customer success sidekick
location:
London
job type:
Permanent
salary:
£20-24k
summary:
We’re looking for an enthusiastic customer-centric individual to join acasa in our London, UK office and be the most helpful sidekick for our residents’ homes. Salary £20-24k dependent on experience, starting in February or March 2019. We’re not considering remote candidates for this role.
who we are
What if moving home was stress-free? What if you didn’t have to spend 8 days a year dealing with bills, finances and other household admin? And what if you could be instrumental in bringing that dream to life? At acasa, we’re building foundational technology that runs the home, so the world can live better, together. We’re bringing the home into the digital age. We’ve already built an app for Generation Rent to set up and sort out their bills, but we’re just getting started. Our mission is to make renting so easy it feels like logging in and logging out of any home, anywhere in the world. We’re backed by some of the best investors in London, including Seedcamp and the UK’s most trusted financial brand, Nationwide Building Society. We’re based near Shoreditch, but don’t worry, you don’t have to like artisan coffee to work here.
how you can help
We’re looking for someone deeply passionate about great customer experiences to join acasa and be one of our helpful household sidekicks. Everyone knows first impressions are important, and you’ll be the first point of contact many of our customers and potential customers will encounter at acasa. Whether it’s answering questions before they buy, helping resolve issues during setup, or helping residents stay satisfied for the duration of their tenancies, you’ll be helping our households get the answers and resolutions they need. Being close to the action, you’ll be helping to write the playbook on what the best customer success practises mean for acasa.
Championing customers, learning from them and creating solutions based on insights will be central to your role. You’ll be the voice of the customer within acasa and responsible for identifying patterns, trends and communicating them to the wider team to help improve operational efficiencies with our suppliers, find solutions to customer problems and fix any issues in our app/website.
The role is full time, though there is an expectation that you will be able to work some evenings and weekends, with time off in lieu.
who you are
You:
- possess a strong empathy for customers and are motivated to help them achieve their goals
- can help see the patterns in what customer problems should be prioritised
- have excellent English language skills, both written and verbal
- feel at home communicating over multiple channels, through well-crafted personal emails, warm chatty telephone calls or rapid-fire live chat responses
- naturally speak to customers in a kind, humanising way
- are inherently curious and are comfortable experimenting with new processes, apps and tools to help improve how we operate
- preferably have proficiency in Microsoft Excel for doing basic data analysis and manipulation
In addition, we love people who:
have a history of side projects and self-motivated learning
possess an intense curiosity to identify trends and ship fantastic products
are highly motivated and can work autonomously, with an eye for detail
are not afraid to voice your ideas about how we can always get better
are disappointed if you haven’t learnt anything new today
have great taste in software and services (we’ll ask you about this)
Benefits
Employee pension scheme
Budget towards customising your desk, and making it your home.
An awesome office in the heart of Tech City which is also a live/work space, so has a full kitchen area, lounge space, at-work-showers, and a terrace!
Regular team brunches, lunches and activities.
Flexible/mobile working days once onboarded.
we’re a friendly bunch
You’ll be joining an agile and highly motivated team where you’ll have the opportunity to learn quickly, make an impact and have fun. We are committed to a culture of learning and personal development for everyone at the company, and you will be no exception. Our values are pretty simple, but we put them at the centre of everything we do and strive to live by them:
