Customer Support Specialist - London, United Kingdom - Risk Ledger

Risk Ledger

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

About us:

Risk Ledger is developing a network of connected organisations, all working together to defend against cybersecurity attacks in the supply chain.

Organisations rely on us to establish trust, through sharing their security maturity and visualising the risks posed by their supply chain ecosystem.

And we're already trusted by customers like ASOS, Snyk, BAE Systems and the NHS.

We are putting together an amazing and talented team from a diverse set of backgrounds and skillsets to drive us towards our vision.

Risk Ledger is built on the respect we have for one another and our users, united by our shared values and mission.

Every one of us is still learning: it's how we grow as individuals. We're curious. We're ambitious. And we're humble and honest. At Risk Ledger, we aim high to find the best solutions we can and always put our users first.

The team:

We are looking for a Customer Support Specialist to join our Customer Success team.

You will be our second hire into the team, primarily responsible for managing and expanding our support function, driving user engagement and making sure we provide our users with the best possible experience when using Risk Ledger.

This is an exciting role where you will work closely with all areas of the company, from your fellow Customer Support Specialist to Product and Customer Success through to Sales and Marketing, providing technical and strategic input to maximise the value we bring to customers.

The role:

As the second Customer Support Specialist within our team, you will have the opportunity to continue building out our support function, taking ownership of developing and improving our internal support processes.

The opportunity for growth at Risk Ledger is as big as your ambition. If you love to learn, work towards ambitious goals and are excited to help us scale Customer Support as we grow, then we would love to hear from you

In this role you will:

Collaborate with technical teams internally and manage the escalation of issues to ensure they are resolved
Educate customers on product functionality and refer them to relevant documentation
Where required, conduct customer handovers to Sales and CS teams
Create Help Centre articles and make sure the Help Centre is kept up to date
Work closely with our Product and Customer Success teams on creating training material and communications to users for new feature releases
Support the wider teams in Customer Success, Product, Sales and Marketing to identify new opportunities and provide them with feedback to develop the existing product and processes

You'll have:

Strong problemsolving skills; an analytical mind and loves to help customers achieve your goals both independently and collaborating crossfunctionally with other teams
Understand that true customer support is not just about resolving tickets quickly and is always striving to achieve the greatest possible impact for customers
Have excellent written and verbal communication skills, with the ability to articulate Risk Ledger's value proposition and functionality to various audiences
A high level of EQ you hold yourself accountable and can show empathy and resilience when helping to resolve customer issues
Ambition and the drive to take initiative to identify and take ownership of opportunities to improve the support function and Risk Ledger as a whole as well as continually growing your own skills and capability
Have a strong interest in technology and the inclination and aptitude to continuously learn new things

- (Beneficial but not essential) experience in using Intercom

Salary range
- £40,000—£45,000 GBP

The perks

Competitive base salary
Generous EMI equity package
3% employer match on pension
24 days annual leave + bank holidays
Additional 30 days of unpaid leave per year to use as you wish
Adhoc companywide paid time off last year we gave everyone a week of 'rest leave' in August to recharge post our fundraising
Private healthcare with AXA Insurance including enhanced mental wellbeing coverage
Hybrid working policy, typically 23 days in the office
Enhanced family (parental) leave genderneutral policy, 12 weeks paid leave
5 days Caretaker's leave
Enhanced occupational sick pay

- £500 wfh budget