Live Chat Specialist

Street Group; Manchester; Hybrid; GBP 22,000 - 27,000; Full time

Job summary

A leading PropTech company in Manchester is looking for a Live Chat Support Specialist to enhance customer experiences through live chat and technical support. You will serve as a key point of contact, providing expertise on product usage and troubleshooting issues. Ideal candidates should have a strong background in IT support or live chat, excellent communication skills, and a passion for technology. The role offers a competitive salary and a hybrid working model, making it a great opportunity in a vibrant team culture.

Benefits

Hybrid-working

£1000 holiday allowance after 1 year

£500 yearly learning and development budget

Birthday day off

2 paid volunteer days

Enhanced parental pay

Mental health support

Regular well-being initiatives

Flexible working hours

Qualifications

• Commercial experience in either a live chat or IT Support role.
• Confident in managing expectations and understanding problems.
• Self-starter with outstanding communication skills.

Responsibilities

• Act as the first line of support for customer inquiries via live chat.
• Elevate complex tasks to the engineering teams as needed.
• Provide proactive customer support and feedback.

Skills

Live chat support experience

Technology interest

Communication skills

Time management

Problem-solving

Job description

Street Group is one of the fastest-growing PropTech companies in the UK. We want to be the leading creator of delightful experiences for everybody involved in buying, selling, renting and letting property, regardless of their involvement, to improve the industry for everybody by elevating UK Estate Agencies through world‑class technology.

If you join us, you'll be helping to improve the property industry for everyone by ensuring our clients love our software and helping them find their way around the system! You'll also work closely with other teams across the business, giving feedback on product development and technical issues, and supporting launches of new product features, making sure Street.co.uk remains best‑in‑class.

On a day‑to‑day basis you'll be the go‑to for our clients, providing live chat support, building your knowledge of our products, troubleshooting issues and then assessing the best course of action to resolve the problem. As your product knowledge grows, you'll be able to take on more responsibility, dealing with more technical incidents.

If you love autonomy, are naturally curious, and want to have a genuine impact within a rapidly growing company, we think you'd fit right in!

A bit about you

• Commercial experience in either a live chat or IT Support role, with a keen interest in technology
• Confident in holding conversations with the wider Street Group team as well as clients, managing expectations and asking the appropriate questions to build a full understanding of the problem
• Passion for technology and websites and an enthusiasm for developing this knowledge even further
• Self‑starter who can take initiative where required
• Outstanding communication skills, both written and verbal
• Confident working with a variety of stakeholders (e.g. internal and external, technical and non‑technical)
• Highly organised and experienced at time management and prioritisation
• Calm and collected under pressure whilst keeping a happy and positive mindset
• Adaptable to each issue dealt with and truly take pride in your work

Here's what you can expect to be working on as a Live Chat Support Specialist at Street Group

• Acting as the first line of support for any incoming questions or queries that our customers have, predominantly via live chat, but sometimes via email, phone or video call
• Be able to make the call of when to elevate more complex tasks to our Street Engineering teams
• Proactively looking at ways to build your knowledge of our products Street.co.uk and Bridge
• Proactively ensuring customers understand and are making the most of the latest product updates/releases
• Working with a variety of customers from small independents through to large multi‑branch estate agencies
• Responding to any system bugs reported by the client and escalating this to the development team where necessary
• Obtaining customer feedback and feature requests, ensuring these are communicated appropriately to the development team

Benefits

• Hybrid‑working - you can work from home up to 2 days per week
• Guilt‑Free R&R - £1000 towards a holiday after your first year with the team (we’ll even cover the tax!)
• Joining a culture that supports your development and encourages growth
• £500 yearly L&D budget for your career development
• Your birthday on us - we pay, you stay away
• Give something back - 2 paid days volunteering on us
• Enhanced maternity, paternity & adoption pay
• Mental health & well‑being support via Health Assured
• Regular well‑being initiatives
• Joining a new team in an exciting business with huge ambition
• Be a part of something bigger - everyone in our team is passionate about improving the entire property industry! It's a huge goal, but it motivates us to do better every single day
• A chance to work on cutting‑edge technology
• Comfortable, relaxed office space - office dogs welcome!
• Fully stocked fridge and beers (or an alternative) on us every Friday afternoon
• Company and team off‑sites, events and happy hours
• Cycle to work scheme
• Electric car salary sacrifice scheme
• Feel good about sustainability - we’re a climate‑positive company !

Salaries

Up to £27,000, dependent on experience. However, sometimes the perfect person is far more or less experienced than we anticipated. In these situations, planned ranges go out the window. If you think that might be the case, please apply and just let us know.

Equal Employment Opportunity

We care deeply about helping the tech industry become a more inclusive and diverse place and we work hard to lead by example. We are committed to Equal Employment Opportunity through attracting and retaining a complementary team of employees and building an inclusive environment for all. Candidates must be eligible to live and work in the UK and be able to perform the work specified.

Interview Process

3 stages = Introductory call with one of our Talent team > Hiring Manager interview & an in‑person live chat task > Final interview.

Who are Street Group?

We’re an award‑winning PropTech business based in Manchester, founded in 2015 by brother and sister duo, Tom & Heather Staff. Most of us have personal experience of how painful moving can be, and Tom and Heather saw an opportunity to change this: utilising technology, as well as our incredibly talented team, to improve the industry for everyone.

Our products, Street.co.uk , Spectre, and Insights form a powerful trio, working harmoniously together to transform an agent’s job. From securing more leads and winning new instructions to streamlining business operations and growing market share, our products are supercharging 1,000s of agencies across the UK.

Street.co.uk launched back in 2020 and serves as our game‑changing CRM, allowing agents to deliver a service that aligns seamlessly with the modern, ‘on‑demand’ needs of customers and their busy lifestyles. With its beautiful design and user‑friendly interface, Street.co.uk is dedicated to the singular goal of delivering an incredible customer experience.

We’re a stellar team of experts spanning all facets of product, engineering, data, commercial and talent. With a suite of innovative products, we’re leading the charge of modern estate agency and moving real estate into a new age pairing UK agents with tomorrow’s technology. Gaining industry recognition along the way.