Support Lead, Easol
$95-115k
3-5 days a week in office (Williamsburg, NY)
All-in-one platform for experience businesses
Open for applications
All-in-one platform for experience businesses
21-100 employees
Open for applications
$95-115k
3-5 days a week in office (Williamsburg, NY)
21-100 employees
Company mission
To enable a generation of experience creators to love what they do.
Role
Who you are
- Candidates should love working with customers, be the right mix of resourcefulness, empathy and technical acumen and have a strong customer support background
- You have a bachelor's degree or equivalent
- You have a proven track recount of management in a fast-paced startup environment ideally in e-commerce/fintech industries
- You have experience in SaaS/B2B within customer support, customer success or professional services - having managed multiple projects cross-departmental
- That said, we are open to extraordinary talent from a variety of backgrounds but you must be genuinely passionate about commercial, technology and the experience industry
- You are highly analytical and data-driven with the ability to dissect and interpret large sets of data
- You are highly empathetic and have excellent written and verbal communication skills
- Advanced knowledge of Zendesk is required
- A basic understanding of e-commerce, web analytics and digital marketing would help you excel in this role
What the job involves
- This role plays a crucial part of Easol's growth and retention journey as you will be responsible for supporting Easol’s creators, whilst also ensuring the smooth running of the support team
- You will manage a global support team (team members based in London, East and West Coast US)
- You will provide technical guidance to Easol’s customers helping them find solutions and drive value from the Easol platform to support their business growth
- You will also work with the support team to ensure internal KPIs are met and we are living up to our Creator First values
- We are looking for a player/coach to nurture and develop the talent we have already and come with a process-driven approach to ensure customer satisfaction is maintained at world-class levels!
- Act as escalation specialist for Platform Experts team and responsible for any escalation requirements to VP of CS.Build strong relationships with Easol Creators, ensuring full resolution of all customer inquiries across channels and on hand to resolve the most challenging and high impact issues
- Develop unrivalled expertise in Easol products and stay on top of new features
- Be accountable for key support metrics including NPS, first response time, requester wait time, customer satisfaction
- Support the onboarding and training of new support agents, providing guidance on difficult customer interactions and regularly offering feedback
- Act as a key point of contact between the Platform Experts team and senior CS and Leadership team
- Forecast staffing needs ensuring responsible allocation of resources to meet the service demands of our creators
- Report insights to VP to support budget setting and future recruitment
- Own support reporting strategy including effective management of tooling (Zendesk Explore) and driving vision of future solutions
- Analyse data and identify trends to maximise customer insights and measure internal performance of key support collaborators (Success Engineering, Frontend, Finance etc.)
- Collaborate with cross-functional teams to share CX insights in support of wider decision making
- Identify recurring issues/inefficiencies and devise and lead initiatives to streamline operations & customer service tools
- Build and maintain best in class customer feedback loop with product and engineering. Analyse and identify key trends and share CX insights to inform product roadmap planning and prioritisation
Our take
Easol was founded in 2017 by husband and wife team Ben and Lisa Simpson with the intention of becoming the world's first all-in-one SaaS platform for experience commerce. The company aims to bring vital experience commerce tools all into one synchronised place.
Easol empowers entrepreneurs by removing the need to outsource their business to traditional e-commerce platforms, booking platforms or experience marketplaces such as Airbnb. This appeals directly to bosses looking to maintain full ownership of their business, and to streamline the labour-intensive and hands-on booking and tracking processes.
The company is taking advantage of the growing experience market, as more and more businesses are founded to provide the rising demand for unforgettable experiences. After a difficult few years, the experience market is set to boom, and Easol has enjoyed a $30 million funding round in 2024, which will be used to invest in their US presence off the back of opening a hub in New York.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Employee endorsements
Meaningful work
"Since joining I've seen a constant stream of positive feedback from our creators. Our platform is genuinely saving them time and money and allowing..."
Funding (last 2 of 5 rounds)
Feb 2024
$30m
SERIES A
Apr 2022
$0.1m
GRANT
Total funding: $59.8m
Company benefits
- 25 days of holidays plus public holidays
- Equity
- Gym Membership worth £30
- Headspace membership
- Development & Coaching Budget
- £1,000 Personal Deep Week Budget
- Design your own Setup Budget
- £35 per month mobile phone contribution
Company HQ
Shepherd's Bush, London, UK
Articles
Leadership
Ben Simpson
(CEO & Co-Founder)They were the managing director of youth marketing and experience agency Rough Hill. They co-founded Rise Festival in Les 2 Alps and Running Wild, an event promotion organisation.
Lisa Simpson
(Chief Brand Officer & Co-Founder)They obtained a masters from Warwick University. They were a creative project manager at Rough Hill, and worked for Action Aid for over 4 years. They co-found Rise Festival and Easol.
Salary benchmarks
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Diversity, Equity & Inclusion at Easol
Lisa (Simpson)
- There is an open forum for you to have your say in what we do and how we do it. We empower our team to share their ideas!
- Employees of all backgrounds and physical abilities will be supported by us in every way possible to thrive.
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