Customer Support Executive - London, United Kingdom - Ben

Ben

Verified Company

London, United Kingdom

4 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Let's start with our BENefits:

- (... It's all in the name _)_

£30K base salary +
equity, so you own what you build

£100 monthly personal Ben Balance:
for whatever works for you, whether that's Netflix, Spotify, or a really expensive cup of coffee This allowance will
increase by £50 for each year of service until you reach £250

£500 annual Learning & Personal Development Ben Balance:plus 3 days paid study leave a year to support you with your professional development

£500 work from home set up allowance, which you can put towards your home office

Weekly lunch provided in office so you can spend quality time with the team over some tasty food

28 days of holidays a year (plus bank holidays, which you have the option of
swapping for days of celebration that are significant to you)

an option to buy or sell 5 days per year
. Also, your holiday entitlement will increase to 30 days at your 3rd year of service**
Enhanced parental leave and
workplace nursery scheme to support with the cost of childcare in a nursery setting

Comprehensive and tailored mental health support through a leading provider

Access to a
Gympass membership

Comprehensive
Private Medical Insurance

Team activities:
we have quarterly team social budgets to support spending time together and we frequently organise company wide events

Flexible working - we're serious about life/work balance

Diversity and Culture at Ben:

- (...because it doesn't belong at the bottom of an ad)_

Our culture is
ever-evolving and is
defined by our people. We don't hire clones,
we hire individuals.

We celebrate
diversity
We
listen to our people
We work
autonomously

- and..._

We have
fun while doing it

Our Mission:

The way companies reward their people today is broken - it's a rigid, one-size-fits-all approach that hasn't evolved to meet the demands of the modern workforce.

How we work is changing, but compensation - salary, bonus, equity, benefits - has been stuck in the the same place for decades.

Ben is changing that, starting with employee benefits. Our mission is to
make benefits and pay work for everyone, everywhere.

Your Mission:

We're looking for a
Customer Support Executive to help give our customers the best service, whilst also working with the team to lay the foundations of our support function.

You'll be working across various teams to problem solve a variety of customer issues, requests, and day to day questions.

You will get broad exposure across the business and take full ownership of projects, so this is a great opportunity for someone who is keen to learn fast and be part of something really exciting

What you'll be working on...

Proactively troubleshooting and problem solving a variety of questions, working closely with our Operations and Customer Success teams to find the best solutions for our customers
Report and escalate bugs, errors and issues that our customers encounter on the Ben platform to our Tech team, clearly communicating resolution times to manage our customers expectations.
Ensure you are tracking the most frequent inbound queries and that our Customer FAQ site is up to date with relevant resources _(videos, screen recordings, help articles etc) _to help reduce the number or queries, enabling customers to selfserve
Work closely with your line manager on Customer Support projects aimed at reducing the number of inbound queries and improve our Customer Satisfaction and NPS
Handle our customers' data according to our confidentiality and security policies, sharing important customer data with our partners and users

We think you will excel in this role if you have...

Proficient English verbal and written communication skills is a must, as you'll be communicating with our customers daily
Ideally experience and knowledge of support software tools _(Zendesk, JIRA, Intercom, Django, Google sheet or similar)_
The devil is in the detail strong attention to detail
Proactive to find solutions and a great problem solver, we expect everyone to take full ownership of their own projects and tasks
A genuine passion and desire to help people with some experience dealing with challenging customer queries