Customer Support Executive [Technical]

Our mission is to make meaningful learning a part of your everyday . The shelf life of our skills is now less than 5 years. So, if you stopped learning today, your skills would soon be irrelevant. Think that’s a big problem? You’d be right.

Enter HowNow, Founded in 2019, our Learning and Skills Platform is disrupting the way people learn and upskill through technology. Whether it's finding a quick answer, learning skills or tapping into shared knowledge, we make it easy for people to learn what they need, when they need it.

Already used by fast-growing scale-ups and global enterprises, such as Trainline, Depop and Sanofi, we’re pushing the boundaries of how people learn.

Hi I'm Naaz the People Advisor at HowNow I’m looking for a Customer Support Executive to join us.

We’re looking for a problem-solving superhero with incredible communication skills and the charm to turn a frustrated customer into a HowNow advocate to join our Customer Support Team.

Alongside the opportunities to develop and grow your career, we're a fun and friendly bunch. Have a watch of the video below to get an understanding of what it's like to work here.

Day-to-day tasks will include

• You’ll become one of the first points of contact for every one of our customers who have a question, problem, or, as it happens, want to share praise or something quirky with us!
• You’ll be able to multi-task, respond to customers quickly, and send a high number of responses via our in-platform support channel whilst not compromising the quality of customer contact.
• You’ll communicate issues to the engineers but also communicate with customers in human words.
• You’ll build a deep understanding of our platform and share your expertise with customers by creating support articles – enabling our customers to troubleshoot by themselves.
• You’ll support the Customer Success team by spotting trends with reported issues and flagging any ‘high risk’ customers.
• You’ll meet KPIs (e.g. response times and CSAT scores) set by the business for the role.

The key things that we will be looking for in applicants

• You have 2+ years in Customer Support.
• You have excellent written and verbal communication skills in English.
• You are technologically literate and a fast learner.
• You are comfortable interacting with a high volume of customers across various channels (chat support, phone, email, web-based screen-sharing).
• You are passionate about troubleshooting issues.
• You can manage priorities in a fast-paced environment.
• You pay high attention to detail and have strong troubleshooting skills.
• You bring a strong sense of empathy to customer interactions and are someone who is a joy to work with.

What you’ll get:

Our salaries are calculated using a SaaS benchmarking tool called (Figures). Happy to disclose upon application. You’ll also receive a performance based bonus on top.

Hybrid working (in our offices 3x a week Mon-Wed)

Wind-down Fridays. No meetings from 3pm onwards on Fridays, for you to wind down for the weekend. Our HowNow’ers use this time to exercise, study, or spend some time with their family and friends, which you can read about here

Enhanced maternity and paternity policies which you can read about here

25 days holiday, plus bank holidays and your birthday day off

An annual £200 learning and development budget

Dog friendly offices - we love our pets!

Monthly socials and team dinners which have included Bounce, Mystery Rooms, ITC Maratha, JW Marriot and many more

Access to the very best learning platform out there (HowNow+) to keep you at the top of your game

What's next?

Once you've applied, we'll get back in touch with you. This is usually within the next 5 working days. Sometimes it can take slightly longer, but we will get back to you irregardless of what the outcome of your application is.

• You'll be invited to a 30-minute video call with Naaz, our People Advisor to discuss your experiences and the role.

• You'll be invited to a 30-minute video call with Luis, Technical Solution Lead.

• You'll be invited to a 60-minute task video call.