Junior Customer Success Executive

3 weeks ago

Lutterworth, United Kingdom Hike Full time

Are you passionate about forging relationships with customers and providing exceptional support? Hike, a rapidly expanding marketing technology company, on the lookout for a dedicated Junior Customer Success Executive to become an integral part of our team. As our Junior Customer Success Executive, you will be responsible for managing customer calls, live chat support, agency account management, and creating help articles to ensure that our users have the best possible experience with our product.


What is Hike?

Hike is a rapidly growing, seed-funded SEO marketing technology that offers a unique software solution in a competitive market. Our aim is to help small businesses beat bigger businesses and we’re doing this by shaking up the SEO software industry, competing with established players like Semrush and Moz, and revolutionising how small businesses tackle SEO with our user-friendly, AI-powered, automated platform for website optimisation. Our approach is working. In just under four years, we've seen consistent growth and now have over 10,000 users across 70+ countries.


Responsibilities:

  • Handle customer Zoom calls, providing timely and effective support.
  • Manage agency accounts, ensuring that agency clients receive tailored support and guidance.
  • Assist Hike's live chat support, delivering a responsive and engaging experience for our users.
  • Create and update help articles to educate customers on using Hike's platform.
  • Develop a thorough understanding of Hike's platform, enabling you to provide accurate, tailored guidance to our customers.
  • Collaborate closely with our Customer Success, Marketing, and Development teams to ensure a seamless customer experience and prompt resolution of issues.
  • Record customer interactions, feedback, and insights to inform product improvements and support resources.
  • Identify upselling and cross-selling opportunities, offering customers relevant information about Hike's additional services and features.
  • Continuously refine the customer support process by identifying inefficiencies and recommending improvements.


Requirements:

  • Though full training will be provided, previous experience in customer support and account management is a plus.
  • Exceptional communication and relationship-building skills, with the ability to convey complex information in a clear, concise manner.
  • Strong problem-solving and critical-thinking abilities.
  • Excellent multitasking and time management skills, capable of handling multiple customer inquiries at once.
  • A proactive, adaptable attitude with a willingness to learn.
  • A team player mentality, contributing to a positive work environment and collaborating effectively with colleagues.


If you're excited about joining a fast-growing technology company and playing a key role in our customer support strategy, we'd love to hear from you As a Junior Customer Success Executive at Hike, you'll be part of a team of passionate individuals committed to disrupting the small business SEO landscape. You'll have the opportunity to make a real difference in the lives of our users, helping them navigate our platform and improve their online presence.


Salary & Benefits:

  • Working Arrangement: Hybrid
  • Working Hours: 9am-5:30pm for 2 days/week (office-based), 11:30am-8pm for 3 days/week (work-from-home)
  • Contract Type: Permanent
  • Hours: Full-Time
  • Salary: £24k - £26k base salary, depending upon experience
  • Benefits: We offer 25+ days of holiday per year, plus access to Perkbox with points to spend, a competitive pension scheme, and a MacBook laptop.


As this role requires a hybrid working arrangement, we require you to be UK-based and have the ability to drive to our office in Lutterworth, Leicestershire. All non-UK-based candidates will be rejected immediately.

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