Customer Care Associate (aka Product Specialist)
theUp.co is a leading provider of hospitality technology products; our mission is to upgrade every hospitality experience. Having raised significant funding from investors such as Jagermeister, Founders Factory, JamJar and The Garage Soho, we are looking to grow our team by bringing together the best talent to make our vision a reality.
Product Specialists are a key part of our venue success team and work directly across our entire venue portfolio. You'll be liaising with our biggest and most important venues, helping with queries and supporting when there are live issues that need to be solved during the busiest of periods. Our Product Specialists drive our long-term engagement with venues and can make or break a relationship. We're looking for people willing to invest into the role and the team
Key areas of focus & responsibility:
Problem solving: you'll be helping venues with their product queries and issues (on the phone, email and chat), answering questions about product features, functionality and solving live issues when they do occur. You'll need to apply logic and structured thinking to solve issues that have a number of possible solutions or workarounds and thrive under pressured situations.
Product expertise: you'll need to become an expert across our technology ecosystem and have a thorough understanding of what our products do and how they operate; plus you'll need to know what to do and how to create workarounds when things don't go to plan. Don't worry - we'll give you full training - but you'll need to be able to learn new systems, be curious and have an understanding of their application.
Team work: as your experience grows, you'll take on more responsibility within your team and across other areas of the business too; this allows us to maximise the opportunity to work collaboratively and give you an enhanced and broad experience. You'll have regular socials and team meetings and be part of an inclusive learning culture.
Continuous learning: we believe that continuous improvement means continuous learning. You'll quickly master the ability to switch between skill sets, to suit various channels and roles. You'll be empowered to handle any query from beginning to end and have the satisfaction of owning and resolving some of our biggest venue problems.
We're looking to hire people who are able to get going quickly, who have bags of energy and are self starters. Startups are dynamic environments and you'll need to be comfortable working in a changing environment (there's rarely a dull moment…!):
-You need to be able to work well with structure in your day - we're a start-up, but we're growing rapidly and need to constantly bring order to any chaos
-You're motivated by hitting and exceeding targets
-You care deeply about how companies treat their customers and want to provide an excellent experience to our venues
-You're able to work in shift patterns
-You're resilient and you cope well with difficult situations
-You have excellent communication and writing skills
-You can think on your feet and use your initiative in ambiguous situations
-You're comfortable with numbers and learning new technology
-You're reliable, energetic and able to prioritise effectively
-You see obstacles as challenges and you enjoy complex problem solving
-You relish the idea of self learning and personal development