Customer Support Executive, Deskpro

SaaS

£30-45k

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Junior and Mid level

London

4+ days a week in office

Software that helps organisations provide better customer support

Job no longer available

Software that helps organisations provide better customer support

21-100 employees

B2BInternal toolsCustomer serviceSaaSSales

Job no longer available

£30-45k

Share options

Junior and Mid level

London

4+ days a week in office

21-100 employees

B2BInternal toolsCustomer serviceSaaSSales

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.

Job

Company

Role

Who you are

2+ years experience in customer support at a software company (ideally B2B)
You enjoy and get satisfaction from helping people. Inbox-zero is hugely satisfying to you
A rapid ability to learn. Deskpro is a powerful product, so there is a large product to learn, understand and support
Comfortable with more technical elements (e.g. our reporting language, logical flows in automations, complex workflows that customers build, APIs etc.) and you'll need the aptitude to learn to support these
You will need to have outstanding writing abilities. This role involves communicating complicated ideas in a simple way to customers
Not afraid to jump on calls/meetings with customers to gather information and understand problems

What the job involves

You'll be a core part of the Deskpro team, and one of our primary customer facing representatives. You'll be excited by the responsibility the role brings, from day one
Communicating with our customers and helping 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. You'll enjoy that and the opportunity to find an answer!
Testing for software bugs and logging software bugs on-behalf of customers
Updating the 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 customers feedback about their experience with Deskpro to pass it on to our Product team

Application process

1. Intro Phone Call (20 mins)
2. Video Interview (30 mins)
3. Skills Test (1 - 2 hours)
4. Final Interview (1 hour)

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

28% female employees

23% employee growth in 12 months

Glassdoor (4.3)

Company

Funding (1 round)

Jun 2024

$25m

SERIES A

Total funding: $25m

Company benefits

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 Thursday
Flexible working hours

Company HQ

Wimbledon, London, UK

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.

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