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Customer Support Representative Vacancy

Posted: 18-12-2018
Place: North Finchley, London

About Sendible
Sendible was recently listed by Inc Magazine as one of the fastest-growing "Software as a Service" (Saas) companies in Europe.
We create world-class productivity tools that help businesses, brands and agencies manage, monitor and measure their social media efforts. With over 135,000 users, Sendible is helping to improve the way brands worldwide manage their social media. We're looking for energetic, innovative people to join our fast-growing team of superstars.
This is a fantastic opportunity to join a fast-growing company in an exciting space (social media software) and make your mark!
Happy customers are the lifeblood of any company. We are looking for our next Customer Hero who is an articulate, detail-oriented, and people-loving problem solver to form part of the Customer Support team, ensuring that an excellent standard of service and a high level of user satisfaction is maintained at all times. Attention to detail and experience in a service driven, dynamic environment is essential.
You will be working across all teams in the organisation including Sales, Marketing, Product and Development to resolve bugs, user queries and serve as ambassadors for our brand. This role will be based in North London with the opportunity to work from our Shoreditch office and from home from time to time.
As a Customer Hero your day will be varied and constantly changing, but always working at the intersection of our customers and our platform.
Your responsibilities will include
- Answering Support Tickets in Zendesk.
- Answering Live Chats in Intercom.
- Answering and returning Phone Calls.
- Prioritisation and efficient escalation of incidents and bugs that affect any of Sendible’s products.
- Writing and updating documentation in Sendible’s Customer Support Portal
- Participation in support rotation to cover US time zones (Support hours range from 9AM - 8PM)
Tools you will use throughout your workday will include
- Sendible
- Jira
- Zendesk
- Intercom
- Stripe and Pay Pal
- Slack
- Asana
You’re perfect for Sendible if.
- You get a thrill out of delighting customers and solving their issues as quickly as possible.
- You are determined even when the going gets tough and not easily flustered.
- You are persistent in following up on issues and projects that need to get done.
- You’re organised, detail-oriented and results-focused.
- You would love to be a part of something that makes a difference to a lot of people worldwide.
- You’re driven to learn and keep learning, especially through self-teaching.
- You’re great at multitasking and can adjust priorities on-the-fly.
- You’re passionate about technology and interested in emerging technologies.
- You’re capable of providing and receiving feedback in an honest, respectful way.
- You truly enjoy a dynamic Startup environment where every day is different.
If this is you, we would love you to come and help make Sendible customers even happier!
Essential Skills and experience
- At least 1 year experience in a Customer service role preferably supporting a B2B Saas platform.
- Strong problem-solving skills.
- Impeccable English grammar and ability to translate technical jargon into Layman's terms.
- Excellent organisation skills with the ability to easily jump between and prioritise tasks.
Bonus Skills and experience
- Familiarity with Zendesk (or equivalent) and Intercom.
- Good understanding of social media and social media dashboards.
- Familiarity with Jira, Stripe and/or Pay Pal
- experience having worked with Software as a Service (Saas)
- Knowledge of SQL
What's it like working at Sendible?
- We're a fun team of interesting, passionate people who work hard because we love what we do, but also enjoy a good game of table tennis and foosball!
- We reward our hard-working employees with bonuses, days out and gift vouchers.
- Our software makes a real difference to organisations all over the world.
- Your ideas count and will make a visible contribution to our rapidly expanding company.
And what about benefits?
Other than working for one of the most exciting young companies in London, we also offer:
- Flexible working hours
- Great pension plan
- Medical insurance after 1 year
- Work-from-home opportunities
- Table tennis, foosball, monthly team drinks, breakfasts and lunches
- Option to work from our space in Shoreditch or from our HQ in North London
- Daily fruit, snacks and excellent coffee
How do I apply?
- Submit your CV and cover letter.

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