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Customer Support Executive

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Ben

2mo ago

  • Job
    Full-time
    Entry, Junior & Mid Level
  • London
    Remote

AI generated summary

  • You must have strong English communication skills, experience with support tools, attention to detail, problem-solving abilities, customer support experience, and basic knowledge of GDPR compliance.
  • You will answer customer queries, troubleshoot issues, escalate technical problems, update FAQs, assist with support projects, and manage customer data securely.

Requirements

  • Proficient English verbal and written communication skills is a must, as you'll be communicating with our customers daily
  • Ideally experience and knowledge of support software tools (Zendesk, JIRA, Intercom, Django, Google sheet or similar)
  • The devil is in the detail - strong attention to detail
  • Proactive to find solutions and a great problem solver, we expect everyone to take full ownership of their own projects and tasks
  • A genuine passion and desire to help people with some experience dealing with challenging customer queries
  • A basic understanding of information security and how to apply it to sensitive information and customer data (GDPR compliance)

Responsibilities

  • Answering a range of queries through our online chat and support email from customers and their employees in a timely manner according to our internal SLAs (24-48 hours)
  • Proactively troubleshooting and problem solving a variety of questions, working closely with our Operations and Customer Success teams to find the best solutions for our customers
  • Report and escalate bugs, errors and issues that our customers encounter on the Ben platform to our Tech team, clearly communicating resolution times to manage our customers expectations
  • Ensure you are tracking the most frequent inbound queries and that our Customer FAQ site is up to date with relevant resources (videos, screen recordings, help articles etc) to help reduce the number or queries, enabling customers to self-serve
  • Work closely with your line manager on Customer Support projects aimed at reducing the number of inbound queries and improve our Customer Satisfaction and NPS
  • Handle our customers’ data according to our confidentiality and security policies, sharing important customer data with our partners and users

FAQs

What is the main responsibility of a Customer Support Executive at Ben?

The main responsibility is to provide exceptional service to customers, troubleshoot and solve various queries, and work across teams to enhance the support function while managing projects related to customer support.

What tools should I be familiar with for this role?

Ideally, you should have experience with support software tools such as Zendesk, JIRA, Intercom, Django, and Google Sheets or similar platforms.

What are the working hours and how is customer communication handled?

Customer queries are answered through online chat and support email, and they should be responded to in a timely manner according to internal SLAs (24-48 hours).

Is there a focus on employee development in this position?

Yes, there is a £500 annual Learning & Development allowance, along with 3 days of paid study leave per year to support your professional development.

How does the company encourage employee wellness?

The company offers a comprehensive and inclusive benefits package, including mental health support, fitness memberships, and a generous holiday policy.

What kind of work-life balance does Ben provide?

Ben provides a work-from-anywhere scheme allowing you to work from abroad for up to 3 weeks, twice a year, along with 28 days of holidays a year, increasing after your third year.

Are there any benefits for parents?

Yes, there is enhanced parental leave and a workplace nursery scheme to assist with childcare costs in a nursery setting.

How does Ben promote team culture and collaboration?

Ben encourages team bonding through weekly lunches in the office, quarterly team social budgets for activities, and company-wide events.

What should I have a strong understanding of in this role?

You should have a basic understanding of information security and how to apply it to sensitive information and customer data, ensuring GDPR compliance.

What is the salary range for this position?

The base salary for this position is between £30K-35K, along with equity options.

Ben

Supercharge your benefits, save time and money.

Technology
Industry
11-50
Employees
2019
Founded Year

Mission & Purpose

The way companies reward their people today is broken - it's a rigid, one-size-fits-all approach that hasn't evolved to meet the demands of the modern workforce. How we work is changing, but compensation - salary, bonus, equity, benefits - has been stuck in the same place for decades. Ben is changing that, starting with employee benefits. We are rebuilding the archaic employee benefits ecosystem through software & payments. Our mission is to make benefits and pay work for everyone, everywhere. ‍ The Ben platform enables employee choice for any existing benefits programme while adding thousands of additional options, all while saving time and money. We’re a technology company with a passion for solving the hard problems people teams and business leaders encounter today more than ever in taking care of their teams. Our two founders set out to combine hands-on experience in building and scaling teams as well as payment services to create a better and more cost-effective way, for any company.