Customer Support Specialist (2nd/3rd Line)

The real economy employs 3 billion people in frontline jobs, yet frontline teams are still left to choose between paper and Excel or decade-old workforce management solutions to take care of the most important part of their businesses - their people.

Enter Sona, the Frontline Operating System; an end-to-end platform to manage a shift-based workforce and empower its teams. Sona upgrades the functionality you expect from any workforce management software - including scheduling, time & attendance, HR, and Payroll - with industry-specific plugins, dedicated features to empower staff, and a consumer-grade experience that simplifies frontline work for everyone.  

In just two years, we’ve already made a deep impact on the lives of tens of thousands of frontline workers and the operation of their organisations, grown the team to 50+, and secured the backing of Google’s AI fund - Gradient Ventures, SpeedInvest, Notion Capital and angels like Tom Blomfield (Monzo).

It’s a hugely exciting time to be joining the team, as we’re still small enough that you’ll have a significant impact on the company, growth trajectory and culture, but large enough that we have a great structure, experienced leaders and world-class benefits in place (such as being fully remote and flexible, and only working 4.5 days a week). More on working at Sona here.

About the Role

We are building a leading Customer Success Team, focussed on delivering positive customer experiences, which drive lifetime loyalty. Working across multiple verticals, it is important that we listen to, and understand each of our Customer requirements, ensuring they are represented and supported equally. 

Our Customer Success Organisation looks after Customer onboarding and implementation, account management, solution success to drive ongoing return on investment, and technical support. As a Customer Support specialist (2nd/3rd Line), you’ll be a key part of our  organisation, whose focus is to ensure our customers receive the highest level of service. You will be responsible for providing technical support to our customers, resolving complex issues, and collaborating closely with our development team to deliver effective solutions.

Responsibilities 

Day to day, you will be: 

• Providing 2nd/3rd line technical support to customers via various channels including email, and live chat.

• Building out intuitive support flows to direct customers to the right support documentation.

• Troubleshoot and diagnose complex technical issues related to our software products, escalating to developers when necessary and keeping the customer informed. 

• Act as a subject matter expert on our software products, providing guidance and assistance to customers and internal teams.

• Maintain, update and improve our FAQs and Knowledge base with the latest product updates.

• Maintaining/updating customer accounts.

• Supporting the set up and training of new customer accounts and new product rollouts.

• Supporting Customer Success with the Customer Onboarding process, including setting up/holding training sessions, building onboarding communication journeys.

• Be the voice of our customer - continuously share feedback from our customers with the Product team to improve the customer experience. 

Requirements

We don’t have strict requirements but hopefully lots of the following apply to you: 

• Experience in a customer facing role with a passion to deliver the highest level of customer support. 

• You’ve worked in a startup environment or one of high growth with lots of ambiguity; you’re comfortable in an environment where we don’t have all the answers. 

• You’re a customer ambassador. You’re someone who wants to revolutionise the service offering, building relationships of trust and delivering exceptional customer experiences.

• You have strong interpersonal skills and find it easy to create rapport with people regardless of seniority both internally and with our customers.

• You’re tech savvy, can learn new systems quickly and are comfortable talking to developers to find solutions. 

• You’re a problem solver – you look beyond what’s on the surface, you’re an investigator who gets to the root cause of the problem and fix that as well.

• You aim high, take ownership, and are driven to develop your career in a customer-centric role.

Benefits: 

• Salary of £30-45k per annum

• 4.5 day standard working week