Customer Support Specialist

Summary

Join V7, a leading AI company, as a Customer Support Specialist! You will manage customer communication via email, chat, and calls, troubleshooting issues and collaborating with internal teams. This role requires experience in B2B SaaS support and strong problem-solving skills. You'll contribute to V7's exceptional customer satisfaction and work in a fast-paced, high-growth environment. The position offers remote work (UK/EU), excellent benefits including private healthcare, stock options, and professional development opportunities. V7 fosters a collaborative and supportive culture, valuing employee well-being.

Requirements

• Experience working in customer-facing support role in a B2B SaaS environment
• Logical, problem-solving thinking, ability to work unassisted, without a script
• Fluency in English with excellent soft-skills

Responsibilities

• Manage V7's customer communication through email, chat and the occasional calls, responding to support queries from customers and leads
• Coordinate with multiple internal teams: with Product and Engineering for bug resolution and product feedback, and with Sales, Customer Success, and Account Management to ensure that every V7 customer is set up for success
• Respond to V7’s customers over email, chat, and calls
• Troubleshoot and investigate customer-reported bugs
• Report bugs to our Engineering Team and provide customer updates
• Collect and share user feedback with our Product Team
• Collaborate with other customer-facing functions like Customer Success and Sales to create an industry-leading customer experience
• Contribute to V7’s ~95% CSAT and G2 top-rated support experience

Preferred Qualifications

• Experience in a high/hyper-growth environment preferred, with a proactive attitude
• Thrived as a another fast-paced SaaS startup or scale-up during a high-growth phase
• Flexibility - this role may require some shifts outside of typical working hours
• Experience with Python and cloud integrations
• You have demonstrable experience at the frontier of AI, including the applications of Large Language Models and GenAI

Benefits

• Remote role, open to UK and EU countries
• Top 15% quartile stock options through a EMI scheme
• Private Healthcare via Vitality
• Learning and Development wallet of £800 per year
• Monthly well being and mental health budget
• Personalised benefits platform via Thanks Ben
• Enhanced parental leave
• 4-day company wide retreats in stunning locations
• Soho London HQ office with a barista, fresh fruit, and other amenities
• Paid tickets, accommodation, and travel to relevant conferences, nationally or internationally (NeurIPS, ICCV, CVPR, ...) to expand your network & knowledge during normal times