Customer Support Agent Client Success London Head Office Hybrid Remote

Location: Central London

Job Type: Shift pattern working, with the availability to work assigned shift rotations & some weekends 'on call'

Compensation: £30-35,000

Why join us?

If you love food and technology as much as we do, you'll love life at Vita Mojo. We're on a mission to revolutionise the hospitality experience for operators and their customers. Through our smart digital products, we're powering the digital transformation of your favourite pubs, bars and restaurants. And we want a world where everyone gets the meal they're hoping for. Each and every time.

About the role

At Vita Mojo, we have the opportunity to support a product suite that is fundamentally changing the way restaurants see technology and the end customer experience. As a Customer Support Agent, you will be a pivotal part of our day-to-day operations, working directly with leading restaurant brands in helping them use Vita Mojo, answering product questions, tracking feedback, escalating issues, and acting as the bridge between our clients and our client success, product, design and development teams.

Working cross-functionally and with a product that's central to helping hospitality businesses thrive, we promise no two days will look alike. This role is perfect for someone who enjoys communicating with clients every single day, having technical conversations with non-technical people, and having the ambition to become an encyclopaedia of knowledge about how Vita Mojo works and what it is capable of.

The day-to-day responsibilities include:

• Customer Care: Taking ownership of customer queries and managing expectations at every stage to deliver impactful support. This includes prioritising quick responses via email and live chat, receiving customer calls, and providing step-by-step guidelines for the resolution of complex issues.
• Product Support: You will have a deep understanding of our products and the ability to configure or troubleshoot a diverse range of customer queries from recently onboarded clients to more complex issues that existing customers may have.
• Problem Solving: You relish the challenge to investigate, diagnose, document, and prioritise customer issues, leveraging internal tools and escalation teams as necessary. This includes reproducing and documenting bugs for the Engineering and Product teams.
• Operational Excellence: You delight the customer with every interaction. You will have a strong pulse on identifying key findings and suggesting product and process improvements to continually optimise performance.
• Key Performance Indicators: You enjoy taking ownership of driving performance metrics to deliver world-class service. Some of these include: customer satisfaction (CSAT), time to first response, handle time and ticket resolution rate.

About you:

• Previous Experience: You've worked in a customer-facing role, working with business-critical software that is vital to day-to-day operations.
• Customer Focused: You have a passion for talking to customers all day, every day. You empathise with clients in a genuine way that lets them know you understand their pain points.
• Communication: You're an articulate communicator (both written and verbal) and enjoy crafting clear and concise messages to customers and internal stakeholders.
• Technically Proficient: You genuinely enjoy technology and have the ability to grasp complex concepts relating to Vita Mojo's Operating System.
• Time Management: You're able to balance multiple priorities while working in a high-volume environment.
• Problem Solving: You are naturally curious and embrace the challenge of solving problems, both with software and soft skills.
• Resilient: You're able to stay focused, adapt and persevere in the face of obstacles.

It will be a bonus if you:

• Have previous experience in a customer support role within a B2B software company.
• Have previously worked in hospitality.
• Have previously used Zendesk or Salesforce in a support capacity.
• Have a basic understanding of web technologies (HTML, CSS).

Work perks and benefits:

We pride ourselves on our fantastic open, honest, inclusive culture that we have built, and continue to build. As a testament to this, Vita Mojo has secured a place as the UK's Number 1 startup to work for.

We're proud of the flexibility that we offer our Mojis and want to promote a positive work/life alignment. A one-size-fits-all approach won't work for every Moji and team.

Your tech kit: We want to supply you with the best hardware to get the job done.

Your work environment: Our bright and spacious offices offer lots of natural light, a jungle of plants, and different spaces to relax and focus on what you need to do.

Food and drink: We stock all the coffee and tea you can drink when in the office and we're never without snacks!

Your budget: You have a monthly wellbeing and lifestyle allowance available through your own personal wallet.

Your development: We offer a L&D budget to support you in your development.

Your mental health: Through our partnership with Spill, you can ask a therapist for advice, schedule a therapy session, or use a series of therapy sessions.

Your holidays: We believe in finding your work-life alignment and want you to take advantage of your 25 days of leave, plus public holidays.

Carer's Leave: We understand life happens and you may need to take some time to support your loved ones.

Welcoming a child into your life: We have enhanced Parental leave policies!

Your health: We offer 10 days of full pay sick leave.

Your birthday: You get the day off on (or around) your birthday every year.

Your social spirit: We love socialising with our fellow Mojis.

Dog friendly: We love our furry friends who visit the office!