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Customer Support Advocate UK/EMEA

4 weeks ago

United Kingdom Ortto Full time

Position Description


The Customer Support Advocate is responsible for working directly with our customers, managing level 1 & 2 support functions, supporting customers with strategic insights, and focusing, engaging and growing customers with the Ortto App.


The Customer Support Advocate will solve customer queries, offer product insights, track user feedback, report and escalate issues, and act as the bridge between our customers and our internal teams.


This is an opportunity to join a fast-growing software company based in Australia and will allow you to develop your problem-solving and technical skills, online business models, and marketing skills you can use throughout your career. You’ll also be a natural with customer support, troubleshooting and juggling priorities.


This role has a great work/life balance with the opportunity to “work from anywhere”, provided you are in the GMT timezone.


This role reports to the Head of Customer Support based in Australia.


Key Responsibilities


  • Become an expert of the Ortto App in order to help our customers be successful in their businesses.
  • Ensure all customers have a great experience with the product - a crucial part of the role is ensuring we make the product as easy to use, reliable, bug-free, and as fast as possible.
  • Own customer communications and issues from initial contact until resolution.
  • Within the support team, work directly with product and wider teams to identify current issues, support ticket trends, and consolidate feedback to offer informed opinions on potential solutions.
  • Creation and ongoing management of Ortto training resources and recommending system improvements based on user interaction and input.
  • General client support and resolution, across multiple channels, managing; general product and account questions, bugs, product tasks, new functionality requests and communications.


Requirements


  • 2+ years experience in an online Customer Support role.
  • Demonstrated passion and interest in marketing technology and previous experience using solutions such as MailChimp, Shopify, etc.
  • Fast learner, you take the time to study and pick up new skills quickly.
  • Experience and technical knowledge in SaaS, marketing software and CDP/Reporting platforms.
  • Excellent communication and written skills, the ability to explain complex topics in easy-to-understand and concise language (English).
  • Natural problem solver who loves helping people, who can easily adapt and troubleshoot on the fly.
  • Self-starter who can take initiative and is energised even when a clear path isn't laid out for you.


The Perks


  • Flexibility. Work from anywhere, our preference is that you are based in the GMT timezone.
  • Work in a product-led organisation with a talent-dense group of highly passionate people. We value producing a high-quality product and continuous improvement.
  • Competitive salary ranging from £40,000 to £50,000, based on experience and qualifications.
  • Enjoy a 4.5-day work week with rotating half days, shared with other agents in your region.
  • A one-time home office setup allowance of £330.
  • Home office allowance. We pay up to £275 /quarter.
  • Generous paid parental leave.


Hiring Process


  • Submit your application via LinkedIn.
  • Signup to highly encouraged.
  • If your experience and skillset meet the job requirements, you will be asked to a 30 Min screening video conference interview where we will ask questions about your application.
  • If we think you are suitable based on our criteria, we will invite you to complete a small test project where we will see how you solve problems and answer basic customer questions.
  • If you pass the test project, you will be invited to a final interview where we will ask you questions about your test project and get you to answer questions based on common customer problems.
  • If you are successful in the final interview, we will make a competitive offer.


About the Company

Ortto (formerly Autopilot) is an Australian-founded software company that makes customer journeys simple. It combines a customer data platform (CDP), multi-channel marketing automation and analytics into a single platform. We enable customers to execute customer communication and journeys, based on data sets across the customer lifecycle, to help drive growth and retention across their customer base.


Ortto embraces flexible work, with team members working remotely across the globe and a Head Office in Sydney's CBD. Ortto is backed by great investment partners, including Blackbird Ventures, Salesforce, Southern Cross Ventures, and Rembrandt Venture Partners. We are a profitable company with a big future and are looking for the best talent to join the team and be part of our long-term vision.