Customer Support Specialist

6 months ago

London, United Kingdom Risk Ledger Full time

**About us**:
Risk Ledger is developing a network of connected organisations, all working together to defend against cybersecurity attacks in the supply chain.

Organisations rely on us to establish trust, through sharing their security maturity and visualising the risks posed by their supply chain ecosystem. And we're already trusted by customers like ASOS, Snyk, BAE Systems and the NHS.

We are putting together an amazing and talented team from a diverse set of backgrounds and skillsets to drive us towards our vision. Risk Ledger is built on the respect we have for one another and our users, united by our shared values and mission.

Every one of us is still learning: it's how we grow as individuals. We're curious. We're ambitious. And we're humble and honest. At Risk Ledger, we aim high to find the best solutions we can and always put our users first.

**The team**:
We are looking for a Customer Support Specialist to join our Customer Success team. You will be our second hire into the team, primarily responsible for managing and expanding our support function, driving user engagement and making sure we provide our users with the best possible experience when using Risk Ledger.

This is an exciting role where you will work closely with all areas of the company, from your fellow Customer Support Specialist to Product and Customer Success through to Sales and Marketing, providing technical and strategic input to maximise the value we bring to customers.

**The role**:
As the second Customer Support Specialist within our team, you will have the opportunity to continue building out our support function, taking ownership of developing and improving our internal support processes.

The opportunity for growth at Risk Ledger is as big as your ambition. If you love to learn, work towards ambitious goals and are excited to help us scale Customer Support as we grow, then we would love to hear from you

**In this role you will**:

- Collaborate with technical teams internally and manage the escalation of issues to ensure they are resolved
- Educate customers on product functionality and refer them to relevant documentation
- Where required, conduct customer handovers to Sales and CS teams
- Create Help Centre articles and make sure the Help Centre is kept up to date
- Work closely with our Product and Customer Success teams on creating training material and communications to users for new feature releases
- Support the wider teams in Customer Success, Product, Sales and Marketing to identify new opportunities and provide them with feedback to develop the existing product and processes

**You'll have**:

- Strong problem-solving skills; an analytical mind and loves to help customers achieve your goals both independently and collaborating cross-functionally with other teams
- Understand that true customer support is not just about resolving tickets quickly and is always striving to achieve the greatest possible impact for customers
- Have excellent written and verbal communication skills, with the ability to articulate Risk Ledger's value proposition and functionality to various audiences
- A high level of EQ - you hold yourself accountable and can show empathy and resilience when helping to resolve customer issues
- Ambition and the drive to take initiative to identify and take ownership of opportunities to improve the support function and Risk Ledger as a whole as well as continually growing your own skills and capability
- Have a strong interest in technology and the inclination and aptitude to continuously learn new things
- (Beneficial but not essential) experience in using Intercom

**Salary range**
- £40,000—£45,000 GBP

**The perks**
- Competitive base salary
- Generous EMI equity package
- 3% employer match on pension
- ✈️24 days annual leave + bank holidays
- Additional 30 days of unpaid leave per year to use as you wish
- Ad-hoc company-wide paid time off - last year we gave everyone a week of 'rest leave' in August to recharge post our fundraising
- Private healthcare with AXA Insurance - including enhanced mental wellbeing coverage
- Hybrid working policy, typically 2-3 days in the office
- Enhanced family (parental) leave - gender-neutral policy, 12 weeks paid leave
- 5 days Caretaker's leave
- Enhanced occupational sick pay
- £500 wfh budget
- All the learning resources and books you want to aid in your personal development
- Regular socials to unwind and have some fun

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