Hybrid Customer Support Agent

Posted last month

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About the role

  • Responding to customer queries via email, chat, and phone in a timely, friendly, and professional manner maintaining an excellent CSAT
  • This role is intended to cover all UK working days. You may occasionally be required to work on public holidays
  • Troubleshooting and resolving technical and product-related issues with efficiency and within our SLAs
  • Becoming a Ben product expert and using that knowledge to educate and empower customers
  • Identifying trends in support queries and escalating complex or recurring issues to the right teams
  • Creating and maintaining help centre content to enable self-service and support at scale
  • Contributing to continuous improvement through feedback, collaboration, and knowledge sharing
  • Taking part in team meetings, training sessions, and internal product updates

Requirements

  • 2+ years of experience in customer service in a fast-moving B2B SaaS company
  • Excellent written and verbal communication skills
  • Strong analytical thinking and problem-solving ability
  • Solid technical aptitude - you enjoy digging into details and finding answers
  • Familiarity with tools like Intercom, Jira, or other CRM and ticketing platforms
  • Excellent organisational skills - you know how to manage your time, prioritise effectively, and stay on top of your queue
  • A professional or native-level proficiency (C1 or above) in English

Benefits

  • £100 monthly personal Ben Balance: for whatever works for you, whether that's Netflix, Spotify, or a really expensive cup of coffee! This allowance will increase by £50 for each year of service until you reach £250
  • Weekly lunch provided in office so you can spend quality time with the team over some tasty food!
  • 28 days of holidays a year plus bank holidays, and an option to buy or sell 5 days per year. Also, your holiday entitlement will increase to 30 days at your 3rd year of service!
  • Work-from-abroad scheme, so you can support your travels, enjoy an extended holiday, or visit loved ones.
  • Enhanced parental leave and workplace nursery scheme to support with the cost of childcare in a nursery setting
  • Comprehensive Private Medical Insurance
  • Funded Life Assurance cover with the option to voluntarily increase - this also includes an annual health check
  • Comprehensive and tailored mental health support and professional coaching through a leading provider

Job title

Customer Support Agent

Job type

Experience level

JuniorMid level

Salary

£30,000 per year

Degree requirement

High School Diploma

Location requirements

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