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
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