Customer Support (Marketing)

Reporting to: Managing Director and Head of Marketing
Salary: £25,000-£30,000 (plus equity)
Location: Remote with national travel (UK)

Role Overview - Customer Support (Marketing)

This role is a full-time position for a 5 day working week, but would suit someone with the availability to sometimes swap your working hours or working days. We could potentially be flexible if you would prefer to start work later in the day and continue into the evening, and even if you wanted to swap working days to the weekend occasionally.

You’ll be a skilled, versatile writer and a natural communicator with a friendly and professional phone manner and a keen eye for detail. You’ll be as comfortable using emojis as you are with semi colons, and while you’re disciplined enough to stick to a script when needed, you should have the wit and charm to rewrite it too (when appropriate). It would help if English is your first language, but this is certainly not essential.

You’ll be proactive, upbeat, and able to work both with a team and independently to solve problems and come up with new ways to keep our customer base happy. It would be ideal if you have proven experience in a customer service or support role and you get a kick out of helping improve processes to make our customer experience the best it can be.

Your day-to-day will involve answering and resolving customer queries through our in-app messenger, on the phone, on social media or via email. You may be required to do some simple data management and analysis, so a basic grasp of Excel would be handy. Technology is at the core of everything we do, and you may often have to speak with our development team to get to the bottom of issues, so it will help if you have an active interest in tech too.

It’s worth saying that working in an early stage startup will mean that no two days are ever the same, so the ideal candidate will relish the opportunity to get stuck in and won’t be afraid to learn new things, appreciating that their job description is only the tip of the iceberg. There may sometimes be late nights and early mornings, but we'll have a lot of fun along the way.

If you see this as a positive challenge and a chance to grow quickly within a role that has the potential to be whatever you make it, then you should definitely think about joining our team.

Key responsibilities - Customer Support (Marketing)

Customer service:

• Serve as the first point of contact for customer inquiries via phone, email, chat, and social media.
• Assist customers with bookings, troubleshooting, and general queries to ensure a seamless experience.
• Monitor and respond to customer reviews and feedback to enhance satisfaction and build loyalty.
• Maintain accurate records of customer interactions and issues, escalating where necessary.
• Support pre-and post-event communication with customers, including confirmations and follow-ups.
• Track customer feedback and sentiment to drive customer-centricity across the organisation.

Marketing support:

• Assist in executing marketing campaigns, including email, social media, and content marketing.
• Engage with the online community, responding to comments and fostering relationships on platforms like TikTok, Instagram, and Facebook.
• Coordinate customer feedback collection and integrate insights into marketing strategies.
• Help create and schedule engaging social media content to promote Active Reality’s events and experiences.
• Support the implementation of loyalty programs and referral incentives.
• Assist in managing customer databases and CRM systems to optimize engagement strategies.
• Conduct customer research, including interviews and surveys, to gather insights for improving services and marketing strategies.

Requirements - Customer Support (Marketing)

• Strong communication and interpersonal skills with a passion for customer satisfaction.
• Basic understanding of digital marketing, including social media management and email marketing.
• Proficiency in using CRM and customer support tools (e.g., Zendesk, HubSpot, Klaviyo, or similar platforms).
• Ability to multitask, prioritize, and work independently in a fast-paced environment.
• Creative mindset with an interest in gaming, immersive experiences, or technology.
• Experience in customer service or marketing is a plus but not essential.

What we offer - Customer Support (Marketing)

• A dynamic and fast-growing company with exciting opportunities for growth.
• The chance to shape the future of our VR esports arenas and have a tangible impact on customer experience.
• A collaborative and innovative work environment where your contributions will be valued.
• Opportunities for personal and professional growth as we continue our rapid expansion across the UK and beyond.
• Opportunities to grow within both marketing and customer service roles.

Join Us

If you are passionate about creating unforgettable customer experiences, delivering exceptional customer service, and driving impactful marketing campaigns, we want to hear from you.

Help us bring our vision of active, immersive VR esports arenas to life!