Customer Support Specialist Manager

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Full Time
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Previous experience within a startup in a customer-support role is mandatory

We’re a small team with big ambitions to change the pet care industry for the better. We have a new opening for a part-time role as a Customer Support Manager with the opportunity to increase hours to a full-time position. Salary is displayed is on a pro-rata basis.

Role Responsibilities and Duties:

You will relish in providing the best customer experiences and have experience in a D2C customer service role

You’ve worked in a startup and small team environment before working closely with other teams within the business to help resolve problems that may arise with the product, service or website.

  • Helping customers setting up their pet subscriptions and offering ongoing support with their account if and when they need
  • Assist customers via phone, LiveChat and email support tickets
  • Offer advice to prospective customers looking to subscribe
  • Providing customers with support for all account-related activity
  • Working closely with the team members to identify opportunities for improving our processes to drive customer success
  • Proactively identify opportunities to improve customer engagement and drive customer retention
  • Liaising with our veterinary team and manufacturers to resolve vet-specific or product-specific enquiries
  • Customer outreach – mail out / surveys
  • Various other ad hoc duties as required
  • Administrative skills

About You

You’ll be excited about joining a fast-growing, online business focused on pet health. You’ll appreciate that being part of a startup means being open and keen to work on all aspects of customer support as well as other areas of the business when required.

This is a fast pace environment – you should have the ability to adapt constantly and respond to changes. You will be encouraged to put forth ideas to improve our processes and workflows and you should be able to adopt new technologies/software accordingly. You will be able to document new processes to be shared amongst the growing team as part of the training of new recruits.

To apply

Please send us your CV and a short reply to each of the questions below:

  • Are you a cat or a dog person?
  • Provide an example of a moment of conflict with a customer and how you resolved this.
  • What do you find interesting about the pet industry?
  • What is your favourite subscription box service and why?
  • What is your favourite pet-specific brand and why?

Please note that you will need to be UK based and eligible to work in the country to apply.

Requirements

  • Ability to think on your feet and work autonomously
  • A self-starter who can flourish when working in a remote team
  • Minimum 2-3 years of professional experience working with customers (preferably in a digital environment)
  • A proven track record with supporting a customer journey and driving improvement to customer engagement
  • Pays attention to detail
  • Keen and enthusiastic with a real desire to make a difference
  • Brilliant at prioritisation and managing own workload due to the nature of working remotely
  • Confident to speak directly with prospective and existing customers over the phone
  • Ability to understand and empathise with our customers – as pets are considered a member of our customers’ family
  • Excellent communication skills, both written and verbal
  • A passion for the mission we are on to keep pets healthy
  • A proactive approach to learning and using new software and tools where available
  • Computer literacy and proficient in Office Suite
  • Excellent organisational, prioritisation and project management skills
  • Must love cats and dogs and have an entrepreneurial spirit!
  • Bonus skills and attributes

We frequently use Google Docs / Sheets and customer support software tools such as Fresh Desk so bonus points if you already know your way around them.

Benefits

  • Competitive starting salary dependant on experience
  • Reporting directly to the Founder & CEO, guaranteeing a quick learning curve and an immersion in the entrepreneurial world.
  • Flexible working hours to meet personal commitments – we’re currently a fully remote team so you will have some flexibility in terms of where, when and how you work. What matters most is customer satisfaction.
  • We are a growing, progressive start-up with big ambitions, so will enjoy taking responsibility for a multitude of tasks
  • You will play a vital role in feeding back what our customers are saying and report findings to the rest of the team. Most importantly, you’ll have an impact from day one helping to shape the future of Protect My Pet
  • Our customers love our innovative service and the support that they receive from us which provides great job satisfaction
  • Work with a fast-paced, new and innovative brand in the pet sector
  • A small but expanding team offering an opportunity to get involved in multiple aspects of the business
  • Share options available
  • Work with a fast-paced, new and innovative brand in the pet sector
  • 20 days’ holiday PLUS your birthday off and all the usual UK public and bank holidays (on a pro-rata basis)
  • Workplace pension scheme
  • Staff discount on all Protect My Pet services
  • We’ll teach you everything you need to know about parasite control, you will soon become an expert in fleas and worms!
  • This is an excellent opportunity to help develop your skills and grow with the PMP team, we’re looking for somebody with initiative and who is genuinely excited to join us in our journey.
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