Responsibilities
- Provide support via phone, chat, and email, adapting communication style to each channel
- Deliver clear, accurate, and professional responses aligned to SLAs
- Handle both high-volume operational queries and more complex issues confidently
- Maintain consistently high CSAT and QA performance
- Support customers with account and subscription-related queries, including: Licence and user management
- Support customers with account and subscription-related queries, including: Upgrades, downgrades, and renewals
- Support customers with account and subscription-related queries, including: Cancellations and retention conversations
- Support customers with account and subscription-related queries, including: Account ownership and structural changes
- Ensure all account updates are accurately reflected within internal systems
- Work closely with Customer Success and Sales to support customer lifecycle activities
- Manage and resolve billing and invoice-related queries, including: Invoice corrections and disputes
- Manage and resolve billing and invoice-related queries, including: Payment issues and failed transactions
- Manage and resolve billing and invoice-related queries, including: Refunds and credit requests
- Collaborate with Finance teams to ensure timely and accurate resolution
- Maintain a high level of accuracy and attention to detail in all financial-related activities
- Troubleshoot and resolve technical issues related to: Email signatures and configuration
- Troubleshoot and resolve technical issues related to: Microsoft 365 (Exchange Online)
- Troubleshoot and resolve technical issues related to: Google Workspace
- Investigate issues thoroughly to identify root causes, not just symptoms
- Take ownership of technical cases, resolving wherever possible before escalating
- Participate in swarm sessions and collaborative troubleshooting for complex issues
- Own and manage cases end-to-end, ensuring timely resolution within SLA
- Proactively manage personal case queues and follow up where required
- Accurately log and maintain CRM records, including: Subscription ID
- Accurately log and maintain CRM records, including: Contact and account details
- Accurately log and maintain CRM records, including: Case reason and sub-reason
- Triage cases effectively to the appropriate teams when required
- Monitor internal channels (e.g. Slack) and respond to internal support requests
- Approach issues with a curious, investigative mindset, demonstrating persistence in finding solutions
- Act as a “dog with a bone” when resolving complex or unclear issues
- Identify recurring problems, process gaps, or system issues and raise them proactively
- Contribute to process improvements, automation opportunities, and knowledge sharing
- Deliver a consistently high standard of service across all interactions
- Effectively de-escalate challenging situations and build customer confidence
- Support customer retention by addressing concerns and resolving issues quickly
- Actively participate in QA processes and apply feedback to improve performance
Requirements
- 1+ years’ experience in a customer service or technical support role, ideally within SaaS or IT
- Experience supporting account services, billing, or subscription-based products
- Exposure to 1st or 2nd line technical support
- Working knowledge of: Microsoft 365 (Exchange Online)
- Working knowledge of: Google Workspace
- Working knowledge of: Cloud-based applications
- Experience using CRM systems (Salesforce, Zendesk or similar)
- Strong problem-solving skills with a tenacious and detail-oriented approach
- Ability to manage multiple priorities in a fast-paced environment
- Excellent communication skills with strong customer empathy
- High level of accuracy, particularly when handling financial or account data
- Proactive, self-motivated, and team-oriented mindset
- Fluent English
Nice to Have
- additional languages
Benefits
- competitive pay
- generous paid time off
- flexible working options including our XFlex programme and a “work from anywhere” allowance
- enhanced leave for all new parents, regardless of gender, family structure, or path to parenthood
- comprehensive healthcare coverage
- fully funded insurance and income protection
- access to 24/7 virtual care
- mental health, legal and financial support through employee assistance programmes
- contributory retirement plans and savings support
- subscriptions to Calm and Blinkist
- fitness and lifestyle credits
- global travel assistance
- wide range of discounts
Work Arrangement
Hybrid
Team
Team size: 300+. Structure: global
Additional Information
- Fluent English required; additional languages are advantageous
