Customer Support Associate

4 days ago


Manchester, United Kingdom Street Group Full time

Street Group is one of the fastest-growing PropTech companies in the UK. Weʼre changing the way estate agents operate up and down the country. To help us on our mission, we’re looking for a passionate Customer Support Associate to join our dynamic and ambitious team for **Spectre**, one of our award-winning products.

In this role, you'll work closely with our customers, helping to make sure they get the most out of their Spectre accounts.

This is a fast-paced role where no two days are ever the same. On any given day, you could be troubleshooting queries for our customers, providing best practice guidance, or identifying and reporting potential system bugs or enhancements. You'll also work closely with other teams across the business, giving feedback on product development and technical issues, and supporting launches of new product features.

To complement our team, weʼre looking for someone who’s passionate about helping our customers get the best out of their accounts; who’s unflappable under pressure, and who’s happy working closely with different teams. You’re a real self-starter, a great communicator, and a confident and talented problem-solver.

As a key member of the Customer Support team, you’ll be involved in:

- Immersing yourself in the company and building knowledge of our evolving product
- Solving as many of these inbound queries as possible; e.g. helping our customers with account management issues and content creation
- Escalating complex issues to the relevant teams and individuals
- Identifying and flagging customers who aren’t getting the most out of their Spectre accounts
- Ensuring feedback flows from customers to the relevant business and product teams
- Completing daily customer or internal tasks e.g. creating custom reports, uploading customer data, creating new customer accounts
- Commitment to personal and team development in learning and expanding your knowledge of Customer Support
- Ensure information and data is kept updated in line with data protection and confidentiality procedures
- Customer Care - managing customer compliments and complaints.

**Who we're looking for**:

- You’ll come from either a Customer Service or Estate Agency background
- You’re passionate about providing an excellent customer experience
- You’ll have excellent written and verbal communication skills (fluency in written and spoken English)
- You're highly organised with exceptional attention to detail
- You’ll have strong IT-literacy
- Ability to use initiative and has strong analytical skills in resolving complex customer queries and system errors
- You’re happy to take on ownership of first-line customer support in a fast-paced, high growth PropTech company
- You’re experienced at time management and prioritisation
- You’re calm and collected under pressure
- Experience in using G Suite, Slack & CRM systems is preferred but not essential

**Why join Street Group?**:
Every member of the team shares in the success of the business with Share Options

️ Guilt-Free R&R - £1000 towards a holiday after your first year with the team (we'll even cover the tax)

Joining a culture that supports your development and encourages growth

£500 yearly L&D budget for your career development

Your birthday on us - we pay, you stay away

‘Give something back’ - 2 paid days volunteering on us

Hybrid-working - you can work from home 2 days per week

Joining a new team in an exciting business with huge ambition

Be a part of something bigger - everyone in our team is passionate about improving the entire property industry It's a huge goal, but it motivates us to do better every single day.

Fully stocked fridge and beers (or an alternative) on us every Friday afternoon

Monthly mental health coaching with Sanctus

Company and team off-sites, events and happy hours (even while remote)

‍ A chance to work on cutting edge technology

Electric car salary sacrifice scheme

Cycle to work scheme

Comfortable, relaxed office space for when we're out of lockdown - office dogs welcome

Feel good about sustainability - we're a climate-positive company

Regular wellbeing initiatives

**Salary**:



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