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Customer Support & Enablement Executive

Posted 22 Mar 2024
Work experience
0 to 1 years
Full-time / part-time
Full-time
Job function
Degree level
Required language
English (Fluent)

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DESCRIPTION

We’re a small, fast-paced, friendly team of 35 and growing, who are on a journey to build a rocket ship which is focused on solving the biggest problem facing small businesses - cashflow.

We’re using AI and Machine Learning to provide real-time forecasting that really helps small businesses and their accountants to be more confident in their decisions, and allowing business owners to sleep a little better at night! We recently got recognised for our hard work by making it into Wired’s Top 100 European startups.

This is an exciting opportunity to join a high-growth start up at a critical time as the business begins to scale. We’re on the lookout for a highly empathetic individual to act as a fantastic ambassador for Fluidly, who can help to shape our customers’ impressions of our product.

The role involves supporting the Commercial team to on-board new clients, managing customer support queries and leveraging these interactions to build the beginnings of a Fluidly community.

Given that our customers and our users are the most important part of our business, this role has a broad focus across customer enablement, understanding their needs & requirements, and supporting them in the early stages of adoption, which is vital to a successful partnership. We pride ourselves on our clients becoming Fluidly champions, as we equip them with the knowledge, skills and ability to address the number one challenge that their clients face.

The successful candidate will be able to put themselves in the shoes of our customers, be incredibly organised and be comfortable spinning a number of plates at any given time.

This is a role that reports directly to the Head of Customer Enablement.

REQUIREMENTS

Skills

  • You’re adept at putting the needs of the customer at the heart of everything you do, making their success your own and delighting them in the process with extraordinary customer experience
  • You’re a great communicator and a fabulous listener, a person who is able to translate the identities and needs of our users back to the team internally, working alongside clients and internal stakeholders to deliver the best possible outcome
  • You’re able to keep track, manage and deliver numerous different customer queries - understanding the balance between resolution and time pressures, being able to assess the urgency, manage customer expectations will be key to success in the role
  • You're able to transfer knowledge succinctly and train others. You have an ability to share your own understanding and help others to become familiar with a new tool or concept, making the experience enjoyable and engaging at the same time
  • Having the ability to work in a high paced environment and having an agile outlook is key, as there will be times that the role you will be needed to move in different directions or be the person who drives that change.

Knowledge

  • You understand early stage products and have the ability to balance the here and now with the bigger vision, taking the customer along this journey with you
  • Having a wider market awareness with a genuine interest in the industry in which Fluidly work is desirable, as this awareness allows you to know of the challenges small business owners and accountants are facing on a daily basis
  • Experience of supporting customers in the early stages of adopting a new product is key, onboarding, training and supporting partners after the investment is made is fundamental to the success of Fluidly being embedded into our partners business
  • You’re aware that not all users are created equal and that you will have to mould your handling of a situation and communication appropriately
  • You're able to use your past experiences to read a situation and adjust your approach accordingly
  • You understand the value of customer experience and how this affects the overall likelihood of our partners promoting Fluidly to their clients or other business associates
  • Whilst not essential, you’re experienced in using help desk and ticketing systems such as Intercom, Hubspot or Zendesk

Behaviours

  • An ability to think outside of the box and approach a problem from a different angle
  • Empathetic and able to see the world through someone else’s eyes
  • Outstanding organisational skills and attention to detail
  • Strong written and verbal communication skills
  • Exceptional time management skills, juggling tasks with genuine enthusiasm is a must for the role
  • Friendly, approachable manner but willing to challenge as appropriate
  • Ability to convey complex information in an understandable manner
  • Tenacious, confident, enthusiastic
  • Strong listener with a compassionate but firm approach
  • Curious, helpful, thoughtful
  • Ability to challenge in a positive way
  • Highly motivated, driven, ambitious

BENEFITS

More on us

We’re one of Wired magazine’s top London startups 2018, have been selected for the FinTech50 2018 “Hot 10” list, as well as being one of the 12 finalists for the Nesta Open Up challenge.

Fluidly is backed by leading UK and US technology investors and we have a diverse, top-tier team across the board, drawn from leading firms and universities.

We strive to create an inclusive workplace where people have the opportunity to succeed, regardless of gender, gender identity, gender expression, sexual orientation, marital or civil partner status, race, religion or belief, disability, age or pregnancy.

We embrace difference and know that if you can be yourself at work, you'll be happier, more motivated and creative. We want you to bring your whole self to work, to have your own perspective and know that you belong.

What you’ll get in return

  • The most competitive salary we can afford (DOE)
  • 25 days holiday – and we will make you take it. Burnout is not big or clever.
  • Limitless challenge and scope for development. You are joining us at a very exciting time and have the opportunity to take this role in your preferred direction as we grow.
  • As much of our time as you need. You professional growth is important to us, and we want to help you to be awesome.
  • Sensible problems that will add real value to real people. This isn’t a HBO parody company.
  • Flexible working where possible. We like being in the office because it should be fun. All the same if you need to leave early one day to make the school run, that’s no problem.

At Fluidly we’re defining a new category of Intelligent Cashflow to help business owners sleep better at night by forecasting and optimising their finances.

Finance & Banking
London
50 employees