Customer Support Specialist

Are you looking for a job where you can have a positive effect on people's lives? Does the idea of working in a tech startup excite you because it means maximizing your impact on the world? If you get a kick out of becoming a go-to expert for a fascinating and taboo topic and using your skills to help create innovative solutions, this role might be for you.

Our perfect hire will be passionate about user-centricity and be excited by working as a core part of a talented product and engineering team.

We are looking for a type of person rather than a specific experience. That might mean that you have been a Customer Support Rep for a couple of years. You could have worked in startups before and been a jack of all trades who relished the chance to speak to users. Or you are an exceptional graduate with a growth mindset and a deep fascination with human psychology. We don’t know, but we want to hear from you.

At Mojo, we’re sexually enlightening mankind.

Sexual problems can be embarrassing, we’ve been there. That’s why we’re changing the narrative around issues in the bedroom.

We believe that good sex starts in your head, so we’re not here to push pills or offer quick fixes to the 50% of Millennials and Gen Z who now suffer with psychological issues in the bedroom. Nope, our app is created by the world’s best sexual wellbeing specialists to help our members lead thriving and healthy sex lives . We are looking for someone that is excited to be part of that.

We’ve had crazy global growth with over 100,000 members in 115 countries and counting. We’re backed by two of Europe’s top VC firms,and you might even have seen us on the front cover of the Sunday Times on Valentine’s day.

Check us out here: https://mojo.so

The Role

You’ll work closely with the founders and take ownership of our frontline support. We’re looking for a self-starter who’s is eager to learn and become an expert in the customer support field.

We are a digital product and your work will shape the development of the product by speaking to our users all over the world.

As we are an early-stage start-up, there is room for you to have a huge impact on the future of the company and a large amount of autonomy to shape your role and get stuck in. You should be comfortable adapting your role and responsibilities as the company grows. We expect this might consist of:

• Empathise with members' needs, creating solutions that range from instant fixes to advocating for changes to the customer experience
• Developing a strong understanding of the Mojo product and how it works
• Promptly answer all support requests in a way that makes them feel incredibly valued
• Work with our Science Lead to streamline support and deliver value
• Gather evidence on app bugs and work with engineering to fix them
• Be members biggest advocate in the room, identifying opportunities to improve the experience and inspire the team to take action
• Collect member success stories
• Motivate happy users to leave App Store reviews
• Respond to TrustPilot reviews and set up review automation to increase our rating

We are building a team of people that have real ownership over the business. To be successful here, you should be willing to roll your sleeves up and get your hands dirty on anything that will help the business be more successful.

Requirements

• Takes delight in helping people and advocates for a user-focused approach
• A logical and critical thinker able to speak up and communicate effectively
• Empathetic nature able to communicate with distressed users about sensitive issues
• Comfortable navigating tech and software and communicating issues plainly
• A good eye for detail and spotting outliers
• Compassion, empathy, understanding, or interest in mental health
• Ability to keep up-to-date with the latest tools and trends

Benefits

• £30-35k salary, with a chunky seed round equity package
• Hybrid working, 3 days in and 2 days out, with great offices in Old Street
• Three remote working fortnights a year (read more in our handbook)
• 40 days off (inc 28 holidays, 3 end-of-year, 8 bank holidays, 1 volunteering)
• Option to get paid your salary fortnightly rather than monthly
• Parental leave for primary and secondary caregivers
• Monthly team outings on the last Thursday of every month
• Personal wellbeing and unlimited professional development allowance
• A £100 budget for noise-cancelling headphone to help with deep work
• Cycle to work scheme and Santander Cycles membership

If you want to learn more about how we work check out our Employee Handbook

We want to build a diverse team with different backgrounds, outlooks and experiences. If you need any adjustments or support when you’re applying, no worries. Just let us know at work@mojo.so