Customer Support Executive

Customer Support Executive

Customer Experience · Remote (Location preferred in Luzon or Cebu) · Freelance

About us
Is it time to make a change and place purpose at the heart of your customer success career? Commonplace has a vital role in improving our planet and our communities. Join an award-winning team in #techforgood and #bcorp platform Commonplace, a fast-growing scale-up in the digital engagement space.
We’re on the look-out for a Customer Support Executive to join our SaaS Customer Experience Team. Reporting to the Customer Support Manager, this role will focus on supporting Commonplace’s customers and communities to maximise their impact.

About the role
The Customer Support Team enables hundreds of websites (we call them Commonplaces) to be created and published each year. As a Customer Support Executive you will help our team support our Customers in building and delivering outstanding Commonplaces to engage with their communities. In addition, you may support our Community users who need help accessing the platform.


Tasks in the role
Join virtual meetings with customers to help shape their use of Commonplace to their needs
Run virtual training sessions for our customer users
Respond to customer queries and support them in creating their Commonplaces
Creating new Commonplace websites
Report and track issues/bugs and communicate with customers about resolutions
Quality assurance & pre go-live checks
Preparing data analysis reports for our customers
Regular data quality checks and data enrichment tasks for other teams, for example: marketing contact research or competitor research & analysis

About you
Skills and knowledge:
Customer obsessed
Excellent attention to detail
Comfortable using a variety of web-based software packages
Proactive and eager to learn, taking steps to work closely with the rest of the team
Comfortable working in a fast paced environment, with the ambiguity and change inherent of a scale-up
Able to get up to speed quickly on new products, services, markets and relationships and are keen to do so
Natural communicator with collaboration at the heart of how you work
Strong written and verbal communication skills
Good numerical skills

Desirable
You may have a couple of years of experience, or equally, you may be a highly ambitious university graduate
Some experience of tech software (eg. building websites, querying data) is an advantage, but not an essential requirement
Experience with data analysis is preferred

Our Culture
Our team is proud of our supportive and inclusive culture, and we’re committed to making Commonplace welcoming to everyone who comes to work with us. We’re an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We’re also proud to be B Corp certified. B Corps are businesses that live the highest social and environmental standards for people and the planet. It’s how we’ve always done business and now we have the stamp to prove it.

Our Core Values
Collaborating to make better decisions, faster
Accelerating growth in sales, customer value and community impact
Acting with integrity to make fair decisions and be kind to each other
Being brave in the way that we shape the future