Customer Support

Hybrid Role: Remote/Hull, East Yorkshire. Candidate must live within commuting distance to Hull for fortnightly office meetings. Saledock is a cloud-based commerce platform designed with retailers, for retailers. We help make business life easier for start-ups and well-established multi-store retailers. Our all-in-one platform unifies in-store and online sales across multiple channels, and helps retailers understand and manage their stock more effectively. We are looking for a Customer Support Representative to join us on this adventure! You’ll be working directly with the founders, and have real impact in shaping the Saledock platform. You will need to have a ‘can do’ attitude and be willing to pitch in where required to help drive the business forward. What you will be doing: As a Customer Success Representative, you will be the first point of contact for Saledock customers. Your primary focus will be first line of support and technical 2nd line support, answering enquiries and raising tickets for the development team when required. You’ll also ensure the help centre is up to date, and improve existing support processes to help customers better self-serve. In summary, you’ll: * 1st and 2nd line customer support via email, phone and live chat. You'll need to be technically minded for this role * Mainain and improve the help centre with written and video content * Work closely with the sales team to schedule and conduct onboarding and training sessions * Create a great first impression of Saledock * Utilise a CRM solution to log support calls, features requests and track progression * Build a positive relationship with cusutomers to maintain our high customer retention rate * Be self motivated to ensure a seamless transaction from customer win to go live and beyond, ensuring regular customer communication throughout each phase What you will bring to the team: Passion and energy with confidence and ability to quickly build rapport with customers is key for this role. Exceptional written and verbal communication skills and experience in a customer-focused environment. A customer-focused approach, ensuring the customers needs are understood and met. We're looking for a candidate who has experience with the following: * Minimum 1 year customer service experience * Experience liaising with customers over the phone * Experience liaising with customer enquiries and frustrations * Experience creating written and video content to articulate a product * Experience working in a technology based business with a technial mindset for 2nd line support * A retail background would be ideal, but not essential What’s in it for you? You’ll learn everything about us, Saledock’s background and processes. You’ll receive practical onboarding and work with us to improve our customer success strategy. We’re a fast-paced, energetic company that cares about people. We plan to grow 10 fold in the next 18 months, so there will be genuine opportunities to progress as the team grows. If you’re ready to make your mark and up for a challenge, then apply today! Plus, we have a range of benefits: * Pension programme * Social events * A flexible environment * Work from home Who we are and what we do: Saledock’s cloud-based platform is an all-in-one ePOS, eCommerce and inventory management solution. Saledock eliminates the need for multiple disconnected systems, saving retailers time and boosting productivity. We launched Saledock in 2020 with a mission to empower retailers with the tools they need to succeed, and in 2023, secured investment enabling team growth to achieve ambitious growth plans. Saledock is an equal opportunity employer committed to providing a working environment that embraces, values and champions diversity, equality and inclusion. If you're ready to make an impact in a dynamic and innovative environment, while enjoying the flexibility and support to thrive, then we want to hear from you