Customer Support Executive

2 weeks ago

United Kingdom Homeflow Full time

Homeflow is a market-leading, fast-growing, profitable, software-as-a-service (SaaS) business in the property market, and we’re looking to grow significantly over the next two to three years. We think we’re a lovely team of people with a fantastic company culture that we want to retain as we grow - ambitious, hard-working and collaborative yet respectful of work-life balance. You can expect to feel welcomed and supported by some truly talented people, in a company that is constantly innovating.


We are looking for a Customer Support Executive to join our Client Services Division of which the primary purpose is to keep our customers satisfied and delighted. The objective of this role is to work with our remote team of 3 Customer Support Executives to manage tickets through FreshDesk (so exposure to this system will be a definite benefit) and to solve customer issues through our own in-house bespoke CMS systems. A previous role within QA or QC would be an advantage, as would website development experience and a strong interest in and aptitude for technology. You will be responsible for helping maintain customers' websites using the Homeflow platform (so knowledge of CSS & HTML is a firm requirement).


Your career to date must be underpinned by a passionate drive for quality both in terms of how you communicate with customers and in resolving their technical issues. This is a great opportunity for the right person to take on a challenging and broad role. Homeflow is a fully remote company but some travel may be required for team meetings (Brighton / SE England).


Typical job tasks include:

  • You will be responsible for inbound queries from clients, either working on the Helpdesk to ensure we deliver exceptional customer service to our clients
  • You will demonstrate exceptional attention to detail - all communication both internally and externally has to be crisp, concise and correct
  • Your experience will contribute knowledge and understanding of best practices for Customer Support
  • You will adhered to and likely contribute to improving all processes within the teams, including documentation and processes
  • You will document, track and monitor tickets/tasks to ensure resolution in a timely manner, ensuring the appropriate priority levels are set and customers are kept abreast of progress and timelines
  • You will respond to customer queries in a timely and prompt manner
  • Your work and working practices will demonstrate the highest level of #Polish (one of our core values) at all times
  • You will perform any other duties as appropriately assigned by management


We’re looking for someone who has:

  • Considerable experience within a Customer Support/Helpdesk team, ideally 2+ years
  • A primary focus on quality, quality, quality
  • Demonstrable experience of delivering with quality within a technical Customer Support Team
  • Excellent interpersonal and communication skills
  • Knowledge of CSS and HTML
  • Excellent working knowledge of up-to-date desktop applications especially Freshdesk
  • Strong organisational skills and ability to multitask in a small business environment
  • An aptitude for problem solving and strong attention to detail
  • The ability to work effectively and efficiently in a remote environment

It would be a bonus if they also have:

  • Previous experience working in a remote environment
  • Previous experience working within a technology company


People who thrive in this role at Homeflow are attentive to details, calm, proactive, self-sufficient and friendly. They are motivated and ready to get stuck in as we have projects ready for them to manage They also embody our company values of being driven, open, polished and pioneering.

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