Customer Support Specialist

3 weeks ago

London, United Kingdom GetGround Full time

We're a well-funded Tech scaleup in Europe and Asia with a mission to make the world fairer and more productive. We are doing this by making assets more transparent, trustworthy and accessible - starting with real estate. Incomes have stagnated, so more access to high value assets like real estate = less wealth inequality. We have first mover advantage

Our CEO and co-founder Moubin had a successful career at McKinsey and private equity firm, APAX. Our CTO and co-founder Misrab is a Stanford Computer Scientist who scaled the data team at Gojek, a Tech unicorn in Asia.

Our values sit at the core of GetGround - no BS, pursuit of excellence, feedback obsessed and healthy egos.

**GetGround in numbers**:

- ‍‍ 85 colleagues (ex Google, Deliveroo, Feedzai etc)
- £1Bn of assets on our platform
- 15,000+ users across 70 countries
- Global hubs (UK, Portugal, Hong Kong, Singapore)

**Customer Support Specialist | Hammersmith, London**:

- (hybrid working with 3 days in our new Hammersmith office per week is required)_

We're looking for a detail-oriented and empathetic problem solver to join our Customer Support team. You will report into our Team Lead and assist with all day to day operational activities and an opportunity to help improve current processes and be involved with designing world class customer support. We want to ensure our customers have a seamless experience and that requires effective information flows throughout our business.

**What you will do**
- Provide customer support by talking directly and honestly with our customers in a timely and accurate way to ensure they're treated fairly and can share their thoughts and concerns
- Understand, prioritise and escalate our customers' feedback and feature requests to the Product team (who build our app)
- Update our internal databases with information about technical issues and useful discussions with customers
- Identify customer needs and help customers use specific features
- Analyse and report product malfunctions (for example, by testing different scenarios or impersonating users)
- Follow up with customers to ensure their technical issues are resolved, meeting our ambitious SLAs

**The skill and experience you will have**
- You've worked in a similar Customer Support environment
- A passion for building good processes and documentation
- Have proven experience dealing with a high volume workflow and prioritisation
- Clear communication skills both written and verbal in english
- Excellent administration skills, computer literacy and an expert eye for detail

**Our benefits**
- Competitive salary + stock options
- Private health + dental benefits
- Flexible/hybrid working (check details with your recruiter)
- 12 mental health days off annually (1 per month) PLUS holidays and public days off
- Mental health support - 24/7 access to mental health support, counselling, therapy & coaching through Spectrum.Life for all employees and their immediate family
- Team and company-wide events
- 360° performance reviews to promote a culture of growth and development
- Support for conferences and professional learning & development

[+ other localised benefits depending on your office location e.g. free breakfast daily in London)

**What we are doing**

We are building the first end-to-end real estate investment offering - making the dream of owning real estate more accessible to everyone globally.

**Diversity & inclusion at GetGround**
- 42% of our employees identify as female or non-specified, 58% as male
- 19 nationalities represented across offices in 5 countries
- Our work on Design Accessibility
- Inclusion is at the heart of our culture - we celebrate and reflect on key D&I and cultural events such as: Black History Month, International Women's Day and Pride

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