Customer Support Executive

2 weeks ago

Bristol, Bristol, United Kingdom Zapmap Full time

The Company:


Zapmap is the UK's leading app and digital platform for Electric Vehicle drivers, enabling them to search for charge points, plan journeys, pay for charging and share insights with other drivers.

Our mission is to
make charging simple and, by doing so, accelerate the transition to electric vehicles and zero-carbon mobility.

Zapmap's platform serves more than 300k monthly active users across its web and mobile products. We also provide research and insight, news and tools to support current (and prospective) EV drivers.


We are the go to data source for the EV charging industry and, with over 10 years of industry experience and several unique data sets, offer a range of B2B services including promotion, content, data, and market insights.


The role:


We have already taken our first steps into Europe by launching our app to English drivers in France, Germany and the Netherlands, and we are also set to launch the app in America.

By the end of this year Zapmap will have also launched our app in French and we are therefore looking for someone who is fluent in French.

This important role will also have a wide scope with opportunities to support other teams with their French speaking needs, such as Marketing and Product.

Currently the role is part-time but as we grow there is a strong possibility the hours could increase or become full time.


Key responsibilities:

  • Answer all incoming support queries within our agreed timeframes ensuring tickets are correctly tagged for reporting purposes
  • Use the Zapmap app to troubleshoot queries and raise any bugs found in the appropriate way
  • Liaise with a wide range of team members using our instant message tool (Slack) to seek advice from other specialist teams
  • Take the necessary action to complete any account deletions ensuring requests are dealt within our permitted timeframes
  • Monitor and respond to our Café users when required, and take the appropriate action on any content breaking our Terms and Conditions
  • Respond to app reviews with a focus on improving our app score ratings
  • Lead on answering tickets in French and support other customer support staff with French tickets as required
  • Translate and /or proof read French website translations to assist the Marketing department if required
  • Assist the Product team as needed with translations for the French version of the app
  • Any other responsibilities as required within your skillset

Required skills:

  • Excellent written communication skills
  • Happy dealing with customers with a genuine desire to solve their issues
  • Fluent in French
  • Strong attention to detail
  • Quick to pickup instructions
  • Great problem solving skills
  • PC literate (Microsoft Office and/or G-Suite)
  • Comfortable with technology / digital tools
  • Able to work remotely from home (you'll need a stable internet connection and a quiet place to work)

Nice to have:

  • Customer support experience
  • Interest in the environment

Hours of work:
To be discussed - up to 15 hours per week with scope to increase as we scale up and opportunities for overtime

Pay rate:
£12 per hour

Contract Length: 6 months initially with scope for extension or to become permanent

Holiday allowance:
Pro-rata'd based on 25 days plus 8 bank holidays a year for a full time staff member

The EV market is growing at an extraordinary pace.

Working at Zapmap means working in a dynamic and innovative organisation, where new ideas and developments need to be actioned and deployed quickly, with each day bringing new challenges.

As one of the leading aggregator businesses in this space, you'll have the chance to actively contribute to a more sustainable future.

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