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Customer Support Analyst

Hybrid (2 days in office - Manchester or London)

£26,000 - £32,000

Who is PPC Protect…

PPC Protect is a web verification engine that analyzes and protects websites against the impacts of fraudulent, malicious and unwanted web traffic. We work with innovative businesses of all sizes, from Nike & McDonald’s to your local pizzeria, to ensure that the internet is a cleaner, safer place for everyone trying to grow their business.

With billions of data points processed monthly, PPC Protect has grown to become one of the most popular web verification services in the world - and we’re only just getting started. Backed by the same investors as hyper-growth companies like Just Eat, Revolut, Starling Bank, OnBuy & more we’re on a mission to change the internet for the better - and to have fun whilst doing so.

Our benefits…

  • Share Options - Our employees each own a part of the business and benefit from every step of our growth
  • Remote or Hybrid Working - 5 days a week in the office and fixed 9am start times are sooooo 2021!
  • EV Car Scheme or Commuter Contribution (up to £300pm) - enter into our Salary Sacrifice scheme or benefit from subsidized travel, if you prefer regular office work
  • Home Office kit out, L&D, and yearly wellness allowances up to the value of £3000
  • 32 days (over 6 weeks!) paid holiday
  • Generous Relocation Packages are available for anyone interesting in living closer to our offices!

As our Customer Support Analyst, you will be responsible for our owning our Customer Support desk, resolving customer issues, and assisting our clients with any product or training-based questions. You will work with all of our clients, from our Enterprise level clients all the way through to clients on our pro plans. Using Zendesk, you will provide an incredibly high standard for how we support all of our clients as well as work with the VP of Customer Success to build out a world-class support experience as we scale. You will be a great fit for this role if you are super passionate about delivering the highest level of service, have solid technical expertise, and a great desire for solving difficult and complex problems

You’ll be responsible for...

  • Responsible for responding to and resolving all 1st and 2nd Line Support inquiries raised by users and Clients through Zendesk
  • Going through steps of replication, and then escalating to the required tech teams when needed as well as frequently collaborating with our Product and Tech Teams.
  • Ensuring that we always close the loop with the customer, ensuring that any updates for bugs or enhancements are communicated back to the affected clients.
  • Driving high Support CSAT scores, and ensuring we have strong satisfaction rates
  • Rolling out and owning defined Response Time SLAs for all opened tickets (Severity, Tier etc)
  • Responsible for running frequent analyses across all issue types and producing in-depth Support reporting to the VP of Customer Success
  • Enablement of new Managed Clients (Stripe Setup, Platform Setup etc)

What you should have...

  • 2+ years working in a technical / customer support environment, preferably in B2B or B2C SaaS
  • Someone with in-depth technical knowledge, and prior experience in replicating and resolving complex support issues
  • A high standard of excellence and drive to deliver a world-class customer experience
  • Experience working with Zendesk, Intercom, or any other Support Platforms
  • Proven ability to work cross-team/department in order to solve complex issues for the customer

These would be great….

  • Experience working with Stripe or other payment platforms
  • Experience supporting global customers in different timezones]
  • Comfortable delivering support over the phone

No recruitment agencies or contractors at this time please. Any speculative CVs will be treated as gifts!

PPC Protect provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, sexual orientation, gender identity or expression, or any other characteristic protected by law.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.