Customer Support Executive

Job Description

We are looking for a dynamic individual to join the service team at Lilli, the Customer Support Executive will play a key role in Lilli’s growth through maintaining existing customer relationships. They will help customers set up Lilli and walk them through the product and how to use the software.

They will work as part of a collaborative team to ensure high levels of customer satisfaction through excellent customer service. Working with the Customer Success Manager, they will show enthusiasm to learn more, push boundaries and innovate every day.

Requirements

Responsibilites and Duties

• Communicate directly with customers to answer questions and address issues through emails or phone calls
• Work closely with CSM and SDR’s to optimise delivery outcomes
• Assist customers with product setup, direct them to best practices and resolve any technical issues they might experience
• Manage your backlog of tickets and stay on top of responsibilities
• Inform customers about new product functionalities and features
• Follow up with customers to ensure that any reported technical difficulties have been resolved
• Ensure all of our users are provided an excellent Lilli experience
• Troubleshoot, analyse, and report product issues and bugs to the product team
• Keep a detailed record of useful comments from customers, as well as positive or negative feedback.
• Identify and track customer feedback to better advocate on behalf of our customers and advise the product team on areas of improvement.
• Support all elements of Lilli’s sale to scale model. By supporting with meeting organisation, administration, documentation and programming
• Ensure customer satisfaction and provide professional customer service to our customers
• Maintain a positive, empathetic and professional attitude towards customers at all times and build productive relationships
• Respond promptly to customer queries and requests
• Build knowledge inside and outside of company so that you can answer all incoming questions around Lilli
• Responsible for analysing, tracking and resolving issues logged by customers
• Clearly communicate with different teams around data inconsistencies, bottlenecks in workflow and opportunities for increased efficiency
• Simplify technical terminology for customers
• Adapt quickly to changing processes and pick up new tasks quickly
• Be an advocate for the Lilli brand and the customers’ needs

About you

• Be happy to work in a tech start-up and thrive in a fast-paced environment
• Enjoy working with others to achieve a common goal
• Be able to display exceptional customer service skills and the ability to support customers with technical difficulties in a timely manner
• Be a solution-driven individual who can explain complex product information in a helpful way
• Excellent written and verbal communication skills
• Organised and able to multitask
• Solution orientated with good problem solving skills
• A good cultural ambassador who will uphold our brand reputation
• Presentation compilation and experience of running demos
• Helpful and always willing to go the extra mile
• IT literate
• Good powerpoint and design skills (nice to have)
• Experience of planning and workload management tools

Benefits

• We have a flexible work schedule, this means you choose when you work and how you work
• We are remote-first and believe that having an inspiring space to work is important. We don’t have an office so we will provide everything you need to set you up at home, and if you need to find inspiration in work in a local co-working space or somewhere else then we will support that too
• We get together regularly to celebrate our teammates and our wins
• Cycle Scheme – You may not have an office to cycle to but we encourage you to get out onto the roads wherever you are
• We have a team dedicated to ensuring we have a solid working culture that is supportive and inclusive
• A generous 28 days’ annual leave and bank holidays