Customer Experience Ambassador

4 weeks ago

London, Greater London, United Kingdom Askable Full time
About the Role

We're seeking a highly skilled and dedicated individual to join our Customer Support team as a Customer Experience Ambassador. This role is perfect for someone who is passionate about delivering exceptional customer experiences and is eager to make a real impact.

As a Customer Experience Ambassador, you will be responsible for working closely with our clients and research partners to ensure that their experience with our platform is nothing short of WOW. You will be the face of our company, and your primary goal will be to deliver a 6-star experience for our clients.

Key Responsibilities:

  • Support and WOW: Work with our clients, researchers, and participants to take their experience to the next level.
  • Metrics And Reporting: Track and improve key metrics such as live chat & email response times, and same-day resolution rates.
  • Demonstrate product expertise: Handling complex or escalated customer issues, partnering with the product and engineering team, and ensuring a wow resolution.
  • Communicating: Partner cross-functionally with other teams, including Customer Success, Sales & Product, to ensure customer feedback is communicated and addressed.
  • Technology Proficiency: Effectively utilising key company systems, including Hubspot, Google Sheets/Docs, and Keynote, to manage and grow business efficiently.

What We're Looking For:

  • Collaboration: Live and breathe teamwork, give and receive constructive feedback, and work independently to exceed goals.
  • Adaptability: Thrive in a fast-paced, ever-changing environment.
  • Multitasking Mastery: Juggle multiple tasks and overcome challenges.
  • Product Knowledge: Quickly learn and understand our product solutions and features.
  • Customer Support Experience: Previous experience in a customer support/service role, ideally in a SaaS or technology company.
  • Passion for Excellence: Ensure customers have the best experience, no matter what.
  • Communication Skills: Engage effectively with clients and research partners through excellent verbal and written communication.
  • Energy and Passion: Bring your enthusiasm and your best dance moves* (*Not mandatory, but we have songs that play when projects launch.)
  • Initiative and Problem-Solving: Thrive without red tape or extensive admin support. If you're looking for a company with a rigid structure, this isn't the place for you.

Benefits:

We have loads of incredible employee benefits that I'd love to shout about. But if you're genuinely interested in this role, let's chat about them over coffee instead.

Final Thoughts:

  • If you're reading this and are excited but you're a bit nervous because you don't think you have it all, research shows that some people are less likely to apply to jobs unless they meet every single criteria so that's a normal feeling. At Askable, we are committed to building diverse teams so please apply even if your past experience doesn't align perfectly with the requirements.

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