Customer Success Assistant

Overview

Working with our Head of Customer Success, you will provide first-line telephone, live chat and email support to Yapster’s business customers and frontline app users (working for Ann Summers, Caffè Nero, Krispy Kreme, The Restaurant Group etc).

Package:

  • £20,000-£30,000 starting salary (subject to skills & experience)
  • 25 days annual leave + your birthday off
  • Opportunities for flexible working
  • Quarterly team offsites
  • Fun office in Zone 1, based close to vibrant Angel and Old Street

About us:

Yapster is an investor-funded retail & hospitality tech start-up. Our mission is to empower people working in roles previously untouched by decent enterprise technology. With your help, our chat app will be downloaded, used and loved by millions of workers operating “on the shop floor” of the UK’s favourite High Street brands. Customers include Ann Summers, Caffe Nero and Krispy Kreme.

Based in between Angel and Old Street in London’s Zone 1, we’re a friendly, fun, and fast-growing team united by a passion for building a first class product and company culture. Our product is only as good as our team - you can expect to work alongside brilliant people and join a fast-paced culture in which everyone relishes getting ‘stuck in’.

Responsibilities and Duties

  • Tracking, prioritising and answering inbound support requests across a range of channels

  • Meeting all company SLAs and providing a positive customer experience

  • Reporting support activity and issues to Yapster’s Head of Customer Success

  • Running user focus groups with frontline and corporate users

  • Accurately recording and reporting user feedback and requests

  • Core data management

  • Usage data and trend analysis

  • General administrative support to Yapster’s Co-founders and senior team including diary management and some EA duties

  • Supporting at events and roadshows where necessary

  • As we are a small team, there will be opportunities to get involved with projects outside your main role as we grow as a company and you grow within it

Experience

  • Experience working in a customer facing role
  • Excellent written and verbal communication skills

  • Highly organised, conscientious and responsive with a strong attention to detail

  • High proficiency in Microsoft Excel is essential

  • Experience using basic office software (Microsoft Office, Google Docs etc.)

  • Comfortable communicating with people of all levels

  • Ability to prioritise and manage a busy workload

  • Ability to work independently

Diversity policy

We aspire to build a team that properly reflects the communities we serve and welcome applications from people with diverse perspectives and backgrounds.

How to apply

Please send your CV to hr@yapster.info with Customer Success Assistant Application in the subject line.