Customer Care Specialist

Rightmove PLC; United States; Hybrid; USD 40,000 - 65,000; Full time

Benefits offered by this job

Private Medical Insurance

Pension

Life Insurance

27 days holiday + volunteering days

Hybrid working model

Job summary

Rightmove PLC is seeking a customer care specialist for its technical team. The role focuses on supporting customers with technical issues and providing clear, effective troubleshooting across multiple channels including phone, email, live chat and social media.

Ideal candidates have experience in customer service, technical support or SaaS environments, with a strong problem-solving mindset and a commitment to first-time resolution.

Qualifications

• Experience in customer service, technical support or helpdesk roles.
• Experience handling SaaS products and troubleshooting technical issues.
• Ability to diagnose problems and communicate solutions clearly.

Responsibilities

• Provide technical troubleshooting via phone, email, live chat and social media.
• Diagnose errors and work with internal teams to resolve issues.
• Deliver responsive, first-class customer service while meeting KPIs.
• Develop knowledge of Rightmove systems, products and processes.

Skills

Customer service experience

Technical support

SaaS support

Troubleshooting

Strong communication

Job description

As a customer care specialist in the technical team you will be part of a team who are genuinely enthusiastic about our customers and supporting them with any technical issues that they may have. Our customers are at the heart of everything we do, which means that we want to make things easy and right for them first time, every time. Sometimes things don't go to plan or aren't as a customer may expect and you will be the first point of contact when they are having a problem. You will be on hand to provide technical troubleshooting and get to the bottom of the problem. You'll diagnose errors and faults within our systems and work towards resolving issues through phone, email, live chat and social media channels. This role is ideal for someone with experience in customer service, technical support, helpdesk, SaaS support or troubleshooting who enjoys solving problems and helping customers.

• Working efficiently within the team to provide a seamless service to internal and external customers through a variety of communication channels and within set standards and KPI's.
• Helping customers and consumers who have a problem get the quick, easy resolution they need. Troubleshooting issues to get to the root cause, fixing them where we can and working with other specialist teams when needed.
• Can deliver first-class customer service. Solution driven, able to adapt service approach to tailor to the customers' needs.
• Developing and maintaining a deep understanding of Rightmove's systems, products and processes in order to handle a wide range of technical queries.
• Managing customer expectations, providing education and advice whilst ensuring queries are resolved in a timely manner with a view to reducing repeat contact.
• Bridging the gap between our development teams and the customer by translating technical resolutions in a way that customers can understand.
• Communicating with the wider business including the Customer Experience teams and Sales when there is a problem affecting customers.
• Spotting patterns and trends in inbound and escalating these when appropriate to your team manager. Championing bug fixes, development, process-changes and knowledge-sharing that will reduce the need for future escalated support.
• Making a difference - being ready to step in and help the wider Customer Experience team when needed.
  Great problem solver! You need to be curious about what is happening when things go wrong and seek to get to the bottom of it.
• Excellent questioning and listening techniques - you will speak to customers and consumers from all backgrounds, and you need to adapt your approach to get the information you need.
• Able to communicate effectively via different methods and to different audiences.
• Growth mindset, things change quickly and often, and you need to be able to respond appropriately.
• Can take ownership of a situation and see it through to the end to get the best possible outcome
• Being comfortable to seek out information from other Rightmove teams for more bespoke queries you might encounter, to find the best solution for the customer.
• Is emotionally intelligent and has genuine empathy for people. Able to understand the customer's perspective and have a natural ability to build a strong rapport and demonstrate empathy while maintaining clear boundaries.
• Thrives on beating and exceeding targets - but you'll always make sure that the customer's interests come first.
• Has an eye for detail and strong task/project management skills.
• Who is self-aware, can identify own strengths and areas for improvements. Isn't afraid to ask for support when needed.
• Can receive and provide constructive feedback, as well as a desire to be coached for optimum performance.
• Can work closely with stakeholders to help drive strong relationships and communication.
  Despite our growth, we've remained a friendly, supportive place to work, with employee #1 still working here! We've done this by placing the Rightmove Hows at the heart of everything we do. These are the essential values that reflect our culture, and include:
• We create value…by delivering results and building trust with partners and consumers.
• We think bigger…by acting with curiosity and setting bold aspirations.
• We care deeply…by being real, having fun, and valuing diversity.
• We move together…by being one team - internally collaborative, externally competitive.
• We make a difference…by focusing on delivering measurable impact.
• We believe in careers that open doors and help our team develop by providing an open and inclusive work environment, offering ongoing training opportunities, and supporting charity fundraising events. And with 89% of Rightmovers saying we're a great place to work, we're clearly doing something right!, At Rightmove, we believe that a diverse and inclusive workforce leads to better innovation, productivity, and overall success. We are committed to creating a welcoming and inclusive environment for all employees, regardless of their background or identity, to develop and promote a diverse culture that reflects the communities we serve.
• Cash plan for dental, optical and physio treatments.
• Private Medical Insurance, Pension and Life Insurance, Employee Assistance Plan.
• 27 days holiday plus two (paid) volunteering days a year to give back, and holiday buy schemes.
• Contributory stakeholder pension.
• Life assurance at 4x your basic salary to a spouse, family member or other nominated person in your life.
• Competitive compensation package.
• Paid leave for maternity, paternity, adoption & fertility.
• Travel Loans, Bike to Work scheme, Rental Deposit Loan.
• Charitable contributions through Payroll Giving and donation matching.
• Access deals and discounts on things like travel, electronics, fashion, gym memberships, cinema discounts and more.
• We offer hybrid working with a minimum of 2 days in the office. For our roles, such as Field or Home-based positions, different working arrangements apply - full details will be shared during the recruitment process.