Red Volcano is a small software company making a big impact in the AdTech industry. In this role you will be working with the Operations Manager to ensure we stay on top of a fast-moving customer support and product development process.
You will be responsible for management of the customer journey from initial support queries and platform training, through to gathering feedback that shapes our product roadmap and drives customer retention.
We work with customers worldwide and have well-defined support processes, so this role is all about making sure that everything is delivered with precision and perfect timing. You need to have exceptional clarity in your written communications, and a real desire to see customer issues through to resolution.
When you start with us, your first task will be to understand our technology so you can confidently help customers navigate our platforms. Alongside this, you will be learning our support processes and getting to grips with Zendesk, customer onboarding, and product documentation. Attention to detail is critical as you will need to ensure all customer tickets are managed through to resolution, and will be providing insight into customer needs and product improvements for the Operations Manager.
As you gain more experience and a better understanding of our products and services, you will get more involved in product development, market research, and customer success initiatives. Depending on which parts of the job you enjoy the most, this could lead on to a Product Manager role where you are shaping our roadmap, or a career in customer success and account management.
We're a company that celebrates innovation. As you get to understand the business, you will have a real opportunity to be creative, developing better support processes and having a real impact on how our products evolve and how the business grows.
We're looking for someone with strong experience in customer support in a fast-moving environment. We're a small company in a market that moves rapidly, so you need to be ready to change direction quickly as the requirements of the business and our customers shift. You will be spending a lot of time managing support tickets, so good working knowledge of modern support systems is vital (e.g. Zendesk, customer success platforms).
Red Volcano is a technology company, so you need to be comfortable with technical concepts and must have excellent IT skills (preferably in Google Suite). You will be conducting market research and creating customer training materials, so need to have excellent research skills and any experience in content creation and customer education is also useful.
You will mainly be working onsite in our office in central Southampton. You therefore need to have a full, unrestricted UK work permit and must be able to be in the office most days. We have a great work/life balance and a fulfilling work environment where you're empowered to take responsibility, and are rewarded for doing so.
Responsibilities:
● Manage all incoming customer support tickets and queries (no calls)
● Train customers on our platforms and create support materials
● Gather customer feedback to influence product development
● Conduct market research for new product opportunities
● Support account management and customer retention activities
● Assist with various administrative tasks across teams
Skills required:
● Experience with support systems such as Zendesk, customer success platforms
● Experience with Google Docs and G-Suite
● Competent IT skills and comfort with technology
● Excellent written English and communication skills
● Strong problem-solving abilities and attention to detail
● Ability to learn quickly and work independently
What We Offer:
● Early Friday finish (because weekends should start sooner!)
● Relaxed office environment with ping pong tournaments and ice cream breaks
● Company pension scheme
● 21 holidays + bank holidays
● Professional development and clear career progression
● Monthly 1:1s to help advance your career
● Salary range: £25k - £32k depending on experience
Job Type: Full-time
Pay: £25,000.00-£32,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Private medical insurance
- Sick pay
- Work from home
Work Location: Hybrid remote in Southampton SO15 2AD