Customer Service Representative

Swytch is changing the way we move. We fundamentally believe that transport shouldn't cost the Earth - so we've made it our mission to make electric transport accessible to everybody.

Since launching in 2017 we have reached over 40,000 customers, across 50 countries who have collectively ridden over 10 million miles! Since then, we have raised over $5M to scale our operations and supercharge our product development.

Founded by Engineers and cycling enthusiasts Oliver Montague and Dmitro Khroma, Swytch is a close-knit team dedicated to creating low carbon transport solutions which are fun to use and good for the planet. We’re now growing our team to keep up with the unprecedented demand for our technology, and to help us lead the electric transport revolution: Indiegogo Campaign - https://youtu.be/RGCNW2KOtIE

The Customer Service Team

We build strong relationships with our customers, helping them on their Swytch journey from the moment they place their order, to receiving their kit, to a lifetime of free support to help them stay on the road. Our customer service team is essential to each customer’s experience and their ultimate happiness with their Swytch product.

But it doesn’t stop with the customer, as part of an agile start-up our team is also constantly looking for better ways of working - analysing and responding to feedback to improve the customer experience. That’s why we look for customer service representatives with excellent people skills and the ability to understand the trends in our customers behaviour.

The Role:

We're looking for an English speaking Customer Service Representative to join the Customer Service team at Swytch. The opportunity is to join a fast growing, data centred, young tech start-up.

In this role you will be the face of our customer contact for our European time zone - the first person to greet them on their Swytch journey, ensuring they get the best product experience. You will come to know our eBike kits inside-out and you will have the ability to solve any problem that you come across, ensuring that our global customer base has the best possible support with our product - helping to push the Swytch brand to new heights through positive customer experience. You will have front row seats during our global expansion, working side-by-side with our founding team to drive the business forward in its third year.

This role will give you the opportunity to own your development whilst being guided by our senior team, to ensure you meet your full potential.

Responsibilities include:

• Providing exemplary email, video and chat support to our customers.
• Responding to high volumes of customer tickets in the quickest and most efficient way.
• Working on our CRM system, Zendesk.
• Report insights and trends to Head of Customer Service.
• Working as part of a team, sharing knowledge and helping colleagues where possible.

Requirements

You will have:

• Previous high volume, online customer service experience with an outstanding customer satisfaction rating.
• Excellent English written and verbal communication.
• Ability to work 0900 to 1730, Monday to Friday or 1530 to 0000, Monday to Friday. (We have two separate roles open at the moment).
• Confidence with customers, and a mature, ‘service first’ approach with the ability to diffuse situations and end every interaction leaving the customer feeling satisfied.
• Excellent tech and IT confidence - previous use of Zendesk or a similar ticketing platform is essential.
• An excellent problem solving skillset.
• The potential to quickly become recognised as a safe pair of hands.
• Ability to work both independently and as part of a wider team, and to thrive under the pressure of a high volume of tickets.
• Ability to look at incomplete or failing processes and suggest and implement improvements.
• Ability to adapt to new systems and technical information quickly.
• Knowledge and interest in bikes, electric bikes, or the environment will be a bonus!

Benefits

• Competitive salary of 70,560 polish złoty per annum plus a healthcare allowance and unsociable hours allowance for those working on US hours.
• Remote working.
• IT hardware and software will be provided for the role.
• Open and transparent company culture giving every employee direct access to our founders and our quarterly business reviews.
• Unlimited annual leave.
• An annual program of wellbeing activities including a subsidised annual membership to a meditation app and EAP service.
• Your very own Swytch kit!
• Electric Penny Farthing Lessons.

 

Our team comes from a variety of backgrounds and we embrace our differences. We aim to be diverse in our people, our thinking and our innovation. We strive to create an inclusive culture, building a company and products that are making a better world for everyone. If you want to be part of the electric transport revolution, apply now.