About the Role

Our Customer Support Team handles over sixty thousand emails a year from members across the globe. From providing technical support and event information to content moderation and emotional support, the scope of what we do is vast, making each day and its challenges unique and dynamic.

We are seeking a dedicated and personable Customer Service Advisor to serve as one of the primary points of contact for our members. In this role, you will collaborate with a small team to manage both inbound and outbound communications via email, ensuring exceptional and efficient customer support is provided throughout the week (including weekends). Our CRM software handles the heavy lifting when it comes to the repetitive aspects of the job, so your focus will be on delivering a genuinely supportive experience for our members once you have a solid understanding of our protocols, standards and expectations.

The ideal candidate will be someone who has a generally strong understanding and knowledge of consumer technology and demonstrated experience of Customer Support. We are looking for a personable individual who leverages their intuition, initiative and enthusiasm to create unique interactions, but also someone who exhibits consistency through their response accuracy, typing speed and adherence to standards. Most importantly, the ideal candidate is someone who can learn quickly, is level-headed under pressure, communicative and striving to understand nuances on how to naturally better a customer’s experience.

Successful applicants will need to be comfortable working around potentially explicit material of an adult nature, specifically tailored towards gay men in a fetish community, and dealing with a multitude of diverse characters and interesting material.

What’s it like to work at T101?

T101’s aim is to creatively connect people through technology. We specialise in developing websites and apps and offer creative solutions for our evolving brands that enable like-minded people to connect. Everyone at T101 brings something unique to the table, but shares the same passion for interactivity and innovation. We all take immense pride in our jobs and care about growing as individuals, teams and as a business but also value a casual atmosphere. Reflected in our office space located in Brick Lane, our flexible approach to collaboration means our work can do the talking, rather than a suit and tie!

Responsibilities: 

CORE:

• Delivering fast, friendly, accurate and efficient customer support
• Learning and understanding the Recon platform, its iterations and supplementary software
• Delivering high standards of customer service while achieving KPI’s
• Handling complaints and customer issues to resolution 
• Ensuring all communications are handled with privacy, respect and adherence to data protection laws
• Investigating and escalating customer issues following established escalation procedures
• Providing help and advice to customers on T101 products and services
• Issuing refunds and compensation to customers where appropriate
• Performing regular moderation of user generated profile content to ensure compliance to T101 policies
• Processing profile erasures in accordance with GDPR guidelines in conjunction with Operations Team
• Effective tracking of functional bugs on Recon using JIRA and Google Drive
• Keeping up to date with new and changed products and services
• Leveraging individual technical knowledge to troubleshoot issues and provide solutions for customers

OTHER TASKS

• Monitoring newly created profiles to ensure they comply with T101 policies
• Liaising with the image classification team for image related queries
• Liaising with relevant development teams for technical related queries
• Contributing to the production and maintenance of help articles and standard responses in advance of proposed feature releases
• Responding to app reviews to compliment Zendesk Customer Service tickets
• Effective monitoring of spammer tools to protect and safeguard our genuine member base

Skills and Requirements

• Have previous Customer Support experience
• Competency with Google Workspace (Docs, Sheets, Slides)
• Have a native level of written and verbal English skills
• PC, Mac and Smartphone literacy and proficiency
• Typing speed of 60+ WPM
• Excellent communication and time management skills
• Positive attitude and empathetic approach with customers to establish personable customer relationships
• Have a positive attitude to work, with the ability to learn quickly
• Exemplary communication and interpersonal skills with staff members
• Attention to detail in a fast-paced environment, never sacrificing quantity for quality
• Cool, calm and collected demeanour when under pressure
• Adaptability to an ever-evolving dynamic digital environment
• Availability to work UK business hours 

Nice-to-haves

• Fluent written skills in either French, Spanish, Portuguese or German
• Awareness and knowledge of the Fetish or LGBT scenes
• Availability and flexibility to cover team absences if required

Package Details

• £26,000 per annum (37.5 hour working week. Friday to Tuesday, including the weekend)
• Remote role after initial office-based training
• Private Health Cover
• Pension contribution matching
• Performance-based bonus and salary review every April
• Cycle to Work Scheme
• 20 days’ holiday
• Up to 3 additional days’ holiday awarded upon long service
• Option to buy up to 6 extra holiday days per year