lupapets - Customer Support Associate
Requirements
• Solid background in a customer support role ideally at a SaaS business or a consumer brand known for exceptional service • Excellent written communication, your responses are clear, concise, warm, and free of jargon • The organisational ability to manage multiple open cases simultaneously without letting anything slip • A proactive approach to product knowledge, you stay on top of new features and known issues without being reminded • Hands-on experience with Intercom, Zendesk, Freshdesk, or similar (nice to have) • Some exposure to technical troubleshooting, reading logs, understanding API behaviour, working with engineering on bug reproduction (nice to have) • Experience supporting customers in healthcare, veterinary, or a regulated industry (nice to have) • As a person, you: • Take real pride in solving problems properly, not logging a ticket and moving on, but diagnosing, fixing, and explaining • Stay calm, clear, and constructive even when customers don’t • Have a genuine drive to improve the support function, not just maintain it • Are excited to work in-person from our Paddington, London HQ (or equivalent location) • Value working with people who are kind, ambitious, and pragmatic • What does success look like in 6 months? • You can resolve any support query independently and know the product and internal processes inside out • You’re consistently hitting strong CSAT and resolution time metrics (SLAs) • Your documentation contributions are saving the team real time every week
Responsibilities
• Triage, investigate, and resolve customer support queries across email and live chat, owning each case through to resolution • Develop and maintain deep product knowledge, becoming the go-to expert for platform questions inside the team • Identify, document, and escalate recurring issues to Success and Product with clear context and evidence • Contribute to and maintain the internal knowledge base, writing documentation that reduces repeat queries • Represent Lupa at client events and in direct customer conversations with confidence and credibility • Monitor your response times, resolution rates, and CSAT scores, and actively look for ways to improve them
Benefits
• In 5 sentences or less, share why you'd love to be part of our team. • What is your notice period? • Do you require visa sponsorship to work within the UK? • Please list any pre-arranged holidays or commitments we should be aware of • Submit Application
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