Customer Happiness Specialist

We’re looking for a Customer Happiness Specialist based in the UK, who is able to commit to 1pm to 9pm shift patterns, to play a key role in delivering outstanding customer support across all platforms.

About Yoto

Yoto is a screen-free interactive audio platform for kids. We make carefully connected audio players that kids control, with no microphones, cameras or ads. We have a catalogue of audio that inspires creative play and learning with 1,000+ titles in our card store from top creators, publishers and labels - think Disney, Marvel, Roald Dahl and Universal Music. We also create Yoto Originals like this one.

• Featured in Bloomberg’s 25 UK startups to watch in 2023.
• Second fastest growing tech company in the UK, in Deloitte Fast50 2023.
• Named one of TIME Magazine’s Top 100 Inventions of 2020
• Winner in Good Housekeeping’s 2022 Parenting Awards.
• We’re 140+ employees spread across the UK, US and France.. and growing!

We’re on a mission to be the soundtrack of childhood, and help families on their own unique adventures. By creating products that inspire independent play, we help families discover and grow with an inspiring world of audio - and we would like you to help us achieve it! 

Yoto’s Customer Happiness Team

We are fortunate to have a wonderful, growing community of Yoto customers, and the Happiness Team has the crucial job of looking after them.

Our potential and existing customers like to get in touch with us from all regions of the world, although most are located in the UK and USA, and they can contact us through many channels, including email, live chat and social media.

The main aim of the team is to provide an unparalleled 24/7 support service to customers across all platforms. 

The role

We’re looking for a Customer Happiness Agent to join our Customer Happiness team as soon as possible. You will play a key part in delivering outstanding customer support across all platforms. You will improve your abilities through training and support from Yoto, improve the service to our customers through your approach and the help you provide, and improve our products through the feedback you give to our management, development and technical teams through the systems you use.

This role would be perfect for someone who is outgoing, positive and team-minded who is able to communicate easily and effectively with customers.

What you’ll be doing:

• Live chat and email support to all Yoto customers for all current and legacy products following brand guidelines, language and approach.

• Support customers through Amazon and other marketplaces.

• Replying to Trustpilot reviews.

• Providing service cover to agreed levels/hours and being adaptive as required for seasonal peaks.

• Meeting activity targets and logging customer feedback to allow product and experience improvements.

• Pre- and post-sales first line technical advice and support to all Yoto customers, with knowledge base and assistance from Yoto technical team.

• Arrangement of returns and replacements for customers.

• Working with the Marketing team to present a consistent approach across all customer-facing channels.

What you’ll bring:

• Ability to commit to a shift of 1pm to 9pm GMT on weekdays, with some occasional weekend work (a half day once or max twice per month).

• Experience in a similar customer support / happiness roles (ideally with experience of ‘connected’ products).

• Proven history of team, policy and process development.

• Previous help desk solution experience using tools such as Gorgias/Zendesk/Front or similar.

• Customer obsessed, with an ability to communicate clearly, politely and in a literate yet friendly manner.

• Good proactive solution proposals, acting to ensure customer happiness.

• Ability to clearly and empathetically resolve technical matters with customers.

• Comfortable working remotely using your own computer set-up as well as a variety of cloud-based software solutions - proven success in a remote working role would be advantageous.

• A friendly, positive and outgoing personality with a hands-on mentality, willing to roll your sleeves up, deliver to agreed targets and to get the job done.

• Ideally, but not a prerequisite, experience in a tech support role.

• Ideally, but not a prerequisite, experience with Shopify.

• Ideally, but not a prerequisite, fluency in French or Spanish. 

Salary: £26,000 - £28,000 based on experience.

What you can expect from Yoto:

• Flexibility: Hybrid working with a choice based approach - we would love you to come into the office as much as possible, with a minimum of once or twice a month. Take advantage of our ‘work from anywhere’ policy to work from a different location for up to 6 weeks every year. Summer Hours policy to use between the months of June and August.
• Financial: Receive Income Protection, covering long term sickness for up to 2 years and company sick pay that increases with length of service. Life Assurance cover from day one of your service. Workplace Pension offering up to to 3% employer contributions, following probation. Generous employee referral bonus scheme.
• Health & Wellness: Private Medical Insurance via Aviva, or a Wellbeing Allowance to be used for memberships, subscriptions, treatment or therapy. Access to 24/7 Employee Assistance Programme (EAP) through WeCare and unlimited access to Dental advice and guidance via Toothfairy. Bike to work scheme to promote healthier lifestyles.
• Time Off: 25 days of holiday per year, plus bank holidays. On top of this, you also receive your birthday off, plus 1 extra day of holiday for every year worked after you hit your 2 year anniversary, up to 5 extra days. After 4 years of service, you are also eligible for our sabbatical policy offering up to 3 months' of unpaid sabbatical.
• Helping Families: Variety of family-friendly leave, including enhanced maternity, paternity, adoption, fertility, pregnancy loss and carers leave. Unlock savings with our workplace nursery scheme, designed to support parents of preschool-aged children.
• People & Planet: Up to 2 volunteer days a year. A Book Allowance of up to £50 a year to contribute to your professional development.
• Fun Perks: You receive your very own Yoto player and starter pack of cards! Regular company socials and celebrations, including our annual YotoFest!

Equity and Diversity

At Yoto, our mission is to be the soundtrack of childhood, and help families on their own unique adventures. Our success is rooted in unwavering commitment to our core principles—Kids in Control, Helping Families, Building with Empathy, Embrace Difference, and Playfully Inquisitive.

At Yoto, flexible working and autonomy are key to us. We support working parents because we know that life and work need to work together. And just as we share audio content from a diverse community of creators, we also strive to build a diverse and inclusive team. Our passionate DE&I group raises new voices, beliefs, and perspectives to help everyone at Yoto feel heard. Check out our website for more info on our approach to People and Planet.