Job Title - Operations & Support Assistant
Contract - 12 months (with possibility to extend), full-time, 37.5 hours per week. (WFH Friday)
Location - Orpington, London
Salary - £30,000
About us
- SafeTag Tracking is a growing start-up in the GPS Tracking industry, launched in early 2022 to provide a more user-friendly, accessible, and customer-focused GPS Tracking solution for consumers and small businesses.
- We are a family-led business and strongly believe in investing in our employees.
- We sell a portfolio of 10+ tracking & security products on Amazon & eBay and serve over 30,000 customers across the UK, the US, Italy, Germany, Spain, and France.
- We offer a brand-new, spacious, and welcoming working environment where you will be valued and given decision-making responsibility in a small, agile company that treats human-based customer support as its most important asset.
Start Date - ASAP
- We are expanding our customer support team and seeking a tech-savvy, friendly, and outgoing individual with a can–do attitude to join our close-knit team in Orpington.
- You will be the face of SafeTag, supporting customers through setting up their trackers, troubleshooting issues and helping them keep their most valued possessions safe.
- You will help manage our support processes, including email-only support, customer outreach and support resources.
- You will also spend time hands-on with day-to-day operational activities, such as processing returns and organising outbound shipments of our devices.
- If you are a positive, friendly, "doer" with an interest in technology and a willingness to get stuck into a range of activities, we'd love to hear from you.
Responsibilities
- Email Support - Handling of technical support & sales enquiries. These might include helping customers troubleshoot their trackers or personal devices, helping them log in to a particular system, or helping users who aren’t sure how to complete certain tasks in our app.
- Managing Support Resources - Monitoring usage of our support resources, writing new articles, and exploring new ways to improve our resources & processes to better serve our customers.
- Reporting to Directors - Report directly to the directors on support trends, customer requests, and more
- Production Work - Assisting with the production and fulfilment of finished SafeTag Products, including technical registration processes, and managing and checking outbound products & shipments.
- Negative Experience Turnaround - Reaching out to customers who have had a negative experience, so we can turn their experience into a positive one and show what makes us different as a company.
- Invoice & supplier management - This will involve liaising and maintaining relationships with a range of suppliers and our own B2B customers.
- Testing customer returns - Using your problem-solving skills to determine the cause of product faults, document issues and prepare products for re-selling.
Essential Qualities
- English & Maths GCSE A*-C
- IT, Computer Science or other Digital or Technical GCSE/BTEC/A-Level/Degree
- Excellent written and verbal communication in English (email writing & phone manner)
Bonus Qualities
- High computer literacy / good understanding of basic IT principles and practices relevant to supporting users with software.
- Previous experience in a small/medium business customer service / admin / logistics role
What kind of person are we looking for?
- A self-starter & can-do attitude. Being a small tech business, every day is different, and we’re looking for someone who enjoys new challenges.
- The tech-savvy member of the family or friend fixing everyone's tech issues
- Someone with a positive, friendly attitude towards customers and their teammates.
- Strong organisational and problem-solving skills, as we’re looking for someone who is comfortable making their own decisions and managing their own time.
- Ability to be diplomatic, patient and empathetic with customers.
Why should you choose us?
- £30,000 base, plus performance bonus
- Hybrid working
- Private Healthcare Plan
- On-site parking with a dedicated space
- 24 + 8 days Paid time off
- One of a kind experience in a rapidly growing business where you can make your own decisions, suggestions and get hands-on with all aspects of the business
- Overtime opportunity when other team members take leave (completely optional)
- Great transport links (St Mary Cray station & 7 bus stops within 5 min walk)
Schedule
- Mon - Thu: 9 AM- 5 PM (In Office)
- Fri: 9 AM - 5:00 PM (Work from home)
- PTO: 24 Days + Bank Holidays
- During probation, you will be in the office full-time for training
We believe customer service & operations work is best done by real people, so all submissions will be reviewed manually by our own staff, with a maximum of 2 online and 2 in-person interviews before hiring. In kind, please note that any CVs or cover letters generated entirely by AI will be rejected.
If this sounds like you, please send us your CV and a short, personal Cover Letter! We look forward to hearing from you!
Pay: £30,000.00 per year
Benefits:
- Casual dress
- Company pension
- Free parking
- On-site parking
- Private medical insurance
- Work from home
Work Location: Hybrid remote in Orpington BR5 3QY
