Customer Support Operations Specialist

Key areas of responsibility

 Day to day responsibilities will include but are not be limited to:

• Providing strategic and tactical support for the key objectives of the Customer Success department.
• Analysing support workflows and support metrics, and making suggestions to improve efficiency and effectiveness.
• Developing and maintaining standard operating procedures for common support situations.
• Logging feedback and contributing to the continuous improvement of systems, processes and resources
• Working with the customer success team to determine the best metrics to track for each assigned account or set of accounts. This includes preparing performance reports by collecting and analysing data from the customer service functions.
• Assisting with the design and rollout of new support channels and service offerings through Zendesk.
• Identifying and acting to remove obstacles to delivering consistently high levels of service.
• Leading and supporting customer service teams through required changes.

Key attributes

• At least 2 years of experience in Customer Success or Customer Support roles with proven Operations or Technical capabilities.
• Demonstrated understanding of common customer support tools and processes.
• Basic familiarity with support systems management, Zendesk is preferred.
• Ability to analyse and identify improvements in service systems.
• Ability to focus intelligently on tasks and, not only see the wider picture of priorities, but also how we could make improvements to existing processes.
• Meticulous project management skills, ability to juggle multiple complex projects with staggered deadlines. Excellent cross-team communication is essential for success.
• Ability to work cross functionally with key stakeholders and multiple business systems.
• Absolute integrity and discretion. This is a highly trusted position giving you access to confidential business information so that work can be carried out or so that we can investigate problems.
• Proficiency in Google Workspace and Microsoft Office apps, especially Google Sheets and Excel.

• Developing and maintaining standard operating procedures for common support situations.
• Logging feedback and contributing to the continuous improvement of systems, processes and resources
• Working with the customer success team to determine the best metrics to track for each assigned account or set of accounts. This includes preparing performance reports by collecting and analysing data from the customer service functions.
• Assisting with the design and rollout of new support channels and service offerings through Zendesk.
• Identifying and acting to remove obstacles to delivering consistently high levels of service.
• Leading and supporting customer service teams through required changes.

Performance Indicators

•  Preparing and analysing key customer data points, and generating required monthly reporting
• Contributions to internal processes and resources to help make the team more efficient
• Successfully launched team workflows and product improvements in Zendesk to increase team efficiency
• Well maintained and up to date standard operating procedures for the wider client liaison team
• Demonstrating exceptional communication skills across the wider Artlogic team

How to apply

Please complete the application form to apply for this role.

https://forms.monday.com/forms/f3cbb5c91b90c08f15eb4b4c2287edec?r=use1

• 35 days of annual leave (including bank holidays) plus long service entitlement.
• Flexible working, work from home option (min 2 days in-office per week)
• Company pension scheme
• A focus on continued professional development including access to courses and training programmes
• Cycle to Work scheme & season ticket loans
• Beautiful London offices in a warehouse conversion with showers and secure bike storage
• Regular team and whole company social events

To apply, please send your application to careers@artlogic.net and include:

• Your CV
• Covering letter

APPLY HERE

You will need to have the legal right to live and work in the UK to be considered for this role.