Customer Support Specialist

3 weeks ago

London, Greater London, United Kingdom Peoplevine Full time

Location: Hybrid, London UK (2/3 days in the office)

Hours: 40 per week

Reports to: Head of Customer Experience

About Peoplevine

Peoplevine is a rapidly growing software company that provides a revolutionary SaaS platform for hospitality organizations. Our platform empowers subscription-based hospitality organizations to build communities where members have an experience of belonging. We have a rapidly expanding customer base of private member clubs, boutique hotels and resorts, luxury residential and coworking spaces. With a presence in London, UK, we are committed to revolutionizing the hospitality industry with our innovative solutions.

About this position

Peoplevine is seeking an experienced Technical Support Engineer based in London to lead our Support in EMEA. As a Technical Support Engineer, you will be responsible for ensuring our customers receive exceptional service and prompt resolutions to their issues while identifying opportunities to improve efficiency and experience. You will leverage your skills and technical expertise to guide the client, manage escalations, and contribute to the continuous improvement of our support processes. This role is pivotal in maintaining high customer satisfaction and operational efficiency.

As part of our Customer Success function, it is imperative that you are prompt and accurate with your response to our clients. You will need to research, identify and troubleshoot the issue prior to escalating it to the engineering team. This involves validating the type is issue (training, bug etc.) and the impact it has. Having the ability to logically understand and troubleshoot customer issues is key to your success.

Key responsibilities

Customer Support Engineer:

  • Oversee the day-to-day operations of the technical support needs, ensuring timely and effective resolution of customer issues via phone, email, and chat.
  • Manage complex and high-priority escalations, working directly with customers and internal teams to achieve satisfactory outcomes.
  • Ensure all support requests are accurately documented, categorized, and tracked in the support system.

Process Improvement and Quality Assurance:

  • Develop and implement support processes and procedures to enhance efficiency, consistency, and quality of service.
  • Monitor support metrics and KPIs, analyse trends, and prepare reports for senior management.
  • Conduct regular quality assurance reviews of support interactions to identify areas for improvement and training needs.

Cross-Functional Collaboration:

  • Work closely with Product, Engineering, Sales and CX teams to communicate customer feedback and advocate for product enhancements.
  • Participate in product development discussions to provide insights from the support perspective.
  • Ensure seamless coordination with other departments to address customer needs comprehensively.

Customer Success and Satisfaction:

  • Develop and maintain strong relationships with key customers, understanding their business needs and ensuring their success with our platform.
  • Create and manage a customer feedback loop to continuously gather insights and drive product improvements.
  • Organize and participate in customer success initiatives, such as webinars, user groups, and training sessions.

Position Requirements

Experience and Skills:

  • Experience working with and configuring support management tools, specifically Intercom.
  • Proven experience in a technical support engineering or leadership role, preferably within a SaaS or technology company.
  • Excellent verbal and written communication skills, with the ability to effectively communicate complex technical concepts to both technical and non-technical audiences.
  • Strong problem-solving and analytical skills, with a proactive approach to identifying and addressing issues.
  • Demonstrated ability to lead and motivate a team, fostering a positive and productive work environment.
  • Solid understanding of computer hardware, software, operating systems, and common software applications.
  • Proficiency in troubleshooting network connectivity issues, including wireless networks.
  • Familiarity with remote desktop applications and remote troubleshooting techniques.
  • Ability to use Excel CSV data and/or SQL to query and upload data sheets to our database.
  • Ability to provide a detailed analysis and step-by-step guidance on how to replicate a bug when identified by client or QA.

Attributes and Qualifications:

  • Strong customer service orientation, with a passion for delivering exceptional support experiences.
  • Excellent time management and organisational skills, with the ability to prioritise and manage multiple tasks effectively.
  • A commitment to continuous learning and professional development.
  • Must have the right to live and work in the UK and be based in London.

Additional Skills (not mandatory but a plus):

Experience with coding languages (HTML, Java, Python, etc.).

Background in the travel and hospitality industry software.

Understanding of QA processes and methodologies.

Previous experience with platforms such as Sevenrooms, Micros Symphony, Square, GoCardless & Stripe.

