Senior Customer Champion - London, United Kingdom - Napo

Napo
Napo
Verified Company
London, United Kingdom

1 month ago

Tom O´Connor

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Tom O´Connor

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Description

About Napo:


What we're looking for:

We are looking for an empathetic self-starter to join us as a Customer Support Champion. You must be passionate about interacting with and delighting customers and putting customers' needs first. You have great adaptability, problem-solving skills and can easily focus on tasks.

You must be a team player and feel comfortable working closely on a day-to-day basis with your manager and be flexible to work during busy periods.


Responsibilities:


  • Become one of the first contact points for our members and prospects who have a question, problem, or, as it happens, want to share praise or something quirky with us
  • Build a deep understanding of our community's wants, spot trends and issues
  • Work closely with the Claims team and support them with member queries
  • Work on admin tasks such as cancellations, payments/refunds and Direct Debit change requests
  • Be able to find tools and platforms to help the team work efficiently
  • Help onboarding new champions to the team
  • Help plan the weekly/daily priorities for the team in line with our SLA's and goals
  • Handle complaints constructively and in line with company and FCA guidelines, consulting your manager so that clear action is in hand.

Qualifications
***:

  • You have 3+ years of customer support experience in B2C (ideally, startups).
  • You enjoy talking to customers and solving their problems and can break down complex issues and explain them clearly and simply.
  • You are datadriven and can organise your entire workflow around metrics such as customer satisfaction and operational efficiency.
  • You have excellent oral and written communication in English and interpersonal skills.
  • You have experience working with Intercom and ideally ClickUp
  • You are a strong team player who can collaborate across teams and key stakeholders in the business.
  • You are a selfstarter with a "cando" attitude and thrive working in a dynamic, fastpaced startup environment.
  • Want to learn and grow.

Benefits:


  • A competitive salary plus a generous stock options package
  • Flexible and remotefriendly work environment (for now, we would ideally love to have people in the office 2 days per week we have a nice office in central London)
  • All the equipment for you to do your best work
  • Budget for personal growth and training
  • 25 days holiday
  • Various benefits such as;
  • BUPA health insurance
  • Napo insurance for your pet(s)
  • Pension scheme
  • Unlimited GP video consultation (free Babylon Health membership)
  • A lot more great stuff (feel free to ask)

Our values:


  • Be candid and authentic.
  • We bring our true selves to work who we wholly are.
  • We are transparent and are not afraid to share information with each other good and bad news.
  • Trust and care for each other.
  • We trust each other to do the right thing.
  • We are not afraid to make mistakes, and we ask for help when we need it.
  • We encourage each other; when people struggle, we help them.
  • Do the right thing.
  • We are fair to our customers, and we care about the wellbeing of their pets.
  • When facing difficult decisions, we put ethics above profits.
  • We always act in the best interest of the company.
  • We are all owners and optimise for impact.
  • We are always looking for the most impactful thing to work on.
  • We take responsibility, and we're problem solvers hold yourself and others accountable.
  • Nothing is somebody else's problem; we are collaborative and always jump in to help where needed.
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