Customer Support Specialist

2 weeks ago

Leeds, United Kingdom Mable Therapy Full time

**Elevate the Mable Therapy Experience: Join Our Customer Service Team**

At Mable Therapy, we're not just reshaping online therapy - we're redefining how children and young people connect with the support they need. Central to this mission is delivering an exceptional experience every step of the way. This is where you come in.

As a key member of our customer service team, you'll be the first point of contact for our cherished schools, families, and therapists, making sure they navigate our platform seamlessly and have their concerns addressed promptly.

Our recent boost of over £3m in venture capital funding isn't just fuel for our growth; it's a testament to the trust our stakeholders place in us. As we grow, we're set on maintaining and elevating the high standard of care and responsiveness that's become synonymous with our brand.

**Why Mable?**
- Immerse yourself in a rapidly progressing environment where your work genuinely matters.
- Join a collaborative team passionate about making a positive impact.
- Be instrumental in ensuring our innovative platform offers a user experience second to none.

**Your Contribution Matters**:
We're looking for individuals with a genuine passion for service, a knack for problem-solving, and a keen ear for understanding our user's needs. If you're excited about being a crucial link between Mable Therapy and our cherished community, ensuring their experience is hassle-free and enjoyable, you're the one we've been searching for

**About the role**

As we expand our horizons, we're looking for a dedicated individual to join our customer support team. At Mable, you won't just be answering calls; you'll be the crucial bridge connecting our customers, therapists, and the broader team.

You'll be responsible for managing our service desk, It's a broad role, and we're a fast-growing company, so we're looking for someone who is excited by a challenge and cares about improving access to therapy services.

**Duties will include**:

- **Liaising & Connecting**: Collaborate seamlessly with Mable Therapists and other departments, fostering invaluable relationships.
- **Using Technology**:Keep our CRM system, Hubspot, meticulously updated, ensuring a seamless flow of information.
- **Excellence in Process**:Adhere to our Service Level Agreements and ticketing protocols, ensuring each interaction matches our standards of excellence.
- **Driving Improvement**: Share insights from customer feedback, becoming instrumental in shaping our services and solutions.
- **Shaping the Future**: As we grow, you may be asked to lead projects, share innovative ideas, and help set the roadmap for our future.
- **Upholding & Evolving**: Stay aligned with our policies and procedures, and play an active role in refining them as we expand.

**Requirements**:
**Essential**:

- Excellent written and spoken communication skills.
- Excellent IT skills.
- Experience working in a similar role within a fast-moving organisation.
- Knowledge and understanding of the needs and challenges faced by our customers.
- Leeds-based or willing to commute to Leeds at least 3 days a week

**Desirable**:

- Experience working in education or healthcare
- Experience working in organisations specialising in telehealth, mental health or special educational needs.
- Experience working with Hubspot CRM or similar.

**Attributes**:

- Highly organised: but happy to be flexible and make changes at the last minute if required.
- Good communication skills: ensuring our clients feel like they're valued and getting personal service.
- Hard-working: we're going through a period of rapid growth and need people dedicated to supporting our vision.
- Excellent problem-solving skills: as a growing company, we're overcoming new and interesting challenges on a daily basis.
- A desire to learn and develop: there are lots of opportunities for career progression as the company grows.
- Enjoy working as part of a team: we're a, sociable group and are looking for people with a good sense of humour and a positive attitude.

**Benefits**

**What we offer**
- Company pension.
- AXA private dental insurance.
- AXA private medical insurance.
- Sick pay.
- Hybrid working (at least 3 days a week in out central Leeds office).
- 32 days annual leave (24 plus 8 bank holidays), plus additional days due to Christmas shut down period.
- Opportunity for rapid career development as the company grows.
- Regular social events with our friendly team.
- Excellent transport links.

**Deadline for submission: Sunday 3rd September 2023**:

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