We are an equal opportunity employer and value diversity at our company. We actively hire for cultural growth. We welcome people of all ages, backgrounds and value people who take a journey unique to them. We provide everyone with equal access to professional development. You are encouraged to apply even if your experience doesn't precisely match the job description.

  • IT Support Specialist

    4 days ago

    London, Greater London, United Kingdom Think Specialist Recruitment Full time

    Job Summary:Think Specialist Recruitment is seeking an experienced IT Support Specialist to join our client's growing team. As a key member of the IT department, you will be responsible for providing first-level support to end-users, addressing hardware, software, and network-related issues.Key Responsibilities:Provide technical assistance to end-users,...

  • IT Support Specialist

    2 days ago

    London, Greater London, United Kingdom Hays Specialist Recruitment Limited Full time

    Job PurposeAs an IT Support Specialist at Hays Specialist Recruitment Limited, you will be responsible for delivering exceptional technical support to our clients. This role requires a strong understanding of PC software, network administration, and cloud computing. You will work closely with our team to ensure timely and professional delivery of technical...

  • IT Support Specialist

    1 day ago

    London, Greater London, United Kingdom Hays Specialist Recruitment Limited Full time

    Job PurposeAs an IT Support Specialist at Hays Specialist Recruitment Limited, you will be responsible for delivering exceptional technical support to our clients. This role requires a strong understanding of PC software, network administration, and cloud computing. You will work closely with our team to ensure timely and professional delivery of technical...

  • Administrative Support Specialist

    3 days ago

    London, Greater London, United Kingdom Think Specialist Recruitment Full time

    **Exciting Opportunity for a Junior Administrator**Think Specialist Recruitment is delighted to be working with a leading organisation within the Financial Services sector, who operate in a dynamic industry with a diverse customer base. They have a fantastic opportunity for a Junior Administrator to join their team.This position would be ideal for someone...

  • IT Support Specialist

    4 days ago

    London, Greater London, United Kingdom Hays Specialist Recruitment Limited Full time

    Job SummaryWe are seeking a highly skilled and experienced IT Support Specialist to join our team at Hays Specialist Recruitment Limited. As a key member of our IT department, you will be responsible for providing technical support and assistance to our clients, ensuring that their IT needs are met and exceeded.Key ResponsibilitiesProvide technical support...

  • Customer Support Specialist

    15 hours ago

    London, Greater London, United Kingdom Pick for Britain Full time

    About Pick for BritainPick for Britain is a dynamic and innovative company that is poised for success in the PropTech industry. We are a SaaS business that has seen double-digit year-on-year growth and is committed to delivering exceptional customer service to our clients.Job SummaryWe are seeking a highly skilled Customer Support Specialist to join our...

  • Customer Support Specialist

    10 hours ago

    London, Greater London, United Kingdom Pick for Britain Full time

    About Pick for BritainPick for Britain is a dynamic and innovative company that is poised for success in the PropTech industry. We are a SaaS business that has seen double-digit year-on-year growth and is committed to delivering exceptional customer service to our clients.Job SummaryWe are seeking a highly skilled Customer Support Specialist to join our...

  • Behaviour Support Specialist

    3 weeks ago

    London, Greater London, United Kingdom Certitude Support Full time £35,365

    Behaviour Support SpecialistLocation: Hybrid working options availableSalary:£35,365 per annum Job Summary:Join Certitude Support as a Behaviour Support Specialist and contribute to our mission of enhancing the lives of individuals in need. We are a prominent provider in the adult social care sector, dedicated to delivering exceptional support...

  • Support Specialist

    20 hours ago

    London, Greater London, United Kingdom Hestia Housing Support Full time

    About the RoleWe are seeking a highly motivated and compassionate Support Specialist to join our team at Hestia Housing Support. As a Support Specialist, you will play a vital role in providing high-quality care and support to our service users with complex mental health needs.Key ResponsibilitiesManage a caseload of service users with diverse health and...

  • Support Specialist

    16 hours ago

    London, Greater London, United Kingdom Hestia Housing Support Full time

    About the RoleWe are seeking a highly motivated and compassionate Support Specialist to join our team at Hestia Housing Support. As a Support Specialist, you will play a vital role in providing high-quality care and support to our service users with complex mental health needs.Key ResponsibilitiesManage a caseload of service users with diverse health and...

