Customer Support Agent
We exist to make real, meaningful relationships feel closer, one card at a time. Every day, people trust us to help them show up for the ones they love, and that starts with the experience we give our customers. We're excited to be growing our Customer Support team and looking for a Customer Support Agent to help us deliver on that promise.
This role sits within Customer Support, reporting to the Customer Support & Operations Lead. It's hybrid: Tuesday's & Thursday's in our Shoreditch office, the rest from home.
What you'll do
Customer Support
- Handle customer queries via email, delivering to our highest standards of service and customer satisfaction
- Respond to Trustpilot and App Store reviews, and CSAT-ratings, with warmth and care
- Support every step of the customer journey: product questions, delivery tracking, and aftercare
- Troubleshoot app and website issues, escalating bugs as needed
Insights & Projects
- Report on front-line trends and insights to help us keep improving the customer experience
- Get involved in projects supporting our CS/Ops strategy and the wider business roadmap
Operations & Admin
- Manage payment disputes and chargebacks, reporting on trends and finding ways to improve outcomes
- Help keep our internal knowledge base and SOP’s accurate and up to date
- Liaise with printer partners to raise and resolve service issues, supporting the Operations Manager
- Review printer output and flag errors
You'll work closely with teammates across the business to resolve customer issues fast, and hold data security and GDPR standards to the highest bar throughout.
What we're looking for
- 1+ years of written customer support experience
- Comfortable using a helpdesk platform such as Freshdesk, Zendesk, or Intercom, alongside Slack for team communication.
- A clear, friendly communicator who thrives in a fast-paced environment
- A proactive problem-solver who holds a high bar for quality, even under pressure
- Organised and reliable, with excellent attention to detail
- Flexible, positive, and a great team player, especially during peak times
Perks
- Free TouchNote cards (of course!)
- Monthly company socials, building-wide events, and fun stuff
- Fresh snacks, coffee and drinks when you’re in the office
- 25 days of holiday
- Hybrid set-up, with 2 days (Tues & Thurs) in our office in Shoreditch
- Friday afternoons off
- Vitality health insurance (post-probation, taxable benefit)
