Customer Support Executive

7 months ago


Cambridge, United Kingdom Ko-fi Full time

**What is Ko-fi?**

**Ko-fi is the go-to platform for indie creators (artists, podcasters, bloggers) to make an income doing what they love.**

So far Ko-fi Creators have earned $250 Million from Donations, Memberships and sales of products and commissions. We grew over 60% last year and creators now earn over $100 Million per year on Ko-fi.

**Purpose of the role**

At Ko-fi, our heartbeat is the success of our creators. In this role, you'll be the champion of creator satisfaction, ensuring every interaction with Ko-fi leaves them feeling supported and empowered.

Your mission is to enhance the creators' journey, turning their passion into paychecks. By providing top-notch support, you'll directly contribute to increasing the number of creators who happily receive payments each month on Ko-fi.

You're not just solving problems; you're nurturing the creative dreams of thousands, helping to grow the vibrant community that calls Ko-fi home.

**Things you’ll do**

As a Support Executive at Ko-fi, you're much more than just a problem solver—you're a vital connector. Here’s a glimpse into your daily adventures:

- **Be the voice and ears of Ko-fi**: You'll be the crucial link between Ko-fi's product team and the vibrant community of creators and supporters, ensuring their voices are heard and their needs are met.
- **Resolve and enlighten**: Dive into the enquiries and challenges of our community, offering solutions and guidance to help them make the most of the Ko-fi platform.
- **Shape our journey**: Your insights from interacting with creators will be key to influencing Ko-fi's future direction, helping us evolve in ways that truly matter to our users.
- **Chase the bugs**: When tech gremlins appear, you'll be on the case. Replicate and dissect issues, then collaborate with the product team to squash bugs and streamline the creator experience.
- **Enhance and innovate**: You're always on the lookout for ways to refine our help centre and support processes, making sure every creator's path is paved with clarity and ease.
- **Grow and specialize**: As Ko-fi flourishes, so will you. Whether it's becoming a wizard in a specific feature or leading the charge in improving our processes, your growth is part of our blueprint.
- **Use systems and tech**: From chatbots to automation, you’ll be empowered to investigate and adopt tech that helps us in our mission to better serve creators whilst improving your own skill set.

**What We’re Looking For**

We're on the lookout for a Support Executive who's not just adept at solving problems, but who also embodies the spirit of Ko-fi. Here's what makes you the perfect fit:
**Empathy and patience**: You bring a naturally polite and understanding approach to every interaction. You're at your best even when faced with challenges, offering helpful solutions with grace.

**Exceptional communication**: With your excellent command of written English, you turn complex issues into simple, actionable advice. You're a whiz at enhancing explanations with the right visual aids, making sure every creator feels heard and supported.

**Proactive organisation**: You're a master at juggling tasks, discerning which cases to prioritize, and identifying trends that can inform our support strategy. Your ability to manage a diverse workload makes you a standout.

**Teamwork and autonomy**: Flourish in a team setting, contributing to collective goals, yet also excel when flying solo, driving projects to completion with your own initiative and insight.

**Passion and drive**: Bring an innate enthusiasm to your role, fueled by a desire to make things better not just because it's your job, but because it's your passion and it's who you are.

**Extra Credit**:
While not mandatory, these qualities could make you shine even brighter:

- You have a knack for technology and an understanding of HTML, CSS and JavaScript.
- Perhaps you've used integrations like Zapier, WordPress, or have even built your own website.
- Having hands-on experience with Zendesk, or a similar platform.
- Knowledgeable about privacy, security, and payment systems.
- Experience in a support role, especially within a consumer-tech environment.
- You're interested in systems and tech for support such as chatbots and automation.
- Being a creator yourself, understanding firsthand the journey and needs of our community.

**Benefits**

**Work mostly remotely (if you want).** Minimum one day in the Cambridge office, but it’s up to you where you spend the rest of your time. If you want to work from a co-working space, we’ll cover that too.

**Competitive compensation.** The salary range for this role is **£24,000 - £32,000** depending upon experience.

**Personal development budget.** We’ll invest in you with an annual training allowance.

**Matched pension.** Minimum 5%, matched up to 10% of salary.

**Wellness allowance.** Monthly allowance to spend on physical and mental health activities.

**Bonuses.** Get regular bonu



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