Customer Care Executive, Patchwork

• Demonstrable experience in a customer facing support role for software solutions
• Prior experience working in a fast-paced and autonomous environment such as a start-up or scale-up
• Experience using common Customer Support tools such as built-in live chat and CRMs (i.e., HubSpot)
• Demonstrable experience working across multiple channels of inbound customer and end user queries such as telephone, email and live chat
• Demonstrable ability to anticipate customer needs and identify potential problems before they escalate
• Demonstrable ability to diagnose and resolve common technical issues to triage and find the right solution for the customer
• Ability to conduct training sessions and being confident in the ability to handle any queries that may come from the users you are training
• Highly organised with demonstrable evidence of managing multiple streams of workload and activities
• Ability and passion to work in a fast-paced scale-up team environment, embracing its challenges and opportunities

Desirable

• The Customer Care Team plays a crucial role in ensuring seamless service delivery by acting as the primary liaison between Patchwork and our customers
• Our customers are NHS Trusts who have bespoke and complex implementations and requirements
• The end users are workers within the NHS Trusts themselves, such as doctors, as well as temporary staff workers
• It is the responsibility of our Customer Care Team to quickly resolve queries that come through, maintain high standards of communication and service, and contribute to strong customer relationships
• We are looking for someone to be responsible for responding to and answering inbound customer and end user queries through multiple channels, including email (ticketing system), live chat, and telephone
• This role will embody customer obsession to deliver exceptional support with empathy, by going above and beyond to ensure customer and end user satisfaction at every interaction
• Providing technical and non-technical support for customers and end users for various queries relating to Patchwork’s products and the integration of our software with external systems
• Answering inbound queries through multiple customer and end user support channels, this includes answering emails via a ticketing system, live chat, answering inbound phone calls and from time to time training via virtual calls
• Provide clear and well communicated responses to all inbound queries across all channels of communication with customers and end users
• Offering support and training in meetings with customers - this may include virtual and occasionally in person meetings, in collaboration with other client-facing teams across the wider business
• Escalating inbound customer and end user queries as appropriate within the Customer Care Team
• Contributing to continuous improvement within Customer Care such as recommendations for improvements, flagging uncertainties and discrepancies, and keeping team and process documentation up to date
• Assisting with ad hoc manual processes from time to time to ensure we are meeting contractual obligations with our customers and to support the work of the Customer Care Team and wider Client Operations Team
• Being a product expert and specialist to be able to best support our customers and end users during all interactions
• Embody Patchwork’s customer obsession and deliver exceptional support with empathy, by going above and beyond to ensure customer and end users satisfaction at every interaction
• Being a voice for our customers within Patchwork, advocating for their needs and priorities internally and representing their feedback to our client-facing and product teams

• Video call with Talent Manager ( Zoom - 30 mins).
• 1st stage interview with Customer Care Manager (Google Meets - 45 mins).
• Take home task (3 working days to submit).
• Final stage interview with Customer Care Manager and COO (Google Meets - 45 mins).