Customer Support

CoverageBook is…

…a secret Software as a Service (SaaS) success story. We run two SaaS businesses, CoverageBook & AnswerThePublic, removing shitwork and providing inspiration to over 4,000 customers. Profitably. From Brighton. With no external pressure to grow, but growing anyway just because it’s fun and we want to help more people.

Oh, and we work 4 days a week, working flexibly with remote options from our light, spacious, friendly HQ near the pier if you fancy a break from home-working! 

We’re looking for a Customer Success Representative to join our small but mighty team. You’ll be learning and working alongside David, our Head of Support. But as we’re only 10 people you’ll get to know everybody. 

We take the online support of our customers seriously so you’ll work alongside the team to deliver the very best experience. You will share support duties alongside David & the makers of the tool. The standard of responses our customers have come to expect is high.

We’re serious about staying a small team. Only friendly humans need apply. Being small means you’ll have to be prepared to roll your sleeves up and learn new approaches and skills. You will have the opportunity to understand how the business works from front to back in a way you would never have in a larger business or team. 

You’ll be onboarding, educating, and supporting our customers throughout their journey with us. From consideration through to daily use of the product we aim to make our customers happy through a great user experience.

You’ll be responsible for answering product questions, analysing trends in issues and working with the product and success teams to solve those issues through product design and educational content.

We provide prompt and high-quality communication to our customers and we’re looking for someone to lead that high standard with a smile. Or sometimes on rare occasions a private grimace. We’re only human.

Our customers have varying levels of technical ability so we’re looking for somebody that can be flexible in their response. With the ultimate goal of ensuring they get the most from the tool and ideally solve the issue the first time around. 

You have to be an excellent writer who enjoys writing. Our customers love when we get back to them with a clear, concise, and friendly answer. Great writing is key.

If you’re a people person, have bags of initiative, an interest in Public Relations (not essential - ask David!), and thrive on learning, then Support at CoverageBook is for you.

We encourage applications from underrepresented folks.
 

What You’ll Do:

You’ll work directly with some of the most interesting and creative PR teams in the world and help them be a success in their roles with the use of CoverageBook. 

We are a 4-day and flexible working week company at CoverageBook. The team are all based in the UK and tend to work core hours of 9am to 5pm. For this role we’re looking for somebody to help provide even greater support cover for our US-based customers. With this in mind we’re ideally looking for somebody willing to typically work between 1pm to 9pm UK time. We are open to discussing this for the right candidate. 

Things we aren’t going to offer:

Fully remote. Although members of our team have worked remotely for extended periods, we’re currently all based in Brighton. Within our four days a week, many of us work from home/flexibly for some part of the week so it’s not that we don’t think location-independent work isn’t great: we’re just not set up to provide the best version of it for a full-time remote person. Plus, for us, getting together is part of the fun.

With this in mind, our preference would be somebody who is able to join a team meetup at least once a month in the Brighton area. Which hopefully leaves plenty of options. 

Your responsibilities will include:

• Communicating efficiently and effectively with our customers through our support tool Intercom

• Ideally covering support between the hours of 1 pm to 9 pm UK time. We can be flexible here but part of the motivation to grow this team is to continue to enhance our support for our large US customer base.

• Answering in the region of 15-20 messages per day (once you’re fully up to speed). Including product & billing questions. 

• In time, supporting customers over one-to-one sessions (remotely via Zoom & perhaps in person again one day!) 

• Owning customer communications and issues from initial contact until resolution

• Becoming an encyclopedia of knowledge about how CoverageBook fits in the PR measurement workflow

• Influencing the direction of CoverageBook, the product by gathering customer feedback and suggestions + and sharing with the wider team. 

• Ensuring all customers have a great experience with the product — a crucial part of the role is ensuring we make the product as easy to use, reliable, bug-free, and fast as possible. This may involve you working alongside a developer to explain the issue and get to the solution with them. 

• Working alongside the Success team on educational content including FAQs, product videos, demonstration webinars

• Tracking customer success data and reporting back to the team in Retrospective meetings

• Carrying out product quality assurance tasks in support of the team. 

What skills do you need?

• Previous experience in a troubleshooting environment

• We love people that write well. 

• Great problem-solving abilities

• Passion for talking to customers. They are a lovely bunch. 

• The ability to learn & explain complex topics in easy to understand and concise way

• Ambition and eagerness to learn and improve skills

• Being kind. 

• Excellent communication and writing skills. We value this so much we’re including it twice

Benefits

• Health Cash Plan
• Parental leave (maternity & paternity enhanced after 12 months service. 20 weeks full pay maternity and 8 weeks full pay paternity)
• Pension (5% employee contribution, 3% company contribution)
• Conference/training budget — whatever you need to do your job/stay sane
• Paid sabbatical after 5 years’ service

Salary
£25k-40k dependent on experience for a 4 day week. 

Based on £31,250 - £50,00 full-time salary prorated to 4 days

To apply please visit:
https://coveragebook.typeform.com/to/ZiccNi 

The application deadline is March 9th 2022.