CX & Support Specialist

Job Description

We are looking for our new home-based Customer Experience (CX) & Support Specialist! This is a unique opportunity to have a real impact and be a key player in our mission to deliver exceptional customer service.

We're EvaluAgent, a UK-based tech scale-up with a global footprint, serving esteemed brands like Samsung, Ubisoft, First Central, and Vitality Health. Following a $20m Series A funding round, we're poised for exponential growth, having launched our refreshed AI-fuelled SaaS platform this year.

Overview:
💰 Salary - In the region of £40,000 to £45,000 per annum based on your previous experience

📍 Location - Home based in the UK

🕒 Type - Full-time, 40 hours (flexible), Permanent

👥 Reports to - Head of Customer Experience

In this dynamic hybrid role, you’ll be at the forefront of client engagement and support. You’ll proactively connect with clients, manage ticket queues, and respond to client communications with a personal touch. From guiding clients through their initial setup to providing intensive hypercare, you’ll ensure a smooth onboarding process and address ongoing support needs. In this role, you can enjoy a mix of proactive engagement and hands-on support tasks.

We’re looking for someone with a unique blend of empathy, analytical skills, and strategic vision. You’ll be a problem-solver who can tackle immediate issues and also focus on building and implementing strategies for fostering long-term client loyalty.

Key Responsibilities:

• Customer Onboarding and Support: Guide new clients through the initial setup of the EvaluAgent platform, ensuring they understand its features and applications.
• Hypercare Support: Offer dedicated support post-onboarding, actively monitoring client integration and addressing challenges swiftly to ensure a smooth transition and sustained confidence in our services.
• Proactive Client Engagement and Support Ticket Management: Regularly interact with clients to assess their system usage and performance, identifying trends and addressing issues proactively. Manage ongoing support tickets and communications to resolve potential issues promptly, reinforcing strong client partnerships.
• Business Representation and Support: Engage with clients to identify and address both strategic and support-related issues, maintaining EvaluAgent's reputation as a client-focused organisation.
• Business Reviews: Conduct detailed quarterly reviews to discuss client experiences and system usage, focusing on both strategic initiatives and support outcomes for Customer Experience (CX) accounts.
• Identify upsell opportunities and support needs.
• Continuous Improvement in Service and Support: Use customer feedback and support metrics to drive enhancements in EvaluAgent’s solutions. Collaborate with internal teams to improve both strategic offerings and support tactics.
  
• Develop and refine support materials and documentation to help deflect common customer enquiries and streamline support processes.

About You:

Our ideal candidate will have:

• Exceptional communication skills in both written and verbal communication, adept at engaging clients and resolving support queries effectively.
• Strong Problem-solving Abilities: High technical proficiency with CRM systems, robust problem-solving skills, and a swift, effective approach to support queries.
• Proven Experience in Customer Onboarding and Support: At least 2 years experience in developing tailored onboarding plans and handling support tickets, creating educational and support materials for diverse client needs.
• Collaborative Team Player: Ability to work effectively across multiple teams to ensure a seamless customer experience, integrating customer support and engagement strategies.
• Excellent Organisational Skills: Strong time management skills with the ability to handle multiple tasks, including detailed customer records and active support tickets.
• Adaptability: Flexibility to thrive in a fast-paced environment, responding to evolving customer needs, product updates, and immediate support issues.
• Passion for Customer Service and Support: A genuine enthusiasm for customer service and support, with a client-centric approach and a commitment to continuous personal and professional development.

Perks of the job:

🏠 Home based, flexible working in the UK - Everyone works from home at EvaluAgent, and we support flexible working hours to accommodate a healthy work-life balance. If you fancy a change of scenery, use your co-working allowance (£60p/m) to work from a co-working space a couple of days a month.

🩺 Private Health Insurance with Vitality - Support for when you need it the most, including mental health support and therapy. Earn rewards towards free Nero coffee, smart watches and reduced gym memberships.

🗓️ 25 days holiday plus bank holidays - Plus your Birthday off, and the option to buy an 3 extra days.

🏝 Working Abroad - Work from anywhere for up to 6 weeks at a time, over 120 days (incl. holiday days).

📚Learning and Development - Supported Personal Development plan with an allocated budget, plus dedicated L&D days.

❤️ Volunteer Day - Spend the day making a difference in your community.

👨‍👩‍👧‍👦 Enhanced Family Leave - For Maternity, Paternity, and Adoption.

Plus all the rest: Income Protection, Group Life Insurance, a home working allowance towards broadband and electricity (£26), NOW:Pensions contribution (EvaluAgent will contribute 5%), Two company meet-ups per year, and extra team meet-ups in the UK.

About EvaluAgent

We’re on a mission to power a people-first era for contact centres – one where Employee Experience (EX) is prioritized alongside Customer Experience (CX). We plan to take our existing QA and Improvement platform to the next level and become a market-leading Workforce Engagement Platform for fast growth sales and service teams around the globe.

ED&I at EvaluAgent

We are committed to employing the best people with the right experience and qualifications for the role. We provide equal opportunities for all our candidates and employees and do not discriminate on any factors such as gender, race, ethnicity, age, sexual orientation, religion, belief, or disability. When applying, please let us know of any accessibility requirements you may have for your interviews and we will do our best to accommodate.

Application Closing Date

This role operates on a rolling interview process, meaning we will be conducting interviews until we extend an offer. As a result, candidates may progress through the interview stages at varying paces.

Ready to thrive in this exciting and flexible work culture? Join us at EvaluAgent and Make Every Day Remarkable by applying NOW! 🚀