The Role
This isn’t your standard support role. Yes, you’ll be the first point of contact for our customers when they need help, but you’ll also be a driving force behind making our internal processes smarter, faster, and more effective.
You’ll need to be confident working independently, comfortable identifying what’s not quite working, and proactive enough to make the necessary adjustments. You’ll collaborate closely with other teams, helping us find better ways of doing things while ensuring every customer gets the support they need, when they need it.
As you get to know our platform inside out, you’ll not only help customers get the most out of Hive, but you’ll also play a key role in shaping how we support them and the value we deliver across the organisations we work with.
If you’re someone who thrives on autonomy, cares about people, and loves improving things, we’d love to hear from you.
The Role
- Be the go-to person for our customers — responding to emails and queries with speed, clarity, and care
- Investigate issues thoroughly, solve what you can, and escalate what needs deeper input — all within agreed timelines
- Use our pre-written scripts (and your judgment) to help resolve technical challenges
- Keep customers in the loop throughout the support journey, no black holes or guesswork
- Work with customers and their data to make sure everything is set up right from the start
- Support customers in getting their surveys live. Answering questions, checking progress, sharing useful content, and making sure everything’s good to go
- Keep clear notes and records so we can fix things fast and keep learning as a team
- Spot inefficiencies in how we do things and help improve them, from small tweaks to bigger process changes
- Collaborate with Account Managers, Product, Engineering, Professional Services, and Data. We’re one team, and customers should feel that
- Help customers solve challenges creatively. Sometimes the fix isn’t obvious, and that’s where you come in
- Build deep product knowledge so you can support customers and guide your teammates
- Be a voice for the customer, if something’s not working, flag it, and help shape how Hive evolves
- Build trust with our customers and your teammates by being friendly, reliable, and always delivering on your word
- Stay up to speed with Hive’s product developments and work out how we can use them to deliver even more value to our customers
Requirements
- A background in computing, tech, or something related. A degree or equivalent experience would be ideal.
- Confident with Excel or Google Sheets. You know your way around formulas and data
- Bonus points if you’ve used service desk tools like HubSpot before
- Comfortable using tools like Slack, Zoom, Teams, email, and phone, and up for learning new tech tools like Postman, Python and Studio 3T
- A quick learner with great attention to detail and strong organisational skills
- Confident enough to (nicely) challenge a customer’s thinking when it’s the right thing to do
- Able to juggle competing priorities and keep communication flowing across different teams
- A natural problem solver with an eye for making things better and a mindset geared toward scaling what works
If you enjoy technology, helping customers, and finding better ways to do things, we’d love to chat about joining our team at Hive!
