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 dynamic software enterprise that offers an innovative SaaS platform tailored for the hospitality sector. Our solution enables subscription-based hospitality businesses to cultivate communities where members experience a sense of belonging. We proudly serve a diverse clientele, including private member clubs, boutique hotels, luxury residential spaces, and coworking environments. With our base in London, UK, we are dedicated to transforming the hospitality landscape through our cutting-edge offerings.

About this position

Peoplevine is on the lookout for a skilled Technical Support Engineer to spearhead our support operations in the EMEA region. In this role, you will ensure that our clients receive outstanding service and swift resolutions to their inquiries while pinpointing opportunities for enhancing efficiency and user experience. Your technical acumen will be essential in guiding clients, managing escalations, and contributing to the ongoing refinement of our support processes. This position is crucial for upholding high levels of customer satisfaction and operational effectiveness.

Key Responsibilities

Customer Support Engineer:

  • Oversee daily technical support operations, ensuring prompt and effective resolution of customer inquiries via various communication channels.
  • Handle complex and high-priority escalations, collaborating directly with clients and internal teams to achieve satisfactory resolutions.
  • Document, categorize, and track all support requests accurately within the support system.

Process Improvement and Quality Assurance:

  • Design and implement support processes and protocols to enhance efficiency, consistency, and service quality.
  • Monitor support metrics and KPIs, analyze trends, and prepare comprehensive reports for senior management.
  • Conduct regular quality assurance evaluations of support interactions to identify improvement areas and training requirements.

Cross-Functional Collaboration:

  • Collaborate closely with Product, Engineering, Sales, and Customer Experience teams to relay customer feedback and advocate for product enhancements.
  • Engage in product development discussions to provide insights from the support perspective.
  • Ensure seamless coordination with other departments to comprehensively address customer needs.

Customer Success and Satisfaction:

  • Build and maintain strong relationships with key clients, understanding their business requirements and ensuring their success with our platform.
  • Establish and manage a customer feedback loop to continuously gather insights and drive product enhancements.
  • Organize and participate in customer success initiatives, including webinars, user groups, and training sessions.

Position Requirements

Experience and Skills:

  • Experience with support management tools, particularly Intercom.
  • Demonstrated experience in a technical support engineering or leadership role, ideally within a SaaS or technology environment.
  • Exceptional verbal and written communication skills, capable of conveying complex technical concepts to both technical and non-technical audiences.
  • Strong analytical and problem-solving abilities, with a proactive approach to identifying and resolving issues.
  • Proven ability to lead and inspire a team, fostering a positive and productive work atmosphere.
  • 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 troubleshooting techniques.
  • Ability to utilize Excel CSV data and/or SQL for querying and uploading data sheets to our database.
  • Capability to provide detailed analysis and step-by-step guidance on replicating identified bugs.

Attributes and Qualifications:

  • Strong customer service orientation, with a commitment to delivering exceptional support experiences.
  • Excellent time management and organizational skills, with the ability to prioritize and manage multiple tasks effectively.
  • A dedication to continuous learning and professional growth.
  • Eligibility to live and work in the UK and based in London.

Additional Skills (not mandatory but a plus):

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

Experience in 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.

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