Customer Support Specialist

We're looking for technical and savvy Customer Support Specialists to help our growing customer base succeed with our product.

At Beacon we’re a growing technology startup building the best nonprofit-focused CRM in the world. We passionately believe in the power of technology to make a difference.

Chris and David, both software engineers, founded Beacon in 2017 to build a new kind of charity CRM using the latest technology and design principles.

Now over 1000 innovative charities around the world trust Beacon to run their core technology infrastructure. Animal welfare, human rights, disaster relief, cancer support - all powered by Beacon. You can see a quick demo of our product, here, and find out more about our features here.

We have doing good at the core of our mission, but we're also profitable, owned by the founders, and our goals are for long term sustainable growth - not making a quick buck for venture capitalists.

You’ll be playing a crucial role at an exciting point in our journey. Beacon is doing well - we’ve reached product market fit and are transitioning from start-up to scale-up. Whilst growing we’ve managed to maintain exceptional levels of support, with 98% support satisfaction and rated 5/5 for customer service in a recent survey. Your focus will be working with our existing customer support team to help more customers whilst upholding our reputation for friendly and knowledgeable assistance.

Responsibilities

Your focus will be on helping customers to get the most out of Beacon and keeping them delighted with our product.  You'll do this by working with the Head of Customer Success, and the rest of the customer success team, to deeply understand the Beacon product and to support our customers via live chat.  This role requires great customer service skills along with the ability to analyse a customer's needs and articulate complex technical solutions in a simple way.

You will:

• Provide world-class support to our customers via online chat (we use Intercom)
• Develop a profound understanding of Beacon's capabilities and functionality
• Solve customer problems when something isn't working for them
• Provide guidance when customers are looking to expand their use of Beacon within their charity
• Work closely with charities to understand the unique needs of their organisation in terms of processes and data storage
• Make recommendations for how to configure Beacon’s flexible database to store all of the data charities need and to enable them to do their work efficiently
• Build long-lasting relationships with Beacon customers and deliver a low churn rate

Requirements

You'll be comfortable supporting modern web-based technical products as well as having a top-notch customer service track record. Ideal candidates will be able to demonstrate their ability to pick up new things quickly.

You'll need:

• Experience in a customer-facing role
• Flawless written English
• Exceptional communication skills, with the ability to write charming and pithy prose in real-time conversations
• Friendly demeanour - our customers are all charities and part of Beacon's brand is about us being smart, friendly, charming humans
• A strong interest in the technology sector
• Ability to quickly learn new things and to work independently to solve tricky problems with a curious approach
• Ability to deeply understand and explain a technical product
• While this role could suit a recent graduate, a university education is not a requirement

We’d love you to have:

• Experience in a technical customer support role
• Experience with CRM or databases
• Experience with the charity sector

Benefits

• Our customers are all charities - you'll get to build your career whilst having a genuinely positive impact on the world
• Four day work week. Our working model gives everyone a 3 day weekend, every week.
• We'll give you 6 weeks (24 days) of holiday every year, plus bank holidays
• 6 week fully paid sabbatical every 5 years
• Taking time off is important. And we really mean it: We'll pay you a £60 bonus for every day of holiday you take
• Banded salary system so that everyone is paid the same for doing the same job, and compensation growth within the organisation is clear.
• Guaranteed pay rise to adjust for inflation every 12 months
• Beacon is climate positive (beyond carbon neutral), so your employment won't hurt the planet. Learn more
• A proper pension - we'll match 150% of your pension contributions (up to 10%)
• Private health insurance with routine dental & optical cover
• Modern parental leave policy (12 weeks at full pay, and it's the same for everyone, regardless of gender or circumstances)
• Cycle to work scheme

Working together

As a team we prefer to be together in our office (4-6 New Inn Broadway, London, EC2A 3PR) and we'd want you to join us - so this is not a remote role. We offer flexible working hours and while your usual place of work will be with us in the office, you can work home when you need to.

If you don’t live in London but would be happy to relocate, we can pay up to £4,000 (tax free) to help with your relocation costs.

We passionately believe in doing our part to address the tech sector's diversity problem

We believe that in building diversity we build strength.

We encourage everyone with the required skills to apply, we consider building a diverse and representative team to be critical to our success, and we actively pursue building a more diverse team.

We have a banded salary system to ensure that nobody is paid differently for the same role. Salaries across the organisation, including executive pay, are entirely transparent.

Our parental leave policy provides for 12 weeks of full pay, and can be taken by any parent, regardless of their new parenting circumstances.

We are actively working to demonstrate our commitment to our values.  Recently we completed our Bloody Good Period’s ‘Bloody Good Employer’ certification and we’re currently working towards becoming a certified BCorp.

Hiring process

1. Application including CV and either: a cover letter, 2 minute video, or 2 minute voice recording (Closes 22nd June)
2. Phone interview - 20 minutes (~24th-26th June)
3. Video interview with Head of Customer Success and Senior Support Specialist - 1 hour (~30th June-3rd July)
4. Final stage session in-person at Beacon’s office - 3 hours (~7th-17th July)
   • Our office is wheelchair accessible
   • We’re happy to pay for appropriate travel costs if this would impact your ability to attend in-person

If there is anything that we can do to improve the accessibility of any of these stages for you, please let us know.

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