Client Support Executive

4 weeks ago

Bristol, United Kingdom Webgains Full time

ABOUT YOU

Are you someone who is passionate about customer service?

Are you able to communicate clearly and effectively both in writing and in phone calls?

Do you enjoy tackling challenges and technical issues?

If this sounds like you, we’d love for you to apply

ABOUT THE ROLE

As a Client Support Executive your role is to provide effective and timely customer service, technical support & advocating for the affiliate channel to help clients drive successful programs across a portfolio of self-service client accounts.

You will help new clients get their affiliate programs up and running, by training them on how to use our platform & advocating for working with key publishers to help them get better results from their programs. You are key to supporting our future growth, so we welcome a person who is happy to suggest ideas on how to improve our customer support functionality. As part of a small team, your voice is heard, and you will have a significant impact on how we serve our clients.

KEY ROLE RESPONSIBILITIES
- Demonstrate strong decision making in line with company goals, social, and environmental best practice.
- Provide great customer service to our network of advertisers and publishers, helping them to set up, launch, manage and grow their affiliate channel.
- Manage a portfolio of Webgains’ self-managed clients across the world; act as direct liaison on day-to-day queries, helping with both technical and commercial enquiries.
- Review accounts, provide recommendations and conduct competitor bench marking services.
- Provide support to internal Webgains’ teams in launching new self-managed client programmes.
- Conduct training calls to help clients use our technical platform and improve their program performance.
- Advocating for the channel and helping clients unlock their full potential.
- Liasing between the client support team and integration to ensure programs are launched & tracking issues are resolved efficiently.

The above list of job duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope and grading of the post.

ESSENTIAL REQUIREMENTS
- Experience in customer support role.
- Demonstratable experience in serving customers over the phone.
- A positive, upbeat people-person.
- The ability to learn technical tools with training.
- The ability to figure out technical issues, seeking support where necessary.
- Analytical approach to problem solving.
- Technical support; ability to hold technical discussions and manage ticketing, liaison with other departments till resolution
- Proactive approach to supporting clients and internal teams.
- An interest in digital services and affiliate marketing.
- An ability to prioritise issues and a desire to work in fast paced environment.
- Strong knowledge of Microsoft office programs (Excel, Word, PowerPoint, Outlook).

DESIRABLE REQUIREMENTS
- Affiliate marketing or account management experience.
- Experience in using technical tools or platforms. this may be reporting or analytics tools, content management systems, etc. The key is that you are used to navigating around technical platforms.

REWARD & RECOGNITION

We offer competitive salaries and a comprehensive benefits package, inclusive of:

- Salary: ££25,000 - £27,500
- Health and wellbeing services; Private medical and dental insurance - Helping you to Prioritise your health with comprehensive coverage and support.
- Unlimited Wellbeing counselling and coaching through our 3rd party Spectrum.Life - Empowering you with limitless resources for mental health and personal growth.
- Free language lessons with ‘Super Duolingo access - Unlocking the world with complimentary language lessons and top-tier learning tools.
- Salary sacrifice scheme; cycle to work, technology, workplace nursery support - Making your life easier with flexible and beneficial financial arrangements and support.
- Future planning services; will writing, mortgage advice - Helping you build a secure future with expert guidance and planning assistance.
- Personal insurances; gadget, pet - Safeguarding what matters most, from your gadgets to your furry companions.
- Established Pension plan - Securing your tomorrow with a reliable retirement plan.
- Weekly ‘Friday Thank You’ program; an opportunity to thank your colleagues who have gone above and beyond - Fostering a culture of appreciation and recognition every week.
- And on top of all this 25 days holiday after 1 year of service - Enjoying well-deserved time off to recharge and explore new horizons.

ROLE LOGISTICS
- Working hours: 40 per week
- Working days: Monday - Friday
- Job location: 3 days in Office (Mon, Thu, +1 other day), 2 days working from home

APPLY NOW

At Webgains, we are a people first organisation, and we live by our core values. We are always looking for outstanding individuals with diverse backgrounds and perspectives who embody these values.

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