Live Chat Specialist

Street Group; Manchester; Hybrid; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Hybrid working

Holiday allowance £1000 after first 12

Career development budget

Birthday day off

Volunteering days

Enhanced parental pay

Job summary

Street Group in Manchester is seeking a Live Chat Support Specialist to join our growing PropTech team. This hybrid role lets you work from home up to 2 days a week, while supporting clients via live chat, email, and phone.

You’ll become a product expert, troubleshoot issues, and escalate complex problems to Engineering when needed. You'll need commercial live chat or IT support experience, strong communication, and excellent time management.

Qualifications

• Commercial experience in live chat or IT support.
• Strong written and verbal communication.
• Able to manage time and prioritise under pressure.
• Proactive, curious and keen to learn product features.
• Confident liaising with internal teams and clients.

Responsibilities

• Become a Street.co.uk expert and first line of customer support.
• Handle queries via live chat, email, phone or video where needed.
• Know when to escalate to Street Engineering for complex tasks.
• Proactively expand knowledge of products and releases.
• Ensure customers understand new product updates.
• Support a range of agencies from small independents to multi-branch groups.
• Log bugs and feedback to development teams.
• Capture customer feedback and feature requests for the team.

Skills

Live chat

IT support

Communication skills

Time management

Organised

Adaptability

Self-starter

Stakeholder management

Job description

Manchester (Hybrid, up to 2 days WFH) | up to £30,000.

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...

• You have commercial experience in either a live chat or IT Support role, with a keen interest in technology
• You'll be 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
• You have a passion for technology and websites and an enthusiasm for developing this knowledge even further
• You're a self-starter who can take initiative where required
• You'll have outstanding communication skills, both written and verbal
• You feel confident working with a variety of stakeholders (e.g. internal and external, technical and non-technical)
• You're highly organised and experienced at time management and prioritisation
• You're calm and collected under pressure whilst keeping a happy and positive mindset
• You're 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

• Becoming a Street.co.uk expert
• 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.
• 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

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.

Why join Street Group?

• 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 he