Onboarding and Customer Support Specialist

2 weeks ago


London, United Kingdom Chattermill Full time

**Onboarding and Customer Support Specialist**:
***UK (Remote or Hybrid)

**£35,000 - £45,000 per annum DOE + bonus + stock options**

**Our Perks**

❤️ Monthly Health & Wellness budget, increasing with length of service

Annual Learning and Development budget
- ️ Flexible working in a choice first environment - we trust the way you want to work

WFH Equipment (let us know what you need and we'll get it for you)

25 Holiday Days + your local bank holidays, plus an extra day for every year of service

Your birthday off

Paid sick leave

Enhanced Family Leave
- ️ Optional healthcare plan

The ability to share in the company's success through options

Perks including discounts on cinema tickets, utilities and more

Annual Chattermill summits plus regular socials throughout the year

If you're in London, a dog friendly office with great classes, events, and a rooftop terrace
- ️ **The Role**

At Chattermill, we build a platform that helps customer-centric brands like Uber, Amazon, Wise, JustEat, Booking, HelloFresh etc. to continuously delight their customers by staying ahead of millions of feedback data they are getting across a number of channels - from surveys, reviews, social media, support conversations, etc.

We are leveraging the latest NLP and LLMs tech to make sense of what their customers are saying - and combine it with analytics and visualisation to deliver proactive, context-rich insights on what to do.

We are looking for a talented and enthusiastic Onboarding and Customer Support Specialist to join our team, dedicated to delivering a seamless onboarding experience for customers, ensuring their satisfaction and ongoing support. As a member of our Customer Success team, you'll collaborate closely with revenue teams and technical departments. This role offers an excellent chance to broaden your knowledge and expertise across the entire customer journey.

**What you'll do as an Onboarding and Customer Support Specialist**:

- Develop and maintain positive relationships with clients while championing Chattermill's passion for customer care
- Maintain an excellent CSAT score while aiming to resolve issues in a timely manner
- Respond to inbound inquiries and troubleshoot technical issues raised through Intercom and via screen share
- Identify themes or recurrences in customer issues and escalate upward while making suggestions to proactively improve the platform
- Take initiative to create systems, processes, and engaging content to give clients the autonomy to resolve issues and reduce reactive activity within the team - build on current customer success programmes & automation
- Monitor key engagement metrics
- Work as part of our fantastic Customer Success Team to ensure our clients get the most out of the Chattermill platform
- Own the customer relationship during the onboarding process ensuring all customers are onboarded in a seamless, timely manner with high satisfaction
- Manage the onboarding process; adopting an agile approach in addition to delivering consistent improvements and feedback.
- Become an expert in Chattermill's technology and the possibilities it opens up for our clients
- Develop and maintain strong relationships with clients and users from an operational to executive level
- Teach users how to use the Chattermill platform to an advanced level, providing training and support to ensure they maximise the platform's capabilities

**What you'll need**:

- Experience working with a technical product offering such as AI or analytics
- Experience working with a varied base of enterprise clients and large organisations
- An understanding of and passion for the Customer Experience space, as well as for the value of customer insights and how businesses use them to inform strategy
- Excellent interpersonal skills and the ability to rapidly build rapport with others
- Strong communication skills, both verbal and written
- You're confident when speaking with senior stakeholders and thrive in client-facing situations
- You're tech-savvy and are comfortable navigating around platforms
- You're commercially minded and ambitious
- You're self-sufficient, resilient, and comfortable working autonomously

➕ **It'd be a bonus if you have experience with**:

- Working in onboarding or implementation based role

✨ **Chattermill - Who we are**:
Co-founded by Mikhail Dubov and Dmitry Isupov in 2015 while at Entrepreneur First, Chattermill was born out of their frustration that it took weeks, sometimes months, for customer research to yield any quality insights. Often, these would be out of date by the time they reached decision-makers. And it was also financially out of reach for most companies.

When they started what eventually became Chattermill, they had a hunch that they could use the newly available tech of deep learning to help companies find insights amidst messy data. Their vision was to take what agencies and cutting-edge brands were doing by hand and automate it.

Today, our



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