Customer Success Specialist

We at Onetrace are committed to turning the industries on their heads by revolutionising their technology and making them more efficient and effective.

We built a SaaS traceability system for the fire protection industry, and are expanding into the untapped technology market in the construction industry. Our passion for problem solving, efficiency and technology drives us to continue innovating and learning, with user experience being essential to this mission.

We are in search of a dynamic Customer Success Specialist who gets excited about UI/UX and supports the customers in understanding how to use the software more efficiently.

The role will predominantly involve empathising with every aspect of the customer’s experience with their needs as a priority being the first point of contact offering first line IT support. You will be the bridge between the technical and non-technical teams whilst effectively establishing relationships with the users on behalf of Onetrace.

The best part: You will not only grow your career with us and help people see the beauty of technology, but share the successes that we will achieve as a team.

We would love to hear from you if you are someone who:

• has previous technical support experience in a SaaS environment (this is a must)
• cares about professional development by learning new things
• is passionate about UI/UX and understands how important this is to users
• is empathetic to customers’ needs and is enthusiastic about introducing technology to new users
• has exceptional communication and articulation skills
• can adapt quickly to an expanding startup environment
• loves to learn about new technologies and the internet of things
• is self-motivated — happy to both work independently and as part of a team
• has previous technical support experience in a SaaS environment
• is detail oriented, collaborative, and a problem solver
• has patience when listening to and handling tough cases with the ability to resolve conflict and respond with empathy
• has the initiative to make suggestions to improve our support processes
• has the desire to be involved in an early stage company
• ready to be a part of something that can grow exponentially
• Preferred - a understanding of Intercom / Hubspot

What You Will Get

Equipment:

• Apple MacBook

Flexible Work Scheme

• Mobile - Work completely remote anywhere on agreed upon days.
• Offset - Flexible work time outside of business hours for emergencies or personal matters through offsets.
• WeWork membership in London.

Holidays

• 20 days + bank holidays
• Extra day off for birthdays

Our Offer

• £25,000-£35,000 per annum

Our Offices:

• Canary Wharf - Wework