Technical Support Engineer, Customer Operations

Job Description

We’re thrilled that you’re interested in the Technical Support Engineer, Customer Operations role at Impala.

We’re on a mission to change the travel industry for the better – rebuilding its infrastructure from the ground up. This is a huge task that requires the brightest minds from travel, tech and beyond.

Our platform and APIs are breaking down the old walls of bad tech, slow integration and high costs that have held back the travel industry. And it’s not just our product that’s innovative: we’ve built a high-performance environment that’s attracting the sharpest talent and empowering people to do their life’s work. We’ve been remote-first from the beginning, with unique tools, benefits and cultural hallmarks - so you can work the way that’s best for you.

We're proud to be Tempo’s number 4 in London's best startups to work at in 2022, one of Otta’s 50 fastest-growing companies in London to accelerate your career in 2021, and featured in Sifted's Top European Startups in 2021. With backing from the investors behind the likes of Monzo, Airbnb and Deliveroo, and a product that’s attracting global attention, now’s the time to join Impala if you’re looking for a role at the forefront of reimagining a multi-trillion dollar industry.

About the role:

• As a Technical Support Engineer, you will be the first point of contact for our customers and will be accountable for providing a 5-star customer experience in every interaction
• You will assist customers in all the technical aspects of getting started with the product and using the sandbox environment during their testing and implementation phase
• You will own the end to end onboarding and technical support for Impala Stay customers and hotels
• You will develop new dashboards and tooling that helps all teams in Customer Operations manage day-to-day tasks
• You will own the Help Centre to create new content, review and update existing content to ensure we are providing the best possible self-service platform to our customers
• You will play a key part in the successful launch and continuous development of new Enterprise customers

Check in with us if this sounds like you:

• Are experienced in working with APIs or troubleshooting APIs
• You are passionate about customer support service and consistently work to help the customer be successful
• Are experienced in technical support using multiple channels (email, phone & chat)
• Possess excellent communication skills - simplifying technical language for non-technical users
• You are a customer advocate within the business to ensure we are providing a 5-star experience all around
• You share our organisational vision of democratising travel and enabling innovation across an entire industry
• You thrive on excellence, autonomy and questioning conventional wisdom

We’re not the right fit if…

• You value stability in a product and company, over change and fast growth.
• You shy away from candour and fast-paced environments.
• You prefer structure and being told what to do.

Why Impala?

• Our mission is to reimagine the infrastructure that powers travel, and that means shaking up a $1.6 trillion industry that’s crying out for change. You could be part of that journey.
• #4 best startup to work for in London according to headhunter Tempo. One of 50 fastest-growing companies in London to accelerate your career in 2021 says recruitment firm Otta.
• We care deeply about diversity and inclusion. It’s a must-have, not a nice-to-have.
• Call it David vs Goliath. We love that our product challenges the status quo and can give a leg-up to smaller players.
• Our talent is far flung, yet closely connected. Our work environment offers flexibility and a far better work-life balance.
• Remote-first since 2017 – and proud. As one of the OG’s in this field, our approach is centred around making work work for you.
• We’re growing fast, so you can chart your own career path here – the sky’s the limit.
• Our eye-opening benefits and statutory leave package is first-class.
• Click here to find out more about our culture, and here to find out more about our benefits.

More on Remote-first

We like to shout about our remote-first way of working. That’s because it goes to the very heart of who we are: it means we can attract the best talent, no matter where people are based - and allow them to set their own terms so they can do their best work. It allows us to prioritise work-life balance and mental health, while fostering diversity.

We employ anyone within +/- 2h from GMT, timezone wise for now (expanding globally in the future).