Customer Support Representative
Worksome is on a mission to make work better. We’re dedicated to creating a world where people are more productive and working on what they love. Our platform offers companies a seamless way to hire, manage and pay their external workforce - creating better experiences for everyone and more opportunities for people in the flexible world of work.
Worksome is a human-first company, with a culture rooted in trust, transparency and inclusion. By prioritizing the needs and well-being of both our employees and clients we believe that we’re one step closer to creating a more agile and fulfilling world of work - for everyone.
Founded in Denmark in 2017, we currently have offices in Copenhagen, London and New York - and are rapidly expanding into new markets.
At Worksome, we’re on a mission to make work more flexible for everyone. As our new Customer Support Rep, you’ll be the friendly face (well, voice and keyboard!) behind our support experience, helping both companies and freelancers make the most of our platform. Think of yourself as a product-savvy problem solver who loves making people’s day better.
You’ll be working closely with teams across Finance, Compliance, Product, and Engineering to ensure we deliver fast, helpful support, and you’ll always bring the kind of positive energy that reflects our Worksome values.
About the job
As a crucial member of our team, you will:
- Provide Timely Support: Address user queries on Intercom during office hours in the UK time zone (09:00 - 17:00), ensuring users receive prompt assistance.
- Drive Support Innovation: Lead efforts to innovate and automate our support functions. This includes leveraging tools like Bots, AI, and FAQs, while staying vigilant for new potential tools and processes to enhance our support operations.
- Elevate Customer Support Experiences: Continuously explore ways to enhance our customer support function, aiming to provide users with even more exceptional experiences with Worksome.
- Data-Driven Decision-Making: Track and report on support queries to make informed, data-driven decisions that optimize our support operations.
- Facilitate Onboarding: Play a crucial role in onboarding and ramping up new team members in the Customer Support department, ensuring they're equipped to deliver high-quality assistance to our users.
- Collaborative Support: Extend your support to Customer Success Managers, Account Directors, and Account Executives as needed, ensuring seamless, efficient, and top-quality customer experiences across all user groups.
- Cross-Team Collaboration: Foster effective collaboration with internal stakeholders, contributing to a unified Worksome culture. Share insights and knowledge with colleagues from other teams, typically through platforms like Slack.
- Ownership of Tasks: Take ownership of specific team tasks, in alignment with your manager. This may involve tasks such as freelancer and marketplace job approvals, updating macros, addressing public reviews, and raising internal JIRA tickets.
- Experience: You bring valuable experience from a Customer Success or Support role, preferably in a startup environment. This experience equips you with a deep understanding of customer needs and challenges.
- Technical Curiosity: You have a natural inclination towards technology and possess the ability to quickly become a 'Worksome Super User'. Your curiosity drives you to explore and master our platform.
- Communication Skills: You are a strong communicator with a knack for simplifying complex processes and products. You excel at explaining intricate details in a clear and concise manner.
- Technical Expertise: You have a profound understanding of Worksome's internal flows and processes, particularly in areas like CSM, Sales, and Finance.
- Tech-Savviness: You're not just familiar with technology, you're passionate about it. You have a genuine interest in staying updated with industry trends and advancements.
- Regulatory Compliance: You either have existing knowledge or a keen willingness to learn about market-specific regulatory compliance. This shows your dedication to ensuring our users operate within legal and regulatory frameworks.
- Collaboration and Relationship Building: You excel in building strong relationships and thrive in a collaborative environment. You understand the value of teamwork in achieving collective success.
- Empathy: As the internal voice of our users, you're deeply empathetic. Your motivation comes from a genuine desire to assist and support our users in achieving their goals.
What we can offer you
- Work life balance and a company that values individual Wellbeing
- A work culture that embraces trust, transparency and inclusion
- Flexibility and a hybrid work setup based in Copenhagen, Denmark
- 6 weeks of vacation, healthcare insurance, pension, social events and holiday parties
- A role where your ideas and work will have high impact
- An opportunity to help shape the future of work!
Apply for this job
*
indicates a required field