Customer Support Executive

About us:
Commonplace connects people with the places they live, work or play to accelerate positive change. We do this because communities that host inclusive conversations also create trusted collaborations, which improve the quality of life and fabric of their neighbourhood.
We know that our product delivers extraordinary engagement from communities, and insights to our customers. We are growing fast - as are the expectations of our communities and customers. So we must evolve rapidly but with nuance; disruptively but with integrity; and most important of all - together with our tea ---------- mbers, customers and ---------- monplace is seen as a market-leader by our customers, but we have only scratched the surface of what is possible in the UK. This role,, as part of the Support Team, provides an essential service to our customers to enable them to deliver successful projects, leading to the continued growth of Commonplace
About the role:
The Customer Success team delivers hundreds of websites to our customers every year. Each is based on a template that is then adapted to the requirements of the Customer; the type of project, and the specific community. As the Customer Support Executive you will support the Customers, End Users and Customer Success in building, launching, using websites and assisting them with any technical, project related queries. You will also support our customers to optimise their usage of the platform, leading to higher engagement with communities.
Typical responsibilities:
Customer:
Deliver great service and seek to exceed client / consumer expectations by responding their queries in a timely and professional manner
Champion a culture that achieves the business goals, delights customers and keeps consumer advocacy at the heart of everything that Commonplace does.
Ensure that good client / consumer outcomes are at the centre of decision making.
Providing training sessions to our customers
Technical:
Able to understand the service, to challenge and continually improve how the customer support team operates, ensuring increasing customer satisfaction.
Updating and organising Commonplace websites, adding map boundaries
Building and managing a very transparent and easy to use ticketing system and reporting
Good understanding of database set up
Operational:
Ensure all activities done within the SLA,
Deliver continuous improvement in efficiency
Support to build and maintain a very easy to understand, transparent internal and external knowledge base
About you:
Skills and experience needed:
Prior experience (minimum 1 years) of working in a Service Desk team
Experience with working with ticketing system
Experience with Hubspot or similar Software
Strong written and verbal communication skills
Experience of tech software (E.g., building websites; programming) is an advantage
Behaviours:
You are a natural communicator with collaboration at the heart of how you work
You have an eye for detail
You have a commercial mindset
You are proactive and eager to learn, taking steps to work closely with the rest of the team
You are comfortable with the ambiguity and change inherent in the start-up and small company environment
You have the ability to get up to speed quickly on new products, services, markets and relationships and are keen to do so.
Our Culture:
Our team is proud of our supportive and inclusive culture, and we’re committed to making Commonplace welcoming to everyone who comes to work with us. We’re an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We’re also proud to be B Corp certified. B Corps are businesses that live the highest social and environmental standards for people and the ---------- ’s how we’ve always done business and now we have the stamp to prove it.
Our Core Values:
Collaborating to make better decisions, faster
Accelerating growth in sales, customer value and community impact
Acting with integrity to make fair decisions and be kind to each other
Being brave in the way that we shape the future