Customer Happiness General Support or Live Chat Specialist

Job Description

Founded as the first-to-market Instagram scheduler in 2014, Later (formerly Latergramme) has grown from a simple Instagram tool to the #1 visual marketing platform for Instagram, Facebook, Twitter, and Pinterest. Now with over 2 million users globally, Later is a member of the Instagram Partner Program and a Pinterest Marketing Partner.

We believe that social media has become a visual experience, and we’ve designed our platform to help you visually plan and schedule your photo and video content.

Later helps streamline your social media strategy so you can set yourself up for more sales and success. Our features focus on visual scheduling, media management, marketing and analytics. Here at Later, our goal is to simplify Instagram marketing and make it accessible for all businesses.

Our Values

Our core cultural values are manifested in our practices and processes every day. We highly value transparency and fairness in everything we do. We look for people who like to move quickly, are ambitious yet humble and have a great sense of humour. If you have a mischievous spark of fun, that’s even better.

You have:

• A natural tendency to take initiative, achieve results and generally #GSD.
• A desire to constantly stay organized and create efficiency using technology, bringing order to chaos and uncertainty.
• Teamwork is your middle name. You want to brainstorm with the best of them and are continually looking for ways to do it better.
• A humbleness to recognize that sometimes you’ll need to apologize and admit mistakes (we’re all human after all!)
• Understand and work well in startup culture - be able and willing to take on all sorts of tasks and responsibilities.

We list our values and beliefs first because they are non-negotiable; if you're still reading then check out some of the responsibilities you will own.

The role

We’re growing & looking for Customer Happiness Specialists at all levels to join our team! As a Customer Happiness Specialist, you will enable Later's customers to realize their visual marketing objectives through the use of Later's visual marketing platform. You will intuitively understand the people using Later's needs and proactively help identify ways in which they can interact with Later's product to increase their productivity and results. You'll help simplify our product providing self-serve resources that delight the people that use Later.

We currently have two opportunities based out of London, UK depending on your current skill set and where you are looking to grow your expertise. Please review the opportunities below and let us know where you think you could be a fit now and into the future!

Opportunity 1: Customer Happiness Specialist - General Support

As the Customer Happiness Specialist, you'll be:

• Handling inbound customer inquiries and support requests
• Communicating directly with customers to answer questions and address issues through emails, live chat and other channels.
• Proactively reaching out to customers that might need help
• Communicating directly with customers to identify their goals, direct them to best practices and answer product questions
• Troubleshooting product issues and bugs from start to finish
• Working with the engineering team to escalate bugs and fix them in a timely manner
• Helping improve Later’s self-serve resources
• Assisting in developing best practices for handling support requests and tracking customer feedback
• Identifying and tracking customer feedback to better advocate on behalf of our users
• Helping new customers upgrade and upselling existing customers to the plan of their dreams

Requirements for Customer Happiness Specialist:

• At least 1 to 3 years experience in a customer support role, preferably within a Software as a Service (SaaS) company

Opportunity 2: Customer Happiness Specialist - Live Chat

As the Live Chat Customer Happiness Specialist, you'll be:

• Handling inbound customer inquiries via live chat primarily
• The first point of contact for Later’s priority support customers who engage in a live chat
• Multitasking on live chat; handling up to 3 conversations at once while maintaining a fluid and friendly conversation
• Responding to customers via emails and other support channels when additional hands on deck are needed
• Communicating directly with customers to identify their goals, direct them to best practices and answer product questions
• Troubleshooting product issues and bugs from start to finish
• Working with the engineering team to escalate bugs and fix them in a timely manner
• Helping improve Later’s self-serve resources
• Assisting in developing best practices for handling support requests and tracking customer feedback
• Identifying and tracking customer feedback to better advocate on behalf of our users
• Helping new customers upgrade and upselling existing customers to the plan of their dreams

Requirements for Live Chat Customer Happiness Specialist:

• At least 2-4 years experience in a customer support role, preferably within a Software as a Service (SaaS) company
• At least 1-3 years experience in live chat, handling general product questions, troubleshooting issues and upselling opportunities.

Note: Please highlight your Live Chat experience in your resume and/or cover letter.

What we’re looking for in a Customer Happiness Specialists

• You’re an early adopter and embrace new technology before most of your friends, but when you find that game changing app for you, you can’t wait to share it with your people and teach them how it makes their life better!
• The tech start-up industry is where you want to be. You thrive on the cutting edge and get excited to learn more, push boundaries and innovate every day
• You're extremely analytical, meticulous and organized
• You’re a problem solver by nature
• You thrive in a fast-paced, high-volume environment
• You can navigate through difficult conversations with professionalism and maintain a calm and empathic approach
• You love helping and going out of your way for others
• You can talk technical with engineers and then explain that same conversation in simple terms to your grandma

How to apply:

If you think you might be a great fit with our team please send us your resume and a brief cover letter specifying which role you are applying for, we’d love to hear from you.