Customer Support Agent (Maternity cover)

The Opportunity

Phorest powers over 11,000 hair and beauty salons using our software in the UK, Ireland, Germany, Finland, the USA and Canada, processing more than 7 million appointments per month.

Our system touches every point of the salon experience. We have the in-salon software desktop application, Phorest Go (the native staff application), online bookings website for salons, and custom native apps per salon.

Customer Support is critical within the company to ensure we have happy customers who stay with us, grow their business with us, and get value out of our products. We are growing fast and would like to add a new member to our team. You will join a group of highly motivated individuals, working to help us grow Phorest faster.

This is a fixed term contract role to cover for a maternity leave.

What you will do

• Take ownership of the investigation, diagnosis, and resolution of our client's technical and customer service-related questions. We own client communication from initial contact until resolution.

• Strive to be a product expert in all areas of the product. We pride ourselves on being able to understand each customer’s needs deeply. We believe in empathetic, transparent, and solution-focused support and communication.

• Advocate for, and be the voice of our clients internally. We engage with and work alongside different teams to provide product feedback and iterate on our processes. We regularly collaborate with different teams within Phorest, including our Marketing, E-commerce, and Mobile teams to ensure every decision made has our customers in mind.

• We help test new features, bug fixes, and improvements and provide direct feedback to the teams involved.

Month 1:

• Complete induction

• Become familiar with the organisation and the functions/departments

• Begin to work in the role with help from managers and colleagues.

Month 2-3:

• Start building on the foundational basics learned in month 1 alongside your teammates

• Set weekly goals with your manager to aid your early development within the role

• Begin biweekly 1:1’s with your manager

Month 3-6:

• Partake in your 3-month review, this will also be an opportunity for you to contribute to your development plan for the next 3 months.

• Months 4 through 6 will be based on the outcomes of your 3-month review

• Continue your biweekly 1:1’s with your manager

Month 6-10:

• Partake in your 6-month review, the outcomes of which will impact the preceding months.

• Building towards a target of 17+tickets closed per day.

The Specifics:

• Answer incoming Customer Support queries (approx 17+ per day)

• Resolving problems by phone, email support or remote connection

• Becoming a Product Expert on Phorest’s software

• Issue reporting, logging, and troubleshooting

• Escalating issues to internal teams where necessary

You Have:

• 3+ years of experience in Customer Support

• 1+ year of experience in Technical Support

• Exceptional problem-solving skills

• Genuine passion for speaking to and supporting customers

• Strong ability to prioritise and manage competing priorities

• Excellent written and verbal communication skills - you need to take technical language and concepts and make them accessible to our customers

• Ability to think on your feet and context switch when needed

• Be thorough, detail-oriented, and self-motivated

• Ability to work independently, as well as collaboratively

• Commitment to continuous self-improvement and learning

Nice to Have:

• Experience troubleshooting and supporting Cloud Software

• Knowledge of Zendesk, Aircall, Slack