.
6. Suggesting and implementing process improvements under your control.

We’re looking for a unique individual who has:

• 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.
• Excellent verbal and written communication skills, great problem-solving skills, and attention to detail. Ability to communicate complex information clearly and concisely.
• Good knowledge of cloud & business software (e.g., G Suite).
• Experience working independently in a fast-paced environment.
• Excellent time management skills, ability to prioritize, and think on their feet.
• Ability to confidently build rapport and trust, both verbally and in writing.
• Self-management and motivation skills.
• A high level of technical experience with software.
• Previous experience in SEO / Digital Marketing customer services preferred but not essential.
• Experience using Zendesk / Intercom or similar CRM preferred but not essential.
• Experience working for a SaaS platform preferred but not essential.

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

You will regularly liaise and collaborate with colleagues in the Philippines, Kyiv, and USA. Building internal relationships is as important as external ones. You’ll need to be a team player and a great communicator to succeed in this role.

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

*During training, 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 can focus on tasks in a busy, fast-paced environment.
• You can take onboard constructive feedback and apply learnings.
• You are self-motivated & able to work autonomously.
• You are confident and skilled in rapport building.
• This role is ideal for someone who is adaptable, flexible, eager to learn, and can think on their feet.

What you get in return:

• Bonus: Upto 20% annually
• Hybrid Working: 2 days in Brighton office, 3 days from home
• Holiday: 25 days + bank holidays + your birthday off!
• Healthcare: Vitality Healthcare
• Learning & Development: £1000 per annum personal learning budget + other development opportunities

Who we are

Founded in 2009, BrightLocal has become a leader in Local SEO and digital marketing. We provide invaluable insights and tailored services to brands of all sizes, helping them develop and implement effective local strategies.

We are passionate about Google and search engine optimization. Our team is welcoming and talented, and we uphold strong company values. We want our teams to love coming to work.

In-office entertainment includes table tennis, foosball, gaming consoles, and food & drinks.

Headquartered in central Brighton, we are conveniently located near numerous lunch options and transport links.