Customer Experience Advisor

Competitive salary + stock options, based in Spitalfields, London

Turtl is a software startup based in Spitalfields, London, with a unique product that helps marketers and other communication professionals create beautiful content with ease and track in detail how people engage with it. Turtl is growing fast, and we’re proud to include Cisco, The Economist and Bloomberg in our roster of clients.

We are looking for a talented and enthusiastic Customer Experience Advisor to join our team.

What you will be doing …

Working in an early stage business takes a special kind of person – one with a rounded skill set capable of operating without the huge support network provided in a big company. To fit in at Turtl it will be in your nature to help and go the extra mile.

You will be passionate about providing high levels of customer service to individual users of the Turtl platform. You’ll want to know the why – not just the how, and have the ability to assess support queries and where necessary complete investigative work to help identify the root cause.

Key responsibilities …

The primary responsibility of the Customer Experience Advisor is to provide the best possible support experience to users of the Turtl platform and to utilise your contact with these users to flag frequent problems or possible improvements.

Query handling:

  • Manage inbound user queries regarding the Turtl tool and services and ensure that a response and/or resolution is provided within SLA
  • Monitor the progress of open support tickets and keep users informed
  • Categorise all queries accurately and effectively to allow for in-depth reporting
  • Host web calls with users to support with query resolution, demo new features or
    provide training
  • Create requests for technical support and monitor progress and resolution

Improving user experience:

  • Help to maintain a knowledge base of ‘how-to’ articles and FAQs and suggest topics that should be included
  • Quality check development releases to ensure that they meet user expectation
  • Regularly review content produced using Turtl and offer tips and advice for
    improvement
  • Identify opportunities for proactive customer support
  • Provide weekly and monthly reporting on volumes of support tickets and high
    frequency topics and make suggestions on improvements that may reduce these in future

General:

  • Liaise regularly with the other members of the customer experience team to ensure they are aware of platform issues identified through support requests
  • Create example Stories in Turtl that currently exist in another format (such as PDF, powerpoint)
  • Work closely with the other teams across Turtl to develop a high level of product knowledge

The skills and qualities you will need for this include …

Experience

  • Over 2 years customer service experience
  • Demonstrable experience of suggesting service improvements based on support
    activities
  • Evidence of delivering exceptional customer support
  • Some marketing, writing or design experience would be beneficial

Skills

  • A clear and compelling communicator
  • Excellent writing skills
  • Strong listener
  • Ability to analyse and resolve problems quickly and effectively
  • Attention to detail comes naturally
  • Able to interact with people at all levels, demonstrating tact, diplomacy and discretion
  • Collaborator

Knowledge

  • Reasonable understanding of digital and content marketing would be preferable but not essential

More about Turtl

The digital world is a noisy place where we all produce and consume content, all the time. It has never been easier for a business to send a message, but never harder to make it memorable.

Most content marketing tools provide a bigger megaphone. They help businesses fight noise with more noise. At Turtl, we have a different belief. We prefer thoughtful communication, rather than loud. Few lasting messages, rather than many transient ones.

We build authoring tools that let our customers create beautiful, premium content. Publishing tools that prevent mistakes that would hurt their reach. And crucially, we help our customers understand the experience of each reader so they can create more relevant and meaningful content over time.

Turtl’s mission is to be a different kind of medium. One that invites readers to slow down and immerse themselves. One that allows them to disconnect from the endless stream of information and enjoy the experience of reading online.

We would be ideal for you if you …

  • Want to work in an ambitious early stage business with big-name clients
  • Like to be judged on output, not time spent at your desk
  • Want to be part of a close-knit team with no room for BS or politics
  • Are fanatical about owning and building enterprise accounts
  • Love getting under the skin of your Customers, understanding their challenges and exploiting opportunities to build revenue

If this sounds interesting, please contact careers@turtl.co .