Customer Support Executive

Job 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)

🌴 ...and 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. We have 3 days a week in the office, the days are Monday, Tuesday and Thursday.

Diversity and Culture at Ben

We are organically growing a brilliantly diverse, inclusive and respectful bunch of people we are extremely proud of. This should go without saying but all applications are very much welcome. If you need any adjustments to support you with your application, just let us know by emailing jobs@thanksben.com.

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.

We have been featured in TechCrunch and Financial Times (to name a few) and we're super proud to be backed by some of Europe's leading VC funds including Atomico, Seedcamp, Cherry, and DN Capital and the people behind companies such as Indeed.com, Peakon, Personio, Wise, Workday, and GoCardless.

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...

• Answering a range of queries through our online chat and support email from customers and their employees in a timely manner according to our internal SLAs (24-48 hours)

• 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 self-serve

• 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

• A basic understanding of information security and how to apply it to sensitive information and customer data (GDPR compliance)