Customer Support Executive, Deskpro
United Kingdom
£35-45k
3+ days a week in office ( Wimbledon, London)
Software that helps organisations provide better customer support
Open for applications
Software that helps organisations provide better customer support
21-100 employees
Open for applications
£35-45k
3+ days a week in office ( Wimbledon, London)
21-100 employees
Company mission
To help businesses and organisations provide better customer support across every communication channel. By gathering all customer support channels on one simple, yet flexible platform, they allow organisations to super-charge their customer support.
Role
Who you are
- If you are a curious problem-solver, not intimidated by technical challenges, and have a passion for making customers smile, then you could be a great fit in our friendly and diverse team
- 2+ years experience in customer support at a B2B software company
- You’re comfortable with technical elements of supporting software (e.g. our reporting language, logical flows in automations, APIs). We have a technical support team for resources and escalation, but you’ll be expected to be able to answer simpler technical questions independently as well as fully investigate questions before any escalations
- Truly outstanding writing abilities. This role involves communicating complicated ideas in a simple way to customers, and you’ll often need to be synthesising information from a few different places in order to answer questions
- You’re independent and proactive. Our team is friendly and supportive (no pun intended!) so you’ll have lots of help available, but you need to be comfortable being the driver of your own productivity
- An ability to and affinity for learning quickly. Deskpro is a powerful and complex product, so there is a large amount to learn, understand and support
- Happy to work 3 days a week (Tues/Weds/Thurs) in our Wimbledon office
What the job involves
- This role is a great opportunity for someone experienced in customer support for B2B software and is looking to become a key part of our growing team!
- Every day is different at Deskpro, but you can expect things like investigating questions from customers, helping users set up configurations that work best for their businesses, and assisting with onboarding
- We’ve been expanding significantly over the last year, so this is a really exciting time to join Deskpro; both the tool and company are growing so there is plenty of opportunity to play a significant role in our team
- You'll be a core part of the Deskpro team, and one of our primary customer-facing representatives, excited by responsibility from day one
- Communicating with our customers (and potential customers) via support tickets, live chat, voice and social media - all through Deskpro
- Our customers use Deskpro in all sorts of different ways and integrate it with a range of other products and services. You'll be faced regularly with requests for help about something you've not heard of or thought about before, with the opportunity to learn and find answers
- Testing for and logging software bugs, escalating as necessary to technical support, and following up with users once they’ve been resolved
- Updating help content built into Deskpro and writing new content as we launch new features
- Helping new customers with the onboarding process, including configuration and training sessions
- Gathering customer feedback about their experience with Deskpro and sharing your knowledge with the Product team
- We are a friendly team based in central Wimbledon, 5 minutes walk from fantastic transport links (train, District and Northern line tubes, buses, trams)
Salary benchmarks
Our take
Deskpro offers a single, easy-to-use interface for managing all customer support interactions across email, live chat, phone, and social media. This allows companies to easily interact with customers and create an efficient support experience. It automates simple, mundane, and time-intensive customer support processes - creating more engaged and productive staff. Its simplicity means extra technical knowledge or training is not required.
It has worked with market leaders across a range of sectors, from Microsoft, Panasonic, and Sony to the NHS and HMRC.
It is expanding to allow easy customer interaction on Facebook, Twitter & WhatsApp. User contributions on social media pages become actionable tickets, which companies can respond to from the helpdesk. This allows Deskpro to take advantage of the increasingly large social media presence of companies, as well as provide access to the consumer on regularly used, trusted, and convenient sites.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
28% female employees
23% employee growth in 12 months
Company
Employee endorsements
Autonomy
"From the first day I joined, I was encouraged to take ownership of my work, give fresh inputs, and pursue the adaption of new tools to improve our..."
Funding (1 round)
Jun 2024
$25m
SERIES A
Total funding: $25m
Company benefits
- Annual personal learning and reading budget (£500)
- Cycle to work scheme (no £1,000 limit)
- Enhanced maternity & paternity leave
- 25 days of annual leave + bank holidays, increasing with each year of service.
- We have your health covered; private health insurance with Bupa, a medical cash-back scheme with Medicash, and mental health & well-being support services
- Team fun - quarterly team socials and regular events, from crystal maze experiences and cocktail making classes, to go karting and escape rooms!
- Reduced Gym Membership
- Free Phone SIM (unlimited calls, data etc)
- Lunch at the office every Friday
- Flexible working hours
Company values
- 🧐 Curiosity - As a tech company, being interested in software and asking the right questions is such a key value of how we can improve every single one of our customer's experience from day 1
- 🏔️ Proactivity - We give everyone autonomy to execute solutions to problems that they may have found. We value people who want to solve problems, not just spot them
- 🙏 Accountability - We trust people (whatever their level) to do their jobs to the best of their abilities
- 🤗 Kindness - By treating everyone (including yourself) with kindness, it makes Deskpro a fun, friendly, and safe place to work
- 🤝 Collaboration - As a growing startup, every new feature, project, or sale involves working with other teams for success
- 💝 Customer-focussed - As a software company that makes customer support software, it is in our blood to strive towards creating the best experience for our customers as well as their customers
Company HQ
Wimbledon, London, UK
Articles
Leadership
Chris Padfield
(CEO)Chris built Deskpro whilst studying PPE at Oxford, and went on to grow Deskpro into one of Europe's fastest-growing tech companies.
Christopher Nadeau
(CTO)Chris grew up in a sleepy town in Canada and emigrated to the UK to help establish Deskpro's London HQ. They lead the software engineering side of the business.
People progressing
Hannah joined Deskpro as a Graduate Sales Executive in 2018 after completing a Geography Degree from The University of Sheffield. Promoted to Sales Exec. -> Commercial Manager -> Commercial Lead.
Lara joined Deskpro in 2021 as a Content Marketing Intern. Since joining, Lara has been promoted twice and now leads content across the website, product support, social media, and marketing.
Diversity, Equity & Inclusion at Deskpro
Hannah Scott (Commercial Director)
- Deskpro is committed to promoting equality and diversity and promoting a culture that actively values difference and recognises that people from different backgrounds and experiences can bring valuable insights to the workplace and enhance the way we work.
- At Deskpro, we consider that equality means breaking down barriers, eliminating discrimination and ensuring equal opportunities and access for all groups.
- We consider diversity to mean celebrating difference and valuing everyone
- Every employee is entitled to a working environment that promotes dignity, equality and respect for all.
- All employees will be encouraged to develop their skills and fulfil their potential and to take advantage of training, development and progression opportunities in Deskpro.
- HR processes in-place to review and escalate allegations, alongside an anonymous whistle-blower channel, to help employees to feel more comfortable reporting issues.
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