Customer Support Hero

About The Role

Goodlord’s mission is to provide the best renting experience in the world and we’re on the hunt for a Customer Support Hero to help us achieve this.

As a Customer Support Hero, your work will have a very tangible, real-world impact: moving house is a major life event and you will have direct influence over making this the smoothest experience possible for our customers.

No two days are ever the same at Goodlord so what you’ll be up to will vary. The pace we move at also means priorities will change and you’ll need to be comfortable with this (we’ll support you!).

These are the things that will be core to your role and will keep you busy on a day to day basis:

• Working on live chat, inbound phone and email enquiries to solve a wide range of technical and navigational queries for our customers
• Offering and delivering first class customer service
• Identifying reasons for both simple and more complex technical queries our customers face – and helping us solve them long term
• Working cross-functionally with other teams in the business to resolve customer queries
• Learning and adapting to new product releases and technical changes
• Becoming an expert in our product and contributing your feedback to stakeholders within the business

ABOUT YOU:

You should apply if:

• you have previous experience of working within customer service or a technical support team delivering first class customer experience
• you have previous experience working in a targeted environment
• you have excellent attention to detail with effective written and verbal communication skills
• you are tech savvy – you enjoy learning new systems and can switch between multiple platforms with speed and accuracy
• you have a customer centric mindset are are able to demonstrate empathy and resilience whilst understanding the needs of our customers

Key characteristics to succeed in the role are:

• a positive attitude and work well under pressure and targets
• organisation and ability to meet deadlines
• ability to absorb information and updates quickly
• ability to adapt your communication style to suit your audience

And it would be super great if:

• you have worked with support tools like Zendesk or Salesforce before
• you are full of ideas, are not shy about expressing them and get excited about executing them
• you know what it’s like to work in a young company and love the vibe (and sometimes chaos!)