  • Customer Support Specialist

    1 day ago

    London, Greater London, United Kingdom Henderson Scott Full time

    About Henderson ScottHenderson Scott is a leading provider of cutting-edge cybersecurity solutions, dedicated to protecting organizations from digital threats. As a fast-growing company, we are seeking a talented and experienced Customer Support Specialist to join our UK-based team.Job OverviewWe are looking for a skilled Customer Support Specialist with a...

  • Customer Support Specialist

    3 days ago

    London, Greater London, United Kingdom Henderson Scott Full time

    About Henderson ScottHenderson Scott is a leading provider of cutting-edge cybersecurity solutions, dedicated to protecting organizations from digital threats. As a fast-growing company, we are seeking a talented and experienced Customer Support Specialist to join our UK-based team.Job OverviewWe are looking for a skilled Customer Support Specialist with a...

  • Administrative Support Specialist

    4 days ago

    London, Greater London, United Kingdom Think Specialist Recruitment Full time

    **Job Summary**Think Specialist Recruitment is seeking a highly organized and detail-oriented individual to join our team as a Junior Operations Coordinator. This exciting opportunity is perfect for someone looking to start their career in administration and is eager to learn and grow with a dynamic company.**Key Responsibilities**Manage and maintain...

  • Administrative Support Specialist

    2 days ago

    London, Greater London, United Kingdom Think Specialist Recruitment Full time

    **Job Summary**Think Specialist Recruitment is seeking a highly organized and detail-oriented individual to join our team as a Junior Operations Coordinator. This exciting opportunity is perfect for someone looking to start their career in administration and is eager to learn and grow with a dynamic company.**Key Responsibilities**Manage and maintain...

  • IT Support Specialist

    4 days ago

    London, Greater London, United Kingdom Education Support Professionals Ltd Full time

    Job Summary:We are seeking a highly skilled IT Support Specialist to join our team at Education Support Professionals Ltd. As an IT Field Engineer, you will be responsible for maintaining, supporting, and developing school networks across various boroughs.Key Responsibilities:Maintain and support school networks, ensuring optimal performance and...

  • Customer Support Specialist

    3 days ago

    London, Greater London, United Kingdom NCS Ltd Full time

    We are excited to announce a new opportunity for a Customer Support Specialist to join our team at NCS Ltd. As a key member of our Client Services Division, you will play a vital role in ensuring our customers receive exceptional support and service.The ideal candidate will have a strong background in customer service and technical support, with a passion...

  • Customer Support Specialist

    1 day ago

    London, Greater London, United Kingdom NCS Ltd Full time

    We are excited to announce a new opportunity for a Customer Support Specialist to join our team at NCS Ltd. As a key member of our Client Services Division, you will play a vital role in ensuring our customers receive exceptional support and service.The ideal candidate will have a strong background in customer service and technical support, with a passion...

  • Customer Support Specialist

    3 days ago

    London, Greater London, United Kingdom Handelsbanken Full time

    About the RoleWe are seeking a highly skilled and enthusiastic Customer Support Specialist to join our dynamic Branch Network team at Handelsbanken. As a key member of our team, you will be responsible for providing exceptional customer service and support to our customers, ensuring their needs are met and exceeded.Main ResponsibilitiesProvide timely and...

  • Automotive Customer Support Specialist

    3 weeks ago

    London, Greater London, United Kingdom Pendragon Group Full time

    Automotive Customer Support SpecialistBecome a part of Pendragon GroupAre you enthusiastic about providing outstanding customer support? Join us as an Automotive Customer Support Specialist at Pendragon Group, a leader in the luxury automotive sector. We pride ourselves on delivering an exceptional experience for our clientele and are looking for individuals...

  • Customer Support Specialist

    2 days ago

    London, Greater London, United Kingdom easyJet Full time

    About the RoleWe are seeking a highly skilled Customer Support Specialist to join our team at easyJet Holidays. As a key member of our customer service team, you will be responsible for providing exceptional support to our customers, ensuring their queries are resolved efficiently and effectively.Key ResponsibilitiesRespond to customer inquiries via phone,...