Customer Support Representative

Updated on 3/29/2023

Locations

United Kingdom

Experience Level

Entry

Junior

Mid

Senior

Expert

Desired Skills

Communications

Excel/Numbers/Sheets

Zendesk

Requirements

2-3 years of experience as a Customer Support Specialist or a similar role at a SaaS company
You are a problem solver - you will investigate issues and will not hesitate to ask others for help
You have experience using help desk software
You have excellent written/oral communication: You can clearly articulate challenges internally to our technical teams and solutions externally to our customers
You are proficient in Excel (Pivot Tables, VLOOKUP)
Mission-driven: We believe that everyone, regardless of their past, should have the opportunity to achieve their fullest potential. We want to bring that opportunity to every individual by uncovering their unique capabilities to contribute to humanity
Growth mindset: We teach each other new skills and invest in our continuous development
Team-oriented: We care and watch out for each other. We're humble individually and go after big goals together
Diversity: Our team is distributed around the globe; we embrace and celebrate our differences, whether they are cultural, sexual, religious, or professional

Responsibilities

Diagnose and resolve simple user and technical issues: triage customer queries, recommend solutions, and guide product users through features and functionalities
Customer-first: Respond to customer queries in a timely and accurate way via email, chat, or phone
Collaborate with internal teams: Pull in the right resources to quickly and effectively solve issues. Work closely with our product, engineering, and customer success teams to share customer and learner feedback
Knowledge & documentation: Gather and update information about technical issues to keep our help center up to date
Reporting: Build reports and analyze support issues
Brand: Monitor customer complaints on social media and reach out to provide assistance
You will help establish our reputation as a company that offers excellent customer support throughout the customer lifecycle

Desired Qualifications

Familiarity with HR tech, ed-tech, or e-learning is a plus
Experience with Zendesk and customer.io is a plus

Workera is a fast-growing, Series B Silicon Valley start-up redefining how enterprises understand, develop, and mobilize talent. Workera’s skills intelligence platform empowers leaders to make better, more informed talent development decisions. Utilizing computational psychometrics and deep learning, Workera delivers best-in-class computer adaptive assessments with hyper-personalized learning plans to companies across all industries. Global organizations, including Samsung, Siemens Energy, and the US Air Force, use the platform to intelligently invest in and support their talent.

Our founders are Kian Katanforoosh, an award-winning Stanford Computer Science Lecturer who has taught AI to over 1 million people and our Chairman is Dr. Andrew Ng, co-founder of Coursera (NYSE: COUR), CEO of DeepLearning.AI, and founding lead of the Google Brain project.

As the Customer Support Representative (EMEA) you will own the mission-critical effort of delivering best-in-class customer service to Workera’s enterprise customers and learner community.

🧠 Here’s what you’ll do:

Diagnose and resolve simple user and technical issues: triage customer queries, recommend solutions, and guide product users through features and functionalities.
Customer-first: Respond to customer queries in a timely and accurate way via email, chat, or phone.
Collaborate with internal teams: Pull in the right resources to quickly and effectively solve issues. Work closely with our product, engineering, and customer success teams to share customer and learner feedback.
Knowledge & documentation: Gather and update information about technical issues to keep our help center up to date
Reporting: Build reports and analyze support issues
Brand: Monitor customer complaints on social media and reach out to provide assistance.
You will help establish our reputation as a company that offers excellent customer support throughout the customer lifecycle.

⚒️ We hope you have:

2-3 years of experience as a Customer Support Specialist or a similar role at a SaaS company
You are a problem solver - you will investigate issues and will not hesitate to ask others for help
You have experience using help desk software
You have excellent written/oral communication: You can clearly articulate challenges internally to our technical teams and solutions externally to our customers.
You are proficient in Excel (Pivot Tables, VLOOKUP)
Familiarity with HR tech, ed-tech, or e-learning is a plus
Experience with Zendesk and customer.io is a plus
Mission-driven: We believe that everyone, regardless of their past, should have the opportunity to achieve their fullest potential. We want to bring that opportunity to every individual by uncovering their unique capabilities to contribute to humanity.
Growth mindset: We teach each other new skills and invest in our continuous development.
Team-oriented: We care and watch out for each other. We’re humble individually and go after big goals together.
Diversity: Our team is distributed around the globe; we embrace and celebrate our differences, whether they are cultural, sexual, religious, or professional.

At Workera, we value diversity and strive to create a welcoming and inclusive environment for all employees. If you’re passionate about AI and upskilling, and want to be part of a dynamic and innovative team, we’d love to hear from you!

🌎 EMEA - GMT | CET | EET | FET

What you’ll get by working with us:

Unlimited PTO plus a week off between Christmas and New Year’s
Collegial atmosphere
Innovative environment
Full support for home offices
A culture of life-long learning supported up to $3,000 reimbursement for professional development
Working across cultural and geographical lines alongside our offices in different parts of the world
Being part of a world-class technical team that’s trying to make the world more meritocratic
Being part of a great cause to improve lives everywhere through artificial intelligence
Opportunity to own high-impact projects

Workera’s vision is to help humanity measurably close the skills gap. We’re learners, dreamers, and game-changers. Join us to bring everyone the opportunity to achieve their fullest potential!

At Workera we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, color, religion, sex, pregnancy (including childbirth, lactation, and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. Workera believes that diversity and inclusion among our employees are critical to our success as a company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. Selection for employment is decided on the basis of qualifications, merit, and business need.

11-50 employees

Website

Skills intelligence platform for enterprises

Company Overview

Workera is committed to shaping the future of work and education. The company is building a precision upskilling platform to help organizations upskill and reskill to meet the critical demand for key technological capabilities. Workera's platform also provides AI-driven mentorship at scale with its adaptive assessments and personalized learning plans that drive measurable results to close the skills gap.

Benefits

Unlimited PTO plus a week off between Christmas and New Year’s
Collegial atmosphere
Innovative environment
Full support for home offices
A culture of life-long learning supported up to $3,000 reimbursement for professional development
Working across cultural and geographical lines alongside our offices in different parts of the world
Being part of a world-class technical team that’s trying to make the world more meritocratic
Being part of a great cause to improve lives everywhere through artificial intelligence
Opportunity to own high-impact projects

Company Core Values

High-velocity career growth: You will be joining an all-star team of industry experts, world-class technologists from top tech companies, and proven startup operators that have built large, successful businesses.
Diversity: We embrace diversity and invite applications from people from all walks of life. Our team members, like our users, transcend geography, culture, and language; what we share, collectively, is a drive to create a skills-based, more meritocratic world, and a unique ability to execute.
A remote-friendly work environment: No matter where you reside, you’re a part of Workera. We ensure that our globally distributed employees can participate fully in our company’s activities and do their best work every day.
Lifelong learning: As talented as our team members are, we know that everyone is a constant work-in-progress and that the best is yet to come. We support each other in our curiosity and creativity – which we pursue through thoughtful discussion, mentorship, and knowledge-sharing among a diverse set of peers and colleagues. Did someone ever tell you that world-class mentorship doesn’t exist in startups? Please send them our way!
A culture of transparency that we carry through to messaging communication, ensuring that team members have the information they need to make good decisions.