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.
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.
- 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 customer support as its most important asset, and knows AI can't replace it.
- 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
- 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.
- Monitoring usage of our support resources, writing new articles, and exploring new ways to improve our resources & processes to better serve our customers.
- Report directly to the directors on support trends, customer requests, and more
- Assisting with the production and fulfilment of finished SafeTag Products. This will involve technical registration processes, and managing and checking outbound products & shipments.
- Outbound emails 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.
- Processing and testing of customer returns. A successful candidate will be able to use their 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 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.
- You're 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, not AI, so all submissions will be reviewed manually by our own staff, with a 1 online and 1 in-person interview before hiring. In kind, please note that any AI-written CVs or cover letters 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
