Customer Support Executive

This is an exciting opportunity for an experienced & autonomous individual, looking to develop their career within a highly successful, growing tech company.

Due to BrightLocal’s continued growth we’re looking for two Customer Support Executive's to help us to deliver our next phase of growth.

**Your role is to be responsible for**:
Supporting our customers via the phone (pre booked conference calls), detailing how to use the platform, troubleshooting support enquiries & onboarding new customers
- Working to SLAs and KPIs when dealing with customers
- Assist in customer support operation strategies and projects. Providing varied support to your colleagues, as and when needed.
- Build strong relationships and deliver exceptional service to existing customers to ensure they get value from BrightLocal
- Suggest & implement improvements to processes under your control

**We’re looking for a unique individual who has**:

- Excellent verbal and written communication skills - Great problem solving skills, excellent attention to detail and able to communicate complex information clearly and concisely.
- Great attention to detail
- Good knowledge of cloud & business software (e.g. G Suite)
- Used to working independently in a fast-paced environment
- Has excellent time management skills and can think on their feet and prioritise
- Has the ability to confidently build rapport and trust, verbally and in writing
- The ability to self manage and motivate
- A high level of technical experience with software
- Previous experience in SEO / Digital Marketing customer services _preferred _but not essential
- Experience using Zendesk / Intercom or similar CRM _preferred _but not essential
- Experience working for a SaaS Platform _preferred _but not essential

In this role you will work within the Customer Support Team, and work closely with the Customer Success, Business Development, Product & Marketing teams.

You will regularly liaise and collaborate with our colleagues in the Philippines, Kyiv & USA, your internal relationships are as important as external ones and you’ll need to be a team player and a great communicator to be successful in this role.

**Shift patterns - Mon-Fri 12-8:30pm - 2 days in the office/3 days wfh**

**during training the hours will be 9:00-17:30**

**Person Specification**
- You are positive, friendly and professional
- You have excellent attention to detail and an analytical mind
- You are a team player and able to build good relationships with colleagues
- You are passionate about your work and strive to have a positive impact every day
- You are happy to be the ‘expert’ and educate those around you
- You are able to focus on the task at hand in a busy, fast-paced office
- You are self-motivated & able to work autonomously on your tasks
- You will be confident and skilled in rapport building
- This role is perfect for someone who is adaptable, flexible, keen to learn and can think on their feet.

**What you get in return**
- **Salary**: Competitive
- ** Bonus**:Upto 20% annually
- ** Hybrid Working -**We are soon to move into a wonderful new central Brighton office
- ** Holiday**: 25 days + bank holidays + your birthday off
- ** Durvet days**: 3 duvet days per year
- ** Healthcare**:Vitality Healthcare
- ** Learning & Development**:£1000 per annum personal learning budget + other development

**Who we are**

Founded in 2009, BrightLocal has grown into a powerhouse name in the world of Local SEO and digital marketing. We provide invaluable insights and custom fit services to both big and small brands alike. Enabling businesses to understand, develop, and utilise their Local strategies to help them grow.

We live and breathe everything Google and search engine. We have a very welcoming and talented team we are really proud of, we are protective of our company values and want our teams to love coming to work.

In office entertainment includes things like: table tennis, foosball, consoles, food & drink.

Headquartered in central Brighton, we have a plethora of tempting lunch choices and convenient transport connections right on our doorstep.