Customer Support Associate, Onetrace
£26-30k
3-5 days a week in office ( Canary Wharf, London )
Software for subcontractors to capture, document, and streamline construction projects in one place
Job no longer available
Software for subcontractors to capture, document, and streamline construction projects in one place
21-100 employees
Job no longer available
£26-30k
3-5 days a week in office ( Canary Wharf, London )
21-100 employees
Company mission
To be the leading software for subcontractors in the construction industry.
Role
Who you are
- This role requires a proactive approach to problem-solving and effective communication skills to ensure a positive customer experience
- Previous experience in a customer support role, preferably within a SaaS environment
- Able to manage customer contact from query to resolution (involving cross-functional teams where necessary)
- Ability to relay technical information in a simple and clear manner
- Ability to articulate customer pain points to Product & Development/Design and Customer Success roles
- Excellent communication skills, both written and verbal
- Proven problem-solving abilities with a solution-focused mindset
- Proficiency in Google Workspace
- Experience using help desk software and remote support tools such as Intercom, HubSpot, Freshworks (Freshdesk) etc
- Ability to multitask and prioritise tasks effectively
- Exceptional attention to detail and organisational skills
- Patience when handling tough cases with the ability to empathise with customers
Desirable
- Has worked or has the desire to be involved in an early-stage company
- Familiarity with our industry is a plus
- Support Desk roles or relevant technical knowledge in the SaaS industry
What the job involves
- Reporting to: Customer Support Manager
- We are looking for an experienced customer-focused individual to join our team at Onetrace as a Customer Support Associate
- In this position, you’ll play a crucial role in our commitment to providing best-in-class service, handling a high volume of customer enquiries via email, chat function (Intercom) and phone
- You’ll be engaging directly with our customers, listening to and addressing their needs, and maintaining a focus on enhancing the overall customer journey
- Utilising your customer-facing experience, you’ll be proactive in finding solutions with the ability to spot commercial opportunities
- As a Customer Support Associate, you will be a key player in maintaining our commitment to exceptional customer service
- Your primary responsibilities will involve engaging with customers, addressing enquiries efficiently and empathetically, and providing appropriate solutions
- Engage with customers through various channels, including email, chat, and phone
- Respond to customer queries promptly, demonstrating a solid understanding of our products
- Follow up with customers to ensure their queries/questions/issues are resolved
- Proactively identify customer needs and recommend appropriate solutions, escalating complex issues as needed
- Maintain and update customer records in our CRM system (Intercom) to ensure accurate and up-to-date information
- Update our internal databases (Shortcut/Clickup) with information about technical issues and valuable discussions with customers
- Collaborate with internal teams to resolve issues and ensure timely resolution of customer concerns
- Work with the wider team to continuously improve and contribute to the development and innovation of our customer support processes
Salary benchmarks
Our take
Compliance and transparency within the construction & building industry have always been of great importance. The fast-paced and ever-changing environment of this workplace means that a multitude of trades must coordinate and work together towards a shared goal. This requires software that simplifies and accelerates workflows, creating synergy between the many moving parts of a construction team.
Onetrace is a digital tool that helps subcontractors gather data for the capturing, documentation, and streamlining of their operations. It stores everything in one place for teams, their clients, and auditors. Though there are many digital tools for subcontractors to choose from, many were originally built to solve the specific challenges faced by their creators and were repurposed for widespread use. This can lead to overcomplicated construction products that are unreliable. With its focus on subcontractors, Onetrace's digital tools aim for agility and reliability in the face of unpredictable and ever-changing environments.
Onetrace's team has years of experience in the construction industry. As a result, they've witnessed firsthand the need for more effective project management, making the company an ideal digital partner for subcontractors.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Company benefits
- 🏥 Private medical insurance (Bupa)
- 🍼 Enhanced parental leave
- ✈️ Remote work abroad (2 Weeks Annually)
- 🌴 Annual team offsite
- 🏖️ 25 days PTO
- 🚆 Season ticket loan scheme
- 💰 NEST pension
- 🧑💻 Apple MacBook with all the necessary software
- 🏢 WeWork membership
- 🏡 Hybrid working
- 💬 Employee assistance programme
Company values
- Driven by Passion - You’ll feel it in the way we approach challenges with energy and commitment, always looking for ways to deliver impact and celebrate the progress we make along the way.
- Devoted to Innovation - Curiosity drives us to ask questions, challenge assumptions and experiment with better ways of doing things. Innovation here is about practical solutions that solve real problems.
- Strive to Simplify - Complexity is the enemy of speed and clarity. We keep things simple - in our product, our processes and our communication, so that we can focus on what really matters.
- Do the Right Thing - We act with humility, honesty, and transparency - even when it’s difficult. Respect, accountability, and trust are the foundations of our relationships with each other and with our customers.
- Respect Above All - Every voice matters. We listen actively, value diverse perspectives and create an environment where everyone feels seen, heard, and included.
- Empowering Teams - We back each other to take initiative, own outcomes and share ideas. Together, we’re building a team where people don’t just do their jobs - they grow their craft and help shape the future of Onetrace.
Company HQ
Canary Wharf, London, UK
Articles
Leadership
Lewis Bird
(Co-Founder & CEO)Co-Founded Onetrace in 2019. They have also been a Managing Director of NextDev & Sota Ventures since 2012.
Greg McClelland
(Co-Founder )Previously a Managing Director of Optimum Contractors and Optimum Cleaning Group. They were also an Engineering Specialist at RPM Jig & Tool.
People progressing
Tanay joined in 2022 as an Onboarding & Training Executive. Now Implementation Manager, he ensures every Mid-Market and Enterprise customer has a smooth transition from sale to onboarding!
Benjy joined Onetrace as a founding AE. He quickly proved himself as a top performer and, over time, grew into a Senior AE, consistently driving results and setting the standard for excellence.
Diversity, Equity & Inclusion at Onetrace
Dina Lagou (Head of People & Operations )
- We Build With Diversity. We Lead With Respect.
- At Onetrace, our team includes over 15 nationalities. We’re proud to be a multicultural, collaborative team - bringing together different voices, perspectives, and experiences to shape the future of construction technology.
- Inclusivity isn’t just part of our culture, it’s baked into our product design and customer experience. From the features we build to the way we work together, we believe great technology starts with understanding and respecting the people it’s built for.
- We believe diversity isn’t a ‘nice-to-have’ - it’s essential to building great products. The more inclusive we are as a team, the better we reflect and serve the diverse trades, people and cultures using Onetrace every day.
- Internally, we’re committed to creating a space where everyone feels they belong - where our values of respect above all and doing the right thing aren’t just words, but behaviours we live and reinforce together. Externally, that same mindset shows up in how we partner with customers - through our product, our communication and our commitment to raising the standard across the industry. Because to build technology that works for everyone, it needs to be shaped by everyone.
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