Support Lead

Easol is the leading all-in-one ‘experience commerce’ platform built to power experience businesses including festivals, wellness retreats, food and drink, sports and adventure trips. With Easol, experience businesses have complete control to drive more direct sales, retain more revenue, own their data and run their business on their terms.

Easol has deep roots in experiences. The platform was founded by former festival founders, Lisa and Ben Simpson in 2017, after the husband and wife team endured challenges and frustrations first-hand while setting up and growing their own experience business including Rise, Europe’s biggest Snowsports and music festival, and Beyond Adventures, a series of adventure travel experiences in remote locations such as the Sahara desert and the Swedish archipelago.

Role

This role plays a crucial part of Easol's growth and retention journey as you will be responsible for supporting Easol’s creators, whilst also ensuring the smooth running of the support team.You will manage a global support team (team members based in London, East and West Coast US). You will provide technical guidance to Easol’s customers helping them find solutions and drive value from the Easol platform to support their business growth. You will also work with the support team to ensure internal KPIs are met and we are living up to our Creator First values.Candidates should love working with customers, be the right mix of resourcefulness, empathy and technical acumen and have a strong customer support background.We are looking for a player/coach to nurture and develop the talent we have already and come with a process-driven approach to ensure customer satisfaction is maintained at world-class levels!

Responsibilitites

• Act as escalation specialist for Platform Experts team and responsible for any escalation requirements to VP of CS.Build strong relationships with Easol Creators, ensuring full resolution of all customer inquiries across channels and on hand to resolve the most challenging and high impact issues.
• Develop unrivalled expertise in Easol products and stay on top of new features.
• Be accountable for key support metrics including NPS, first response time, requester wait time, customer satisfaction.
• Support the onboarding and training of new support agents, providing guidance on difficult customer interactions and regularly offering feedback.
• Act as a key point of contact between the Platform Experts team and senior CS and Leadership team.
• Forecast staffing needs ensuring responsible allocation of resources to meet the service demands of our creators.
• Report insights to VP to support budget setting and future recruitment.
• Own support reporting strategy including effective management of tooling (Zendesk Explore) and driving vision of future solutions.
• Analyse data and identify trends to maximise customer insights and measure internal performance of key support collaborators (Success Engineering, Frontend, Finance etc.).
• Collaborate with cross-functional teams to share CX insights in support of wider decision making.
• Identify recurring issues/inefficiencies and devise and lead initiatives to streamline operations & customer service tools.
• Build and maintain best in class customer feedback loop with product and engineering. Analyse and identify key trends and share CX insights to inform product roadmap planning and prioritisation.

Qualifications and Requirements

• You have a bachelor's degree or equivalent.
• You have a proven track recount of management in a fast-paced startup environment ideally in e-commerce/fintech industries.
• You have experience in SaaS/B2B within customer support, customer success or professional services - having managed multiple projects cross-departmental.
• That said, we are open to extraordinary talent from a variety of backgrounds but you must be genuinely passionate about commercial, technology and the experience industry.
• You are highly analytical and data-driven with the ability to dissect and interpret large sets of data.
• You are highly empathetic and have excellent written and verbal communication skills.
• Advanced knowledge of Zendesk is required.
• A basic understanding of e-commerce, web analytics and digital marketing would help you excel in this role.

What you’ll enjoy about joining our team:

🤗 You'll be joining a close-knit team working together from our East London office, just a 5-minute walk away from the Broadway Market

🧠 You'll have real visibility of what's happening in the business. We have weekly company meetings, where we all get together to discuss our wins, learning opportunities, our goals and direction.

🗣 There is an open forum for you to have your say in what we do and how we do it. We empower our team to share their ideas - no egos here!

🌏 You'll have access to our incredible perks, such as a company-funded "deep week", where you can travel to a destination of choice and have dedicated time to focus on a project that is important to you without distraction.

💰 In addition to that, we offer a monthly contribution towards a gym membership and your mobile phone contract, an annual personal development budget, support to choose your own equipment and a lot more.

✈ You’ll have 33 days of holidays, inclusive of public holidays.

🌱 Employees of all backgrounds and physical abilities will be supported by us in every way possible to thrive.