Project Support Executive

2 weeks ago

London, United Kingdom Spacehive Full time

About Spacehive:

Spacehive is a tech-for-good company with a mission to make it easy for people to improve their local area. Our platform enables groups and individuals to design and fund ideas that bring places to life: everything from converting phone boxes into community libraries, cultivating pop-up gardens, to creating amazing street art and investing in community solar energy solutions.

As a socially minded business, our innovative approach combines technology and specialised support, empowering communities to create projects that matter to them. As market disruptors we’re re-imagining how people can transform the places they live. We have the highest success rate of any UK crowdfunding platform and are constantly striving to do things better. Over £30 million has been raised on our platform with most of this growth in the last 3 years.

Our users, and their endlessly imaginative ideas, are the magic at the heart of our business. But the idea of using crowdfunding to make places better can be a challenge to people, particularly those embarking on local change-making for the first time. We’re determined to ensure that everyone receives the high quality, personable support they need to help them transform where they live.

About the role:

We’re looking for a new Project Support Executive who is passionate about community empowerment and delivering exceptional customer service, and who will be the first port of call for our project creators and their backers on their journey using our platform. We pride ourselves on the relationship we have with our users and 98% of our interactions with them are rated as good or excellent. This role is key to that success. As part of providing best-in-class support services, your core responsibilities will be to:

  • Offer expert crowdfunding advice (which we will brief you on), helping people to plan and run their campaigns
  • Communicate via email and phone to users in a clear, eloquent and friendly way
  • Continuously review the support function & internal operations; finding and implementing ways to make efficiency gains whilst improving the quality of our users’ experience and customer satisfaction
  • Continuous maintenance of our Help Centre, creating useful guides and video tutorials
  • Lead on creating and delivering online workshops to educate and inspire new and existing project creators
  • Investigate, resolve, escalate, and report potential issues raised by users
  • Work with our product team, taking user insights and creative ideas to feed into our product development roadmap
  • Manage the payment collection & refund process, ensuring projects receive their money on time & resolve finance-related disputes
  • Craft compelling email campaigns to keep project creators and backers informed, engaged, and motivated throughout the funding process

Person Specification:

  • An eager learner who will quickly absorb knowledge and become a Spacehive crowdfunding expert
  • Exceptional interpersonal skills, displaying empathy, politeness and patience with people from a wide range of backgrounds
  • Ability to interpret user feedback to identify opportunities to improve the Spacehive platform
  • Strong organisational, time management and prioritisation skills to deal with high numbers of users and responsibilities simultaneously.
  • A keen eye for detail and confidence working with numbers
  • Confident yet humble team player who would relish being part of a plucky social enterprise, feel comfortable working under pressure and be willing to get stuck in
  • Driven and proactive, who’ll work to achieve and exceed personal and company targets
  • Proud to support our fantastically diverse mix of users

We’ll be extra impressed if you can demonstrate:

  • Data analysis skills
  • Experience of working with a CRM tool (we use Zendesk, so any experience with this would be nice, but not essential)
  • Experience working directly with developers/tech teams
  • Diverse copywriting skills
  • Charisma, confidence and an ability to inspire others with your presenting and communication skills.

Experience:

We’re looking for someone with at least a year’s experience in a customer-facing role delivering exceptional service in any capacity. We don’t necessarily need someone with years of experience, but our user base appreciates Spacehive for the people behind the platform, so it’s important that you’re able to demonstrate a passion for providing exceptional service and proactively seeking ways to help users further.

Ideally you’ll have a background which allows you to understand and empathise with our diverse range of users.

Spacehive is an anti-racist, anti-discriminatory organisation. We particularly welcome applications from Black, Asian and Minority Ethnic people, people with disabilities and people from lower income and diverse educational backgrounds who may be under-represented in our organisation.

Terms and benefits:
  • 26 working days holiday
  • Workplace pension
  • Flexible WFH/Office arrangement
  • A sociable tight-knit team working together to deliver the company mission
  • 3pm Friday finish
  • EMI share options

How to apply:

Scroll back up the page and click on 'Apply to Position', where you will be asked to upload a CV and provide a short covering letter detailing three reasons why you're the best person for the role (500 words limit) by Wednesday 1 May. We would like to have someone in the role by June but the right candidate could be hired immediately so early applications are encouraged.

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