Wanted:
Customer Success Champion

Customer Success Champion

Location: Anywhere in the world, but would need to cover the US working day
Salary: Up to £35k, depending on experience

You will be the voice of the customer, you'll fight the customers' corner and drive customer-focused choices in the company. Including managing customer support and proactive communications with customers to solicit feedback and ideas.

More...

Primary responsibilities

  • Front line support, managing and responding to customer queries through all comms avenues email, twitter, etc, across multiple products.
  • Be the voice of the customer in the business.
  • Customer analytics. Helping identify what data we can use, collecting that data and using it to drive direction of development.
  • Proactive contact with customers to collect essential feedback - why did they sign up? Why did they cancel? What's missing from our software? What do they want next? What else are they using?
  • Support development by helping manage bugs and feature requests, and updating customers on progress of those, as well as helping decide on future development priorities
  • Support marketing/growth by feeding back on marketing efforts, identifying opportunities with content and customer groups, improving customer communication - on and off-site.

Secondary responsibilities

  • Some content creation copywriting, social media posts.
  • Helping identify weaknesses in products from a language perspective. Are we identifying passive voice incorrectly, for example, and how can we improve that.
  • Helping create systems and methods for better analysis of text issues and readability.

Essential skills / attributes

  • Impeccable written English
  • Excellent organisational skills
  • Ability to communicate technical concepts in simple language
  • Patience, good negotiating skills, and other things people need to do customer support!

Desirable skills / attributes

  • Background in academic English language. For example, someone with a good technical understanding of language, who knows their subordinating conjunctions from their compound prepositions, would be ideal
  • Any analytical or data management skills a huge bonus
  • Good creative writing skills 
  • Experience with a previous SAAS business would help

How to apply?

If you're interested in the role, please contact jenny@addedbytes.com.

Reasons to join Added Bytes

Flexible working

The quality of your work is more important than how early you can start.

Collaboration

We care about what we create together.

Passion

We go home every day excited about what's coming up next.

Respect

We treat our customers and colleagues with respect and honesty.

Celebration

We do kick ass work and we celebrate our successes.

More than a job

Our colleagues aren't just people we share an office with.

Read the full Added Bytes manifesto.