Customer experience advisor

Competitive salary + stock options, based in Shoreditch, London

Turtl is a growing London-based start-up which develops and sells a SaaS marketing software product to large enterprise customers such as Cisco, The Economist and Bloomberg.

Our amazing team at Turtl is continuing to grow along with our success and now we are expanding our Customer Experience team based at our offices in Old Street.

About us……

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.

The role

The primary responsibility of the Customer Experience Advisor is to provide the best possible support experience to users of the Turtl platform.  Key responsibilities include:

Query handling

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

Improving user experience

  • Helping to maintain a knowledge base of how-to articles and FAQs and suggest topics that should be included
  • Quality checking development releases to ensure that they meet user expectation
  • Regularly reviewing content produced using Turtl and offer tips and advice for improvement.
  • Identifying opportunities for proactive customer support
  • Providing 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

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

About you

It’s 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.

You will need to be able to evidence at least 2 years’ experience in a first class customer service environment and of suggesting service improvements based on support activities.  Some marketing, writing or design experience would be an advantage but is not essential, as would a reasonable understanding of digital and content marketing.

A clear and compelling communicator with excellent writing skills and a natural flair for attention to detail, you will have the ability to analyse and resolve problems quickly and effectively.  Interacting and collaborating with people at all levels you will need to have strong listening skills and be highly organised in managing your time and prioritising tasks.

We would be ideal for you if you

  • Want to work in an ambitious start-up with big-name clients
  • Like to be judged on output, not time spent at your desk
  • Want to be part of a close team with no room for bs or politics
  • Like the idea of having some skin in the game

In return we will offer you

  • Highly competitive salary;
  • Stock options;
  • 25 days holiday + bank holidays + benefits;
  • Chance to be part of an amazing team at a truly exciting time

If this sounds like the right role and company for you………………get in touch with us.