Customer Support Specialist

Customer Support Specialist

Expian is positioning itself as a fresh new operating system within the global experience economy. To us that means providing the market with a much-needed platform enhancement, allowing attractions, experiences and transportation companies to embrace new technologies as an alternative to legacy, outdated solutions.

We are growing rapidly and have recently secured further Clients which has driven the need to recruit into our expanding team!

The role of the Customer Support Specialist is a key hire as we plan for success and will be focused on ensuring that our existing customers are able to reach their goals, by minimising the impact of the little challenges that the day-to-day can throw at them. The successful candidate will operate as both 1st and 2nd line support for our largest clients. They will work closely with the Customer Success Manager for the accounts to ensure that any cases, queries and issues are dealt with quickly and professionally.

Whilst the primary focus of the role will be to manage to various support channels provided to our customers, the successful candidate will also be responsible for helping us to realise our vision for what we see as best-in-class service. We are looking for someone who is naturally eloquent with their communication via phone and email, ideally the successful candidate will also be able to engage in person with customers as part of their growth with Expian.

We are proud to be a start-up in a very nostalgic industry – this is a fantastic opportunity to be one of the founding members of our support team. We are hoping to build our support Customer Success Specialist around this first hire and what they can bring to the table. We’re open to hear from you as you tell us what you might be able to bring to the role, and the company.

This role will be home based, with occasional travel to our London office and Customer sites (as required) – as an estimate around 20-30% of the role may require travel.


Responsibilities:

  • Delivery of training
  • Working closely with the Product Marketing team to help deliver our knowledge base and sales library
  • Support the Sales and Customer Success teams with customer meetings
  • Performing a combination, as well as others as directed from time to time, of the following duties:
  • Establishing strong and trust-based relationships with customers.
  • Ensuring a high utilisation rate of the Company’s products with existing customers.
  • Advising customers on the use of Expian’s products according to their industry specialisms
  • Supporting the Sales and CSM team with customer insights that will support both new customer acquisition, and existing client retention.
  • Providing phone, email, or in-person support for all customers and relevant partners, adhering to strong SLAs where contracted
  • Supporting the design, development and updating of user training strategies, plans and materials.
  • Development and measurement of metrics to constantly improve customer support processes.
  • Manage our CRM (Zendesk/CRM) and ensure customer data is kept up to date and relevant.
  • Working with various teams within the Company, as well as external partners, to ensure the success of the company’s customers.
  • Represent the company at customer meeting, events, tradeshows, etc.

Requirements:

  • Experience in working within a Customer Support or Customer Success role, ideally alongside a SaaS based product.
  • Knowledge of the Travel, Hospitality, Attraction or Experience industries preferred but not specifically needed.
  • Experience in product support and training.
  • Excellent communication and project management skills.
  • Experience of conducting root cause analysis.
  • Excellent organisational skills and a team player, but with the ability to work independently and make proactive decisions.
  • Must be driven, self-motivated, self-starter.
  • Ability to multi-task and work effectively on several active projects simultaneously.
  • Excellent verbal and written skills
  • Ability to fit into a dynamic team environment.

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opportunities

Working at Expian

We help businesses sell experiences to customers. We take versatile ticketing processes and via a highly modular, flexible and extensible platform, we provide powerful functionality. This enables businesses to offer highly customisable customer experiences and in doing so monetise every step of the customer journey, whilst harnessing new revenue opportunities.  We work together to deliver elegant, modern solutions and strive to build the most feature rich ticketing platform for the travel and leisure industry.

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