Customer Experience Coordinator

We're Askable

Askable has been changing the game in research and insights since 2017. Born in Brisbane, Australia, Askable has bootstrapped its way to a global expansion. We’ve gone from 0-50 people in 6 years and following another stellar year of growth, we’re looking to bring on the right people to help us get to the next level and deliver a 6-star experience for our UK & European clients.

Our culture

When you join Askable, it’s not just another job. You’ll have the chance to build something that really matters. Our platform was built by UX researchers, for UX researchers. Our customers' experience comes first, always. Our company culture is very precious and highly valued. It‘s who we are and how we operate. At Askable, culture is more than having Friday beers, company ‘fun days’ and other benefits (sure, we do these things too), culture here is about creating a sense of belonging, and helping every person unlock their ultimate impact. In short, culture is vital to our success. So much so, we even wrote a book on our culture. If you’d like to learn more, get in touch and we’ll send you a copy.

High level role overview -

We’re looking for a dedicated, ambitious people-person to join our Customer Support team.

You’ll be working with a range of our clients and brands with a primary goal of delivering a WOW experience. Some of these brands and clients are many of the UK (and the world’s) largest companies such as Monzo, Matercard, Just Eat, British Airways and more.

Our Customer Success and Support team is the backbone of who we are and what we do. Our clients look to them for support and guidance - so we’re looking for someone who can deliver the unexpected to really blow their socks off. You will be working alongside the best of the best and reporting into our Experience Lead.

What you’ll be doing

• Support and WOW: Work with our clients, researchers and participants to take their experience to the next level. We proactively reach out to support clients and ensure if something isn't up to standard that we go above and beyond to deliver a 'WOW' experience.

• Metrics And Reporting: Track and improve key metrics such as live chat & email response times, and same-day resolution rates. Also use data to monitor customer satisfaction, identify trends, and drive improvements.

• Demonstrate product expertise: Handling complex or escalated customer issues, partnering with the product and engineering team, and ensuring a wow resolution.

• Communicating: Partner cross-functionally with other teams, including Customer Success, Sales & Product, to ensure customer feedback is communicated and addressed.

• Technology Proficiency: Effectively utilising key company systems, including Hubspot, Google Sheets/Docs, and Keynote, to manage and grow business efficiently.

What you’ll bring

• Collaboration: Live and breathe teamwork, give and receive constructive feedback, and work independently to exceed goals.
• Adaptability: Thrive in a fast-paced, ever-changing environment.
• Multitasking Mastery: Juggle multiple tasks and overcome challenges.
• Product Knowledge: Quickly learn and understand our product solutions and features.
• Customer Support Experience: Previous experience in a customer support/service role, ideally in a SaaS or technology company.
• Passion for Excellence: Ensure customers have the best experience, no matter what.
• Communication Skills: Engage effectively with clients and research partners through excellent verbal and written communication.
• Energy and Passion: Bring your enthusiasm and your best dance moves!* (*Not mandatory, but we have songs that play when projects launch.)
• Initiative and Problem-Solving: Thrive without red tape or extensive admin support. If you're looking for a company with a rigid structure, this isn't the place for you.

Lots of words. To sum it all up in less words, if you can be collaborative and not afraid to share your thoughts and feedback in an empathetic and constructive manner, then you’re more than halfway there. If you embody a “we-before-me” mindset and are always keen to learn, then you’re 95% there.

Benefits

We have loads of incredible employee benefits that I’d love to shout about. But if you’re genuinely interested in this role, let’s chat about them over coffee instead

Final thoughts

• If you’re reading this and are excited but you're a bit nervous because you don’t think you have it all, research shows that some people are less likely to apply to jobs unless they meet every single criteria so that’s a normal feeling. At Askable, we are committed to building diverse teams so please apply even if your past experience doesn’t align perfectly with the requirements.