We're Hiring - Customer Support Specialist

We're Hiring - Customer Support Specialist

Refract are looking for a Customer Support Specialist to deliver amazing customer experiences, helping increase customer satisfaction rates, making sure our users love our support and guidance as much as the product.

Salary to attract the best talent


About Us

We are Team Refract and we are definitely a little bit different (good different we think?). Hopefully, so are you.

Based at ‘The Core’ in the Centre of Newcastle, we’re building a world class SaaS business, solving a key challenge for sales leaders – improving sales conversations outcomes and revenue through coaching, with limited time.

Refract.ai analyses sales conversations, profiling coachable moments and shining a light on what top performers do differently, whilst revealing what aligns with successful outcomes for their business.

Our sales conversation intelligence platform uses A.I. to do the heavy lifting for sales coaching, with organizations such as VMWare, Visualsoft, Three, NeoPost, Daisy Group and a host of published sales gurus, amongst those accelerating performance using Refract.

It’s been a good start, but this is just the very beginning. We’ve done this before, building one of the region’s biggest SaaS businesses and learning lessons along the way (lots, we have the scars to prove it!). Our market opportunity is massive - any inside sales or customer service team globally with over 50% of our clients currently US based.

This is a chance to join the founding team at just past ground zero, to put a story on your CV that changes your life and be part of a team that live and breathe SaaS and Sales, where rewards, opportunities and recognition are limited only by talent and ambition.

If you want to join a VC backed start-up that isn’t just playing at this, that can change your life, and you have the right attributes (which are more important than experience) to flourish in such an environment, we’d LOVE to hear from you.

About The Role

Beyond the company bit above, there are three reasons why this is such a great role here at Refract for an ambitious customer-oriented person.

Firstly – you’ll be joining a growing Customer Success team and will play a key role in contributing towards the evolution of our Customer Support team.  Once upskilled, you'll use your product knowledge to provide our first line of response to customer issues and questions about using the Refract platform.  Happy customers are key to any SaaS business and the amazing customer experience you deliver will help increase customer satisfaction rates and play a huge role in making sure our users love our support and guidance as much as the product.

Secondly, at Refract we are committed to delivering a world class product that helps our clients improve sales performance and revenues.  Our product is awesome but quality software doesn’t stand still. Your customer interactions will enable you to represent the voice of the customer to provide input into core product feature design and improvements.

Finally, you will benefit from working with a talented Customer Success team as well as bridging the gap between the Customer and our in-house development team.

As part of our Customer Support team, you will:

  • Deliver a first-class, genuine and personalized customer support experience when troubleshooting all 1st line issues via support tickets and chats.
  • Respond to customer queries promptly and efficiently through a variety of methods including phone, email and live chat.
  • For issues that cannot be resolved at 1st line, work closely with the development team to resolve 2nd and 3rd line support queries.
  • Be confident working across departments to problem solve and come up with creative solutions to ensure complete customer satisfaction.
  • Communicate progress effectively to customers and internal teams so all stakeholders are fully aware of the current status of a particular issue.
  • Develop a deep understanding of the platform, configurations and typical and bespoke implementations.
  • Play a key role in scaling our Customer Support team.

About You

First and foremost, you will be a people-oriented person that is passionate about customers, with a desire to always put their best interests first.

You will display an ability to think on your feet in a highly demanding and fast moving environment and be confident dealing with customers to gather information, analyse problems and diagnose technical and software issues.

We are looking for a self starter who will be comfortable (and thrive) in a fast growing business that creates personal opportunities for an ambitious, forward thinking person.

We feel we can be picky – and whilst we know great people are seriously hard to find, if we choose you it’s because we believe in your ability to play a great role in our future – not just ‘do a decent job’.

Hopefully you feel you have the ingredients and drive to be hugely successful, your goals are probably bigger than your peers, and with the right coaching, support and development can achieve whatever you set your mind to.

Additional Information

What more is there to say?  The package includes:

  • Remuneration (negotiable depending on skill and ability)
  • 5% matched pension contribution
  • 25 days’ annual leave plus public holidays

 To apply please contact adam.moses@refract.ai (no agencies please)