Customer Joy Executive

We’re on a mission to help people unlock their creativity, build confidence and live more fulfilled lives. Through beautifully crafted online courses, Create academy members enjoy unparalleled access to the expertise of leading figures in gardening, interior design, craft and food. Each thoughtfully curated course is made up of bite-sized, immersive lessons and downloadable workbooks that can be accessed online at any time. We are a venture backed ambitious team united by our mission, and as such this is a fantastic opportunity for someone hungry to learn about startup environments.

About the role.

We are looking for an analytical, organised and empathetic Customer Joy Executive with excellent written communication skills and a passion for understanding customer behaviour. You will be the main point of contact for our customers, helping them understand more about Create Academy, listening to and resolving any issues before and after purchase, and ensuring they get the most out of the platform. You will also be working closely with our product team, gathering customer insights and data from customers and presenting it back in clear and appealing ways. Our subscription product is growing quickly, so your insights will impact how we engage, delight and retain customers as we continue to develop our roadmap.

This is a full time, hybrid role, working from our Hackney Wick based office two days a week.

Key Responsibilities

• Owning all aspects of customer support in Zendesk.
• Resolving customer issues and complaints in a timely manner according to our SLA.
• Building out systems and scripts that help us to better serve our customers, both in Zendesk and in our CRM.
• Engaging with trends, issues and opportunities from your time spent with customers and feeding them into the product team.
• Engaging with conversations across social channels like Instagram, Facebook and Youtube and communicating insights to the marketing team.
• Supporting Product and Marketing to deliver best practice customer experiences.
• Discovering effective ways to help customers keep up to date with product improvements and marketing campaigns, and providing exceptional customer support to do so.
• Managing our remote customer support representative, and helping them deliver excellent customer support through our various channels.
• Organising and prioritising technical bugs, complaints and issues raised by customers.
• Other administrative tasks, as required by the team, including helping with production coordination.

Essential for the role

• 2+ years experience in customer success
• Excellent communication skills, both written and verbal.
• Experience on Zendesk and Google suite (sheets, docs, mail etc)
• Experience gathering and presenting qualitative data.

Desirable for the role

• Quantitative analysis skills
• Product related experience
• Inclusion in the company pension scheme.
• 25 days annual leave, plus a day off for your birthday
• Access to training fund for professional development opportunities.
• Fully remote working available for 4 weeks from May to September.
• Working collaboratively as part of an ambitious and experienced team.
• Working in the vibrant area of Hackney Wick, East London.

Seniority level

Entry level

Employment type

Full-time

Job function

Business Development and Sales

Industries

E-Learning Providers

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