Customer Service Lead

AppliedLondon HQ, Remote UK11 days ago

About Applied

Hiring is one of the most important things we do, but humans are frankly terrible at it. We look for the wrong things, we’re biased, and we don’t follow the data.

Applied is on a mission to help organisations hire the best person for the job, regardless of race, gender or background. Our platform helps teams manage their hiring process with more precision and less bias. Through Applied, teams are able to understand what works to make their process more inclusive so they can measure, improve, and give candidates useful feedback!

We've proved that it's a better way to hire, for all involved.

We're lucky enough to be scaling the business and need a Customer Service Lead to work within our Customer Success team. We need teams who are user-driven, creative and want to leave the world just a little better than they found it.

This is your chance to get in on the ground floor of a fast-growing, investor-backed start-up and be part of changing the way hiring is done on a global scale. You can read more about us in the New York TimesHarvard Business ReviewTechCrunch and New Scientist.

The job opportunity

You'll drive the customer support function across Applied. At this stage of the business, your day-to-day job would involve moving from one-to-one interactions with customers, solving their needs and encouraging them to get the best from what we offer, to thinking of ways to improve and systematise our customer service and care. You'll also provide vital input on product strategy by distilling the needs of the customer and channelling them across the team.You'll be part of a small but very ambitious team - a key part of this role will be prioritising where to focus and helping the wider customer and product teams to implement scalable ideas for further growth and outstanding customer experience.

Knowing how to balance short term wins with longer-term planning will be an important aspect of this role. You’ll report directly to the Head of Customer Success and work closely with the Product and Sales functions. Come and be part of it!

Our Customer Service Lead:

  • Should be passionate about making products that delight our users
  • Have great listening and communication skills with a natural empathy for our users
  • Should be able to collaborate effectively, inspire those around them
  • Prioritise tasks to achieve both immediate goals and longer-term vision
  • Be data-driven and eager to find ways how we can improve our processes
  • Have a love for learning - in a startup, none of us have all of the answers, so an openness and willingness to constantly learn is essential.

In your first 6 months at Applied you'll:

  • Get to know our product, customers and the impact the platform generates to them
  • Support our customers. No matter how well we design our product, there will always be questions from users. You will be answering empathetically to queries while also diagnosing and solving the root causes of any issues. We share this task across the broader organisation, but you will be the main owner and coordinator.
  • Work closely with our Tech, Product and Customer team to improve the user experience and deepen the relationships with customers.
  • Have your say as we prioritise the features and upgrades that our customers will need in 2021
  • Create engagement and support strategy. Scalability and consistency are key to Applied’s continued growth, so it's critical to continuously improving and testing new processes. You’ll take your learnings from customer interactions to revamp, improve or even completely overhaul our strategy and processes.
  • Provide customer feedback to the product team. You'll be a key link between customers and our product team. As you represent the voice of our customers' you will be actively involved in how we can improve the product further.
  • Troubleshoot. Sometimes customers report issues they're experiencing and it's not immediately clear where the problem lies or how it happened! You will have a leading role in investigating and recreating those issues by working closely with the Product and Tech team.
  • Create and improve content for our Knowladge Base, the Applied collection of best practices that help our customers hire really well

Like the rest of the Applied team members you'll benefit from

  • Equity in the business
  • Wellbeing benefit and access to Spill
  • Flexible and remote working options
  • Involved in other aspects of the business, from strategy, management and training, to shaping team culture
  • Being part of something that's both commercially successful and socially important

What are the next steps?

You don't need a CV, just your brain

To start, pop your email in the top right of this page.

Instead of submitting a CV, you’ll answer some questions that relate to the job. After the job closes, your answers will go through our sift process: all answers will be anonymised, randomised and then reviewed by a panel of reviewers.

If you're shortlisted, we’ll invite you to interview. Also, we love giving feedback, so at the end you'll see how well you performed at each stage of the application process.

Right to work: We do NOT provide visas so please only apply if you have a right to work in the UK.

Expected duration of this application process: 2 months.

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