Job Description

As a Customer Support Specialist, you will be responsible for managing V7’s customer communication through email, chat and the occasional calls, responding to support queries from customers and leads. Expect to have < 20 and high impact customer conversations a day.

You will coordinate with multiple internal teams: with Product and Engineering for bug resolution and product feedback, and with Sales, Customer Success, and Account Management to ensure that every V7 customer is set up for success.

Nothing is more important to a young company like ours than the excellence of our employees – in their performance, psychological wellbeing, and culture. We work hard to create a collaborative, high-trust environment for outstanding people to do outstanding work together, and we actively encourage vision and ownership in your role.

What will I be doing:

• This role is to cover our UTC time zone shift, so you’d be working the standard 9am-5pm UTC
• Responding to V7’s customers over email, chat, and calls.
• Troubleshooting and investigating customer-reported bugs.
• Reporting bugs to our Engineering Team and providing customer updates.
• Collecting and sharing user feedback with our Product Team.
• Collaborating with other customer-facing functions like Customer Success and Sales to create an industry-leading customer experience.
• Contributing to V7’s ~95% CSAT and G2 top-rated support experience.

What are we looking for:

• Experience working in customer-facing support role in a B2B SaaS environment.
• Logical, problem-solving thinking, ability to work unassisted, without a script.
• Fluency in English with excellent soft-skills.
• Experience in a high/hyper-growth environment preferred, with a proactive attitude.
• Thrived as a another fast-paced SaaS startup or scale-up during a high-growth phase.
• Flexibility – this role may require some shifts outside of typical working hours.
• Preferred to have : Experience with Python and cloud integrations.
• Preferred to have : You have demonstrable experience at the frontier of AI, including the applications of Large Language Models and GenAI.

What’s in it for you:

• Remote role, open to UK and EU countries.
• V7 were named as Linkedin’s No2 top startup in the UK in 2023 and 1st on Sifted’s top B2B rising stars for 2024.
• Top 15% quartile stock options through a EMI scheme.
• Private Healthcare via Vitality.
• Learning and Development wallet of £800 per year.
• Monthly well being and mental health budget.
• Personalised benefits platform via Thanks Ben.
• Enhanced parental leave.
• 4-day company wide retreats in stunning locations.
• Soho London HQ office with a barista, fresh fruit, and other amenities.
• Paid tickets, accommodation, and travel to relevant conferences, nationally or internationally (NeurIPS, ICCV, CVPR, …) to expand your network & knowledge during normal times.

What’s the interview process : 1st Hiring Manager screen, 2nd Written exercise, 3rd Interview with Head of Product and 4th stage panel interview and task (2 hours).

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