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Customer Support Executive

Zinc

London

On-site

GBP 30,000

Full time

2 days ago

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Job summary

Zinc is hiring a Customer Support Executive to enhance user experience in London. The role involves solving complex customer issues, providing reassurance, and ensuring seamless interactions. Ideal candidates will be problem solvers with strong communication skills who thrive in dynamic environments.

Benefits

24 days holiday + Bank Holidays + your birthday off

£1200 annual benefits allowance

Early finish Fridays (16:00)

Yearly company retreat to Serbia

Enhanced Maternity, Paternity, and Adoption Leave

Statutory pension with NEST

Zinc shares, issued through the EMI Scheme

Unlimited access to MoreHappi coaching

Company socials, quarterly team socials

Nursery workplace benefit scheme (Yellownest)

Qualifications

High emotional intelligence and ability to give and receive feedback.
Strong short-form writing skills.
Comfortable switching tones depending on the audience.

Responsibilities

Be the first line of support for user queries via live chat & email.
Handle complex & sensitive customer queries with patience and clarity.
Ensure candidates’ background checks are completed efficiently.

Skills

Emotional Intelligence

Clear Communication

Adaptability

Problem Solving

Time Management

1 day ago Be among the first 25 applicants

Description

As a Customer Support Executive, you’ll be at the heart of Zinc’s user experience, ensuring every interaction leaves our customers feeling supported, reassured, and valued. ️

Application Deadline: 27 June 2025

Department: Customer Success

Location: Zinc - London

Compensation: £30,000 / year

Description

As a Customer Support Executive, you’ll be at the heart of Zinc’s user experience, ensuring every interaction leaves our customers feeling supported, reassured, and valued. ️

You’ll be the first line of support, handling queries via live chat and email, and working behind the scenes to ensure background checks are completed smoothly and efficiently. Whether you’re troubleshooting an issue, guiding a user through the platform, or liaising with third-party providers, your goal is simple: deliver an exceptional, frictionless experience. ️

At Zinc, no two days are the same, some days you’ll be deep in problem-solving, other days you’ll be juggling multiple customer queries at speed. But at the core of it all? Creating meaningful, delightful experiences that make our users’ lives easier.

This is the perfect job for you if you are:
A natural problem solver – You enjoy breaking down complex issues into simple, actionable steps.

A people-first mindset – You know that support is more than just answering questions—it’s about creating experiences that build trust.

Tech-savvy – You’re comfortable navigating digital tools and helping others do the same.

A strong written communicator – You can explain things clearly, concisely, and with warmth.

Resilient & adaptable – You thrive in a fast-moving environment where priorities can shift.

Detail-oriented – You take pride in accuracy and efficiency, ensuring your work is completed to a high standard.

Key Responsibilities ️

???? Be the first line of support – Jump into action as the go-to hero for user queries via live chat & email, ensuring swift, accurate, and helpful responses.

Act as a voice of reassurance – Handle complex & sensitive customer queries with patience, empathy, and clarity, providing solutions that leave users feeling calm & confident .

Own operational processes – Work behind the scenes to ensure candidates’ background checks are completed flawlessly & efficiently .

Manage escalations with third-party providers – Be the connector, working with external partners to resolve missing information or issues while keeping users in the loop every step of the way ️.

Champion speed & delight – Keep Zinc ahead of the game by meeting SLAs, all while delivering a seamless, warm, and WOW-worthy experience .

Identify improvements – Keep a keen eye on recurring issues and collaborate with the team to streamline and enhance support processes .

Deliver meaningful interactions – Go beyond just solving problems , making every user feel heard, valued, and empowered to succeed .

Skills, Knowledge and Expertise

Soft Skills

High Emotional Intelligence – You’re able to give and receive feedback with honesty and care & understand customer needs to respond thoughtfully.

Clear Communicator – Strong short-form writing skills are essential for quick, concise messaging.

Adaptable – Comfortable switching tones and approaches depending on the audience and working in a dynamic company.

Thrive Under Pressure – You stay focused and effective in a dynamic, fast-paced environment.

Hard Skills
Organisation – Ability to stay on top of different software, tabs, and incoming queries.

Time Management – Skill in prioritising large volumes of customer queries efficiently.

Technical Proficiency – Ability to adapt to and operate different software systems.

Data Management – Accurately enter data and update dashboards to keep information correct and on track.

What we offer

Zinc offers a chance to work on a product that brings a fresh perspective on data ownership in hiring

24 days holiday + Bank Holidays + your birthday off
£1200 annual benefits allowance (ThanksBen, from month 2)
Early finish Fridays (16:00)
Yearly company retreat to Serbia ️️
Enhanced Maternity, Paternity, and Adoption Leave (2 months full pay, then statutory)
Statutory pension with NEST (3% employer, 5% employee)
Zinc shares, issued through the EMI Scheme
Unlimited access to MoreHappi coaching
Company socials, quarterly team socials Free Monday lunches
Nursery workplace benefit scheme (Yellownest)
Option to lease an electric car through Electric Car Scheme
Celebrated Zinc anniversaries

Seniority level

Seniority level
Executive

Employment type

Employment type
Full-time

Job function

Job function
Other
Industries
Software Development

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