Customer Support Specialist

Payment Rails

Payment Rails

Customer Service
London, UK
Posted on Wednesday, April 26, 2023
Trolley is growing quickly and we are hiring a full-time Customer Support Specialist to join our Customer Support team. The chosen candidate will be reporting to the Customer Support Manager. Your main role will be to support our customers when they have questions, through email, live chat, phone, and Slack. We’re looking for a dynamic, highly personable, motivated, and resourceful Customer Support Specialist to join our talented team. Our customers love our platform and service, you can see for yourself here.

In your role you will:

  • Provide outstanding customer service by assisting customers with their inquiries and questions.
  • Provide general information about Trolley’ products and services.
  • Deliver a world-class customer experience to our customers.
  • Build strong relationships with our customers.
  • Guide and educate customers utilizing various self-help options and articles.
  • Collaborate with CSM and engineering teams and other internal stakeholders to help customers resolve issues they are facing.
  • Listen carefully to customers and ask the right questions to recommend the best possible solution.
  • Show empathy and adopt a positive attitude that will reassure customers and provide a high level of satisfaction.

About you:

  • Minimum of 2-3 years experience in a Customer Support/Service, or an Account Management role.
  • Outstanding command of the English Language - written and spoken. You will be able to articulate with superb customer communication skills, both over the phone, in chat, and via email.
  • Experience in working with SaaS business/enterprise applications.
  • Experience in working within SLA’s and in achieving tight KPIs.
  • Detail-oriented with strong organizational skills and the ability to multitask and prioritize in a fast-paced, dynamic work environment.
  • Experience using a support CRM system, such as Salesforce, Intercom (Salesforce experience is an asset).
  • Comfortable with Google Apps (Gmail, docs, calendars, sheets).
  • Confident and proactive team player. You will also be self-motivated and able to think on your feet when dealing with customers.
  • Resourceful, sharp, friendly, quick-thinking and empathetic should be some of the adjectives used to describe you.
  • You are passionate about software and online apps.
  • You are a proven collaborator and team player who can easily liaise with different levels and departments both externally with customers and within Trolley.
  • Most importantly, you care about solving our customer problems for them.

Interested? What we offer:

  • Competitive salary and meaningful equity.
  • Join an amazing team of diverse people working together on a common mission.
  • Extended Healthcare benefits
  • 4 weeks paid vacation per year + public holidays.
  • Pension Plan.
  • Gym Membership allowance.
  • 1/2 day Fridays during summer.
  • Choice of the tools you need to do your best.