Customer Support Representative, Antavo
+Bonuses for top performers
Loyalty program management platform
Job no longer available
Loyalty program management platform
101-200 employees
Job no longer available
+Bonuses for top performers
101-200 employees
Company mission
To be the very best in the business, helping brands around the globe to meaningfully connect with their customers.
Role
Who you are
- With big dreams and a grand mission, we’re looking for great like-minded people to join us - people who are as passionate, fearless and entrepreneurial
- We’re looking for a solution-oriented problem-solver who responds to technical and administrative issues professionally, with a long-term affinity for technology/IT, as a deeper understanding of the product will be increasingly important over time
- Have work experience at a SAAS company and/or in a customer service role
- Be experienced in working in an international environment
- Have experience in using ticket management (eg. Jira) and help desk (eg. Jira, Zendesk, Freshdesk) tools
- Have the curiosity and capability to learn new technologies and use cases in detail
- You should be a patient and empathetic person who genuinely enjoys helping others in a friendly yet professional way
- Should be a team player who helps team members if needed and is not afraid to ask for help
- You should have the capability of evaluating and prioritizing new issues
- You should have good discipline and self-control to work actively and proactively in a flexible, remote-only environment
- You should have the ability to handle frustration when external factors prevent you from providing the desired level of assistance to the client
- Have a good written and verbal communication skill in English
Desirable
- Any level of loyalty knowledge
- Familiarity with e-commerce (Magento, Shopify) and marketing CRM/automation platforms (Salesforce, Oracle, Emarsys)
- Experience in creating support articles or user guides
What the job involves
- As a Customer Support Representative at Antavo, you’ll ensure everything runs smoothly and at the highest quality for our clients while helping them maximise the value of our product and providing guidance when needed
- Respond to incoming incidents and client requests with a personal, solution-focused approach while adhering to SLAs
- Provide first-line support to our customers by checking, reproducing, and testing the issues
- Write clearly documented incident reports for the Engineering team if necessary
- Be the bridge between our client and our Engineering team to make sure that incidents are solved on time
- Follow up with clients through updates until their issues are resolved
- Answer basic product questions, and offer guidance to assist clients in using our functionalities in a self-service way
- Solve basic-level configuration issues in the scope
- Escalate complex client requests to higher levels of support
- Make sure our clients can find documentation to best use our features and collaborate with our writers to improve our content
- Constantly expand your knowledge about our evolving product and clients’ feature sets
- Identify common user issues and communicate feedback from clients to the Product team
- Occasionally, go on video calls with our customers to facilitate ticket resolutions
- Handle chat support for quick Q&A-s at dedicated times
Our take
Loyalty programs have an excellent track record for helping businesses to improve customer retention and engagement, but traditional loyalty cards are rapidly being replaced with high-tech digital solutions. Whilst retail stores often use "one size fits all" digital loyalty technology, many businesses do not fit in this box and require custom solutions, and generally require the expensive services of bespoke software developers.
Antavo provides a loyalty program management platform that focuses on flexibility, using a no-code modular approach to empower businesses to create and manage custom loyalty solutions. The platform facilitates loyalty systems through eCommerce integrations, as well as offering retail solutions in the form of POS integrations, white-label mobile apps, and mobile QR passes.
Whilst many large-scale eCommerce marketplaces and retail chains commission bespoke loyalty programs for their business, Antavo has recognised that this is generally unaffordable and impractical for smaller businesses. Through its no-code and API-centric approach to custom loyalty solutions, the company aims to increase accessibility to the benefits of personalised reward programs, improving customer experiences whilst maximising revenues for the business.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Nov 2022
$11.7m
SERIES A
Sep 2019
$0.1m
GRANT
Total funding: $13.7m
Company benefits
- Work Remotely - No matter the global situation, Antavo will always be remote-first. We support our colleagues with physical environments if they need it, but decision-making and daily operations are rock-solid-remote
- Flexible Work Setup, Including Part-Time - As a firm believer in supporting groups such as working parents, students and freelancers, we are happy to work with you in any fitting setup, so you can bring out your true potential
- Clear Career Path - We want to hire ambitious people who wish to challenge and improve themselves. After joining, we’ll lay out your training and career path together, so you can focus on your future achievements
- Antavo Days and Team Events - To support team building and create a sense of comradery, we frequently organize in-person and remote group activities. This way you can have fun and get to know your co-workers at the same time
- Antavo Care - Your physical and mental well-being matters to us. With our corporate health insurance plan, our employees enjoy access to the best available health-, physical- and mental care
- Communication Coach - The English language is the cornerstone for our communication. At Antavo, you have the opportunity to develop your communication skills in order to be a true asset for your team
- Being Loyal to a Good Cause - Diversity and inclusion are values that we live by. Our colleagues come from all over the world, with different backgrounds, cultures, and hobbies, so you’ll be part of a welcoming community
Company HQ
City of London, London, UK
Leadership
Attila Kecsmar
(Co-Founder & CEO)Experience as Web Developer for Infotec Ltd. Founder of INFINITIUM Studio Ltd. from 2006 to 2012.
Gábor Csarnai
(Co-Founder & CTO)Experience as freelance Web Developer from 2004 to 2006. Lead Developer and CTO for Infinitium Studio from 2006 to 2011.
Zsuzsa Kecsmar
(Co-Founder & CSO)Experience as Radio Producer for various radio stations from 2006 to 2011. Official Member of the Forbes Business Council since 2022.
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