Customer Support Representative

Airship have an exciting opportunity for a Customer Support Representative to join the team!

Location: Park Hill, Sheffield

Salary: £23K per annum

Job Type: Full time

Customer Support Representative – About Us:

Airship, a thriving SaaS company headquartered in Sheffield, specialises in serving premier brands within the vibrant UK Hospitality sector, including household names like Byron, The Alchemist, Leon, Turtle Bay, Chilango, Boxpark and more. The close-knit team dedicated to camaraderie, mutual support, and have a passion for delivering excellence.

Customer Support Representative – The Role:

As a Customer Support Representative you will be the first point of call for reactive support requests from our customers. You will be responsible for answering customer queries, troubleshooting issues & escalating where needed. You will take ownership of our support desk software (Intercom) to manage incoming queries, as well as writing and editing our support articles within our “Academy”, to allow our customers to self-help where they feel comfortable to do so.

You will work closely with the Customer Success team to ensure our customers are happy with our products, are being responded to quickly, and kept up to date with any new product features that we release.

Customer Support Representative –Key Responsibilities:

- Become an encyclopaedia of knowledge about how our products work and what they are capable of. Use that knowledge to help our customers apply this to their businesses

- You’ll become an expert with our support desk software (Intercom) to ensure all incoming requests are kept on top of and dealt with within our SLAs

- You’ll maintain external communication with our customers to inform them about any new features or updates to our products. This will include creating weekly newsletters & updating any chat bots / pop ups with the most up to date information

- Craft and maintain our support centres, writing and updating articles to help reduce the amount of times you have to answer the same questions by delighting our customers with a place that they can self-service their support queries

- Ensure that all customers have a great experience with our products - where the product ever falls down on reliability, usability or speed, be the voice that gets that information back to our product team so we can fix it. Through your feedback and empathy with our customers’ challenges, you will be able to influence the direction of our products

- Communicate efficiently and effectively with our customers, whether it be via our ‘support desk’, email or over the phone

Customer Support Representative – You:

- Excellent communication and writing skills, the ability to explain complex topics in easy to understand and concise English

- The ability to manage a large amount of incoming inquiries

- A passion for talking to customers, all day, every day

- Great problem-solving abilities and experience in a troubleshooting environment

- The ability to manage workload and work deadlines

- Great organisational skills and attention to details

- A creative mindset

Beneficial, but not essential:

- Experience with CRM and Email Marketing

- Experience within the hospitality industry

- Experience using Intercom for answering support queries

- Experience with a SaaS company

Customer Support Representative - The Benefits:

- 28 days holiday

- Full private health insurance provided

- Cycle-to-work scheme & Bike storage

- Dog friendly office

- Electric car lease

- 10% of your time is spent learning something new

To apply for the role of Customer Support Representative, click “Apply” below!