Customer Support Executive

Job Description

About Life Ledger:Our mission is to help families simplify the administrative burden of a death. We believe that dealing with the death of a loved one is difficult but making death notifications to companies they had an account with shouldnt be. Weve built a free, easyto use platform that simplifies this process and aspire to help every family dealing with a bereavement in the UK and beyond.Customer Support Executive:We are looking for a self-starting individual to be a critical point of contact for our diverse community as we continue to grow. The role is based in our office in Antony, on the Rame Peninsula in South East Cornwall. We are aiming to fill the role ASAP.The successful applicant will have a broad remit covering inbound and outbound contacts with the users of our platform. Through sensitive and informed communications, they will have the opportunity to positively affect the circumstances of the recently bereaved.Key Responsibilities:Delivering our core service:

• Make notifications to companies where this is not automated
• If needed, follow up with companies after we have made a notification to them
• Document the bereavement process for new companies we add to the platform
• Add all relevant information into the Life Ledger platform

Customer support:

• Engage with users who contact us via email, live chat and telephone: answering questions about our service and how to use our platform

Other support:

• Provide general support to the wider team as needed

Key Requirements:The ideal candidate will be:

• Technically competent and comfortable using multiple systems; ideally this would include Zendesk or an equivalent customer support platform, G-Suite applications, Microsoft Office, Zoom, Slack and Trello
• Experienced in customer support or, as a minimum, a good communicator, particularly over the telephone and via email
• Sympathetic and naturally discrete
• Self-disciplined and highly organised
• Comfortable managing multiple responsibilities in parallel