Platform Success Executive (9-12 month FTC)

About us:
YunoJuno powers The Future of Work. What started as a platform to connect the best freelancers with forward-thinking companies has now redefined how businesses source and manage their entire contingent workforce. Whether it’s building a new department at a creative startup or building an enterprise solution for the world’s largest communications network, we use technology to power the freelance revolution.

About the role:
As an experienced Platform Success Executive, you play a critical role within YunoJuno as you will be the first point of contact for any queries from our UK and US customers. You’ll have an energetic, can-do attitude and be comfortable with the following responsibilities:

• Managing platform customer support and compliance queries for clients and freelancers through “Intercom” via email or live chat.
• Support the Platform Success Manager in the daily management of the platform success team, ensuring performance metrics and quality assurance are consistently achieved.
• Adhere to our response time and CSAT (Customer Satisfaction) SLA’s (Service Level Agreements) to ensure a high standard of customer service.
• Helping to improve the product, by communicating user experiences/suggestions to the product team.
• Troubleshooting and providing technical support to users with product and service issues.
• Following up complex customer enquiries to confirm resolution.
• Escalating inquiries to the appropriate team, when necessary.
• Assisting with onboarding, off-boarding and supporting freelancers for our key accounts.

Requirements:

• Prior experience in customer support/customer service is key.
• Proven experience in handling and supporting with daily reporting on KPIs, quality assurance and overall team performance.
• The standard hours of work are; 9am - 5:30pm / 8:30am - 5pm. However, due to the nature of the role you may be required on occasion to support our US clients in working some alternative hours, which may include 11am - 7:30pm
• Desirable experience with using intercom or Zendesk.
• Proven experience managing customer queries via different platforms and channels.
• Proven track record to adhere to SLAs.
• A great communicator, with excellent writing skills.
• Desirable but not essential experience dealing with compliance queries and working closely with compliance teams in the Human Resources industry; such as right to work, IR35 or worker classification.
• Friendly, and passionate about helping people and problem solving.
• Quick learner, who’s interested in learning more about the digital landscape.
• Someone who’s tech savvy, able to work with backend system, and assist the community with technical problems.

Interview Process

• Discovery Call - with Talent Partner
• 1st Stage - with Laura Perez (Platform Success Manager)
• 2nd Stage - Laura Perez & Cindy Rullen (Technical Task)
• Final Stage - Akua Appiah-Ampofo (HR)

Why YunoJuno

Aside from our people, culture, