Customer Support Executive
At a glance

We make renting simple and transparent for everyone involved.  

Salary: Up to £25,000
 
Market: Prop Tech
Stage: Secure - Continuous Growth. £17m investment. 
Company size: 65+
Office: 10 East Road, London, N1 6AD
Founded: 2014
Website > https://www.goodlord.co/
Highlights
The
Job title:
Customer Support Executive
Company:
Goodlord
What they do: 

 

Goodlord's mission is make renting simple and transparent for everyone. 

We provide a secure cloud-based platform incorporates everything from contract generation, e-signing and referencing, to insurance. This technology creates a better way to rent. For everyone.

What you'll do: 

 

Goodlord Customer Support is an operational team with problem-solving at its core... and as a Customer Support Executive, you’ll really have your finger on the pulse of the business. You’ll be troubleshooting user queries via phone, email and using our live chat services as well as supporting launches of new product features.

Growth potential: 
 

Growth at Goodlord is unlimited. Lots of our team have started in Support and moved into other areas of the business, we have had 4 internal moves from Support in the last month. So it's up to you, if you stand up and deliver and show initiative, you could go anywhere in the business.

Full Job Description

About us

We started Goodlord because we wanted to make renting simple and transparent for everyone involved: the agent, landlord and tenant. We knew generation rent would lead to more tenants, with higher digital expectations and we were confident we could provide a solution.

And we did. Like all startups it’s been a bit of a roller coaster journey, but we’re now stronger than ever, with over 400 happy customers and exciting new products. We have ambitious plans for 2019 but with Mr William Reeve at the helm alongside co-founder Tom Mundy and a brilliant team of over 60 talented Goodlordians we are confident we’ll achieve these.

Our values guide our decisions, the way we work, our culture and the people we ask to join the team. We work hard, have fun and support each other. We’re not afraid to make mistakes (we’d never learn if we didn’t) and we’re always looking to challenge ourselves.

 

Our style is collaboration based on honesty, friendship and respect. In everything we do we:

  • bring our whole selves to work

  • listen, learn and improve

  • are an open book

  • stand up and deliver

  • set the pace.

It’s an exciting time here at Goodlord. If you’re inspired by what we’re doing and share our values, we’d love to hear from you.

About the role

Goodlord Customer Support is an operational team with problem-solving at its core... and as a Customer Support Executive, you’ll really have your finger on the pulse of the business.

From day one, you'll need to immerse yourself in the company and build your knowledge of our evolving platform and Goodlord's array of products aimed at making renting simple and transparent for everyone.

 

In this role you’ll be troubleshooting user queries via phone, email and using our live chat services. You'll need to work across the business with our other operational teams on internal escalations and investigate technical issues, as well as supporting launches of new product features.

We’re looking for people with exceptional analytical and communication skills, who will challenge the status quo and continually strive for improvement. You’ll be a real self-starter, a confident and talented problem-solver, with a knack for clearly explaining and resolving complex issues.

The day to day stuff:

This is a great opportunity to join a fast-paced team where you’re encouraged to take on as much responsibility as you can. Your drive and imagination is your limit, not your job title. But these are the things that will be core to your role and will keep you busy.

  • Working on phone, email and live chat to solve challenging issues for our customers

  • Identifying root causes for simple issues which cause customers to contact us repeatedly - and helping us solve them

  • Implementing creative solutions to proactively resolve potential issues for customers

  • Managing projects aimed at optimising resolution workflows

  • Managing projects which help improve Goodlord's customer experience

  • Being an advocate for our users and working directly with our Development team to help improve our products

  • Collaborating with other operational teams on internal escalation of issues and implementing new product features

REQUIREMENTS

You should apply if:

  • you’re self-motivated, flexible and have the inner drive to grow a company that is in a pivotal moment

  • switching between platforms with speed and accuracy comes naturally to you

  • you get on with everyone and anyone and adapt your style to communicate most effectively with them

  • you’re written and spoken English are envied by others

  • you have a great degree from a good university or equivalent practical experience

  • you’re a quick-thinker and can diffuse difficult conversations with empathy and humour

  • you’re highly organised, have exceptional attention to detail and love juggling multiple tasks at once

  • you’re familiar with Google apps (Gmail, Drive, Google sheets, etc.)

  • you’re confident following, improving and introducing great processes

  • change doesn’t faze you; you take the rough with the smooth and take people with you on that journey

  • you are energetic, creative, curious and confident

  • what we’re doing here at Goodlord excites you!

 

BENEFITS

Why you'll love being a Goodlordian

Aside from the role, the people, our culture and our mission, we have some other things that make Goodlord a pretty awesome place to be…

  • Share our success: we know our success is a credit to our talented and hard-working team members so every Goodlordian has share options

  • Be rewarded: we love people who stand up and deliver and set the pace and we reward people for this with performance related pay

  • Your well-being matters: bi-weekly coaching with Sanctus to provide Goodlordians with a safe place to talk and support your mental health

  • Keep active: Footy Friday, weekly yoga, cycling, standing desks. Whatever you like to do to keep fit and healthy we've got you covered

  • £1000 to learn: your development is important to us. Have a goal in mind? Share it with us. We guarantee you’ll learn loads and develop both personally and professionally at Goodlord, but it there’s something specific, you’ll have £1000 a year to spend on what’s important to you

  • Unlimited holiday and flexible time off: we encourage Goodlordians to make use of their unlimited time off to enjoy the world, recharge and reboot. We also offer time off for volunteering and training, so you can give back to the community and pursue your passions

  • Supporting your family: we offer Goodlordians of all genders a generous 3 months of fully-paid time off to look after their new arrivals

  • Quarterly team socials: a fun activity that everyone can take part in (if they want to!)

  • Friday drinks: what better way to relax and get to know the team than over a few drinks? We'll see you at the bar!

  • Amazing office: we've just relocated to Old Street and it's pretty great, even if we do say so ourselves. We're in a We Work space so it's modern, casual, open plan and has lots of little extras to make it feel like home

  • Four legged Goodlordians: we have a few resident pooches at Goodlord HQ who are always up for a walk / play if you need a break from your day

  • Our team: we’re an energetic, sociable and talented bunch who are super passionate about what we do and determined to make a difference. We’re all in it together, we learn from each other, we’re genuine and we don’t have time for politics. We know it’s cliche to say it’s all about the people, but we truly believe we have something special going on here at Goodlord

LEARN MORE ABOUT GOODLORD AND MEET THE TEAM > About page 

We’re an energetic, sociable and talented bunch who are super-passionate about what we do and determined to make a difference. We’re all in it together, we learn from each other, we’re genuine and we don’t have time for politics. We know it’s cliche to say it’s all about the people, but we truly believe we have something special going on here at Goodlord.