Customer Operations Executive

About Signal - Who are we?

We're on a mission to change the way businesses make decisions with our cutting-edge AI technology. To achieve that, we’re looking for passionate people to join our open and unconventional workplace. Our inclusive environment welcomes skills and experiences from diverse backgrounds and defines who we are.
We are very excited to be expanding our global footprint to the vibrant city of Lisbon this year. This role will be one of our founding Portugal-based employees.

About the role - Who are you?

Our Customer Operations Team is the key link between our clients and Signal. We are looking for a highly motivated self-starter who can understand what matters most to our customers and use these insights to support & optimise their experience. This position is responsible for supporting our clients on a consultative and technical basis to optimise product configuration to increase product value and ensure clients get the most out of the Signal platform.

The day-to-day responsibilities - What will you be doing?

The Customer Operations Executive is responsible for ensuring our customers reach their goals. This involves supporting our clients throughout their entire lifecycle with Signal; helping them navigate the platform, investigating issues and bugs and driving education and engagement at all stages.

Responsibilities include:

• Product Support: Responding to client inbound requests in a timely and concise manner as so to eliminate the likelihood of repeat issues:
  • Offering technical support via a variety of inbound channels (chat, email, phone), which may include, but is not limited to:
    • Assisting with login queries
    • Email delivery investigations
    • News article, publication and content investigations/analysis
    • Investigating platform issues and potential bugs
    • Analysing data sets
• Platform Research and Optimisation: Work with customers to understand new subject areas and then use this to surface key insights within our product
• Experiment: Continually review how customers are using the product and conduct experiments to evaluate the impact of new product features on current clients
• Solve Problems: Tackle problems in creative and logical ways and consistently brainstorm alternative solutions
• Collaborate Cross-functionally: Partner and collaborate with teams across the organisation to remove roadblocks and unlock new opportunities
• Be open-minded and flexible to the requirements of prospects, clients and the wider internal team

Requirements

Knowledge, skills and experience - What does it take to be successful?

• Previous experience in a Customer Support or Technical Support role
• Excellent organisational skills and the ability to multitask in a fast-paced and ever-changing environment
• Significant problem-solving skills and the ability to adapt to help unhappy customers and provide timely resolutions
• Customer-facing experience in a B2B or B2C environment is essential
• A calm and cool head under pressure and high attention to detail are essential skills for success in this role
• The ability to take complex ideas and explain them clearly, concisely and effectively
• Able to use technical tools; G-Suite, Salesforce, Kibana, Jira, Intercom, Excel (or use of similar technical support tools and programmes)

Don’t meet every single requirement listed? Academic research has shown that women or people of other underrepresented groups tend not to apply for jobs unless they meet every single qualification. At Signal AI, we know that diverse teams perform better so if your experience doesn’t fit perfectly but you’re excited about this role, we’d love for you to apply anyway.

We’re committed to building and fostering an inclusive environment where Signallers feel welcomed, valued and listened to - an environment where they thrive being their true selves.

Benefits

Benefits (Lisbon)

• Hybrid Working Environment - we have a hybrid remote policy with 2-3 days remote per week, plus Summer & Winter fully remote blocks wherever works for you, including abroad;
• Unlimited holiday entitlement;
• Enhanced Maternity, Paternity and Dependents Leave policies;
• Access to free therapists via Spill.

Salary Range: €16,000 - €18,000