Support Specialist

🚀 Who are we?

At Grip, we're on a mission to connect people, ideas and opportunities. Our leading AI-powered Event Success Platform for Interaction Lead trade shows, conferences enables our clients to create Virtual, Hybrid, and Live experiences in a single platform.

Grip works with 12 out of 20 of the largest Event Organisers globally and is known for its revolutionary matchmaking engine, used to establish millions of valuable connections at thousands of events. We combine this with smooth UX and a seamless UI to create a familiar and branded experience at every event our product is used.

We completed our $13M Series A in 2021 led by Kennet Partners, a well-known London-based VC Fund. Other investors at Grip include leading entrepreneurs Brent Hoberman (CEO and Founder at Lastminute.com, Made.com, Founders Factory), Arnaud Massenet (Co-Founder at Net-a-Porter), and Jeremy Roche (FinancialForce, Unit4)

🚀 About the position

We are looking for a skilled Senior Support Specialist who has experience in KPI Reporting, Support Metrics, and Team Lead Experience, to join our team on a temporary basis for a duration of 6 months, with the possibility of extending the contract based on performance and business needs. The ideal candidate will bring a wealth of technical expertise in customer support operations, a strong ability to troubleshoot and resolve complex issues and excellent communication skills to ensure customer satisfaction.

Working in the Event Support team at Grip will mean that you're responsible for contributing to a thriving professional support team with great customer service and the ability to meet the needs of event participants who seek assistance with our platform. Providing event technical support to customers by emailing, live chatting, or instant messaging the team. Things move pretty fast at Grip so, although your role will be focused on supporting our clients and delivery team, it's likely you'll end up wearing quite a few hats and gaining experience across a variety of responsibilities.

In this role you'll be responsible for:

• Monitor delivery plans, report progress, and escalate to managers/teams when necessary.

• Prioritise and process event participant, customer, and partner requests (via email, live chat, or instant message).

• Investigate and resolve queries/tickets efficiently.

• Provide assistance to customers/partners experiencing technical issues.

• Maintain accurate service records.

• Keep communication/data exchanges/information private and secure.

• Learn how to use our product, support systems, and technology to deliver great customer care.

• Liaise with company partners to ensure event participants/customers are serviced.

• Work with the operations team to drive positive customer satisfaction results.

• Work with the product marketing team to enhance/maintain our Grip Knowledge Base.

• Provide ongoing reporting on queries/identified trends.

• This role is for working hours aligned with the US time zones.

Requirements

🚀 Experience and skills

We are searching for a diverse selection of individuals with excellent communication skills to join our team. We highly value a strong company culture fit and an enthusiasm to learn, and we are committed to providing comprehensive training and support to our team members. Our ideal team member will possess the following qualities:

• Empathetic - People in customer service roles should genuinely want to help other people. That desire begins with empathy and a willingness to understand another person’s experience and see it through their eyes.

• Tech savvy - Tech provides us with more ways than ever to communicate with each other. We refer to these as channels, and we often provide customer service simultaneously on many different channels.

• Strong communicator - This job is about communicating with other people. Support Specialists need to communicate well both verbally and in writing. Communication is about listening, then clearly articulating ideas and information in an authentic way.

• Master of simplicity - When a customer makes the effort to reach out and ask for help, it’s the Support Specialist’s job to quickly assess the problem, sort it all out, and then present the customer with the simplest answer possible.

• Growth mindset - Products, technology, and policies will change over time, and you will need to change with them. You will need to demonstrate a drive for learning and growing.

• Collaborative - This role requires excellent collaboration skills across teams, groups, and organisations. You will be able to communicate effectively with all levels of management, both internally and externally.

• Experience with KPI Reporting and Support Metrics

• Remote-working possibilities

• Private Health Insurance

• Company Training Sponsorship Programme

• Enhanced and Inclusive Paid Parental Leave

• Opportunity to take lead in shaping an entire industry through AI

• Kind, fun and ambitious company culture