Customer Success and Support Intern

We are a growing company with big ideas and love fostering our culture with a belief that spending some time together in the office each week is part of doing this. We also believe in the power of harnessing technology and design to create innovative new experiences that people love. Joining Cimple you will get:

• The opportunity to help build out the Cimple platform, where you are instrumental in its direction.
• Being in a role that will ultimately help to shape our customer success strategy.
• The chance for increased exposure and responsibility due to being in a small team.

Required Experience and Skills

• Good problem-solving skills
• Excellent verbal communication skills
• Good interpersonal skills
• Strong IT literacy
• Willingness to learn on the job

Responsibilities

As a Cimple Customer Success and Support Intern you will:

• Create and contribute to marketing materials and social media posts for Cimple.
• Administer Hubspot setup for marketing and customer communications.
• Often be the first point of contact in dealing with support queries coming directly from customers.
• Escalate and review requests with direct line managers for assistance and pursue progress when needed.
• Analyse and resolve customer issues resulting in meeting or outperforming the expected case metrics related to average duration, customer satisfaction, and time with support.
• Focus on customer satisfaction by providing quality answers, understanding the impact of potential issues on customer’s day to day to communicate accordingly and showing empathy towards the customer’s situation.
• Ability to troubleshoot product and technical issues providing clear explanations on how to resolve customer issues in a time-sensitive environment with a focus on providing superior service.
• Ability to multi-task and manage multiple cases at a time throughout the day, with a focus on resolving high priority issues.
• Work alongside the customer success team to manage requests from the customer backlog queue, updating customers with regular updates with effective and clear communication.

About You

• You are driven and a self starter
• A logical and methodical approach to problem solving
• Value collaboration and working in the open
• Enjoy working as part of a team and individually
• A good communicator
• Want to work to bring about positive social change and impact

Responsibilities for Cimple

Responsibilities for Cimple will be centered around the maintenance and improvement of the user’s experience from onboarding through to the end of the procurement journey. You will work alongside our customer success and sales team as well as product team, taking an active role in shaping our customer experience and improving the platform.

Company Benefits

Cimple aims to create a leading people agenda and reward structure. The role is part of a broader benefits package that includes:

• Inclusive and supporting working environment so you can have autonomy, and make a real impact
• Enhanced parental leave offerings
• Company pension scheme
• Discretionary bonus scheme
• Bike to work scheme
• Bring your dog to work
• A commitment to your individual wellbeing, with access to our wellbeing initiatives
• Learning and development opportunities
• 26 days holiday (excl. bank holidays)
• Volunteer days
• Flexible working hours
• Bonus days leave - (birthday off, moving house)

Cimple is proud to be an equal opportunities employer and core to Cimple is creating trust and transparency both for customers using our product and the success of the Cimple team. We are committed to growing a team that is diverse in every aspect, believing that people and services are made better through the individual experiences, backgrounds, thoughts and beliefs of the people who make up our teams.