Customer Support Specialist

Remote from: UK
Category: Customer Success
Job type: Full Time,
Opening date: 13 Jan 2023
Closing date: 12 Feb 2023
Views: 554

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The ultimate transport app and technology for mobility in cities

Internet
2011

Citymapper helps millions every day by simplifying urban transport and making cities usable. And in doing so, we’ve built one of the most loved brands on mobile.

We want to have the best transportation app in the industry, the most accurate data and offer the best possible experience for our users (with a laugh or two thrown in for good measure!)

Offering the highest possible level of support is essential, and we’re continually building our support structure to maintain this high level; we’re seeking a Customer Support Specialist to join our small, dedicated team, making a difference in the everyday lives of users in London. As the main priority, you will support our CLUB subscription and will take a leading role in the support of our mobility subscription product, Citymapper PASS.

For this role we are looking for a candidate who is able to come to our headquarters at Liverpool Street in London once or twice a week. The first possible start date for this position is the middle of January.

What You’ll Do:

Support Citymapper’s users across a range of channels
Take a leading role, in assuring our Pass users are well taken care of
Build processes to enable both our customers and our internal teams to be self-sufficient
Analyse App Store & Google Play Store reviews to identify key areas for improvement
Copywriting to share our story with the world
Be the voice of the customer, sharing customer insights that help your colleagues to make informed decisions
Build processes to enable both our customers and our internal teams to be self-sufficient
Work alongside the Design team to improve user experience

Requirements:

2+ years’ experience in a similar Customer Service role
1+ years’ experience with CRM tools (e.g Zendesk)
Leadership experience or ambition
Expertise in Citymapper’s products and a keen interest in our mission
Fluency in English (any other languages are a plus, especially French)
Exceptional attention to detail
A passion for helping people and solving problems
An ability to communicate clearly and effectively
A love for tech, GIFs, food, and coffee

Benefits:

We’re a genuinely hybrid company. Our employees have the choice of working from our headquarters in London, or from home (within the UK) – or a bit of both!

Competitive pay & meaningful equity / stock options
25 days’ annual leave plus bank holidays
Generous Family Leave policies for if/when you start a family
Services to support your mental wellbeing
Cycle to work scheme
Pension scheme (we pay in, you pay in)
Drinks and social events throughout the year
Pizza Fridays!
Citymapper swag

We believe that diverse teams are the best teams and we’re proud to be an equal opportunities employer. We welcome and will consider all applications regardless of age, disability, gender re-assignment, marriage, pregnancy, maternity, race or nationality, religion or belief, sex and sexual orientation (and any other status protected by applicable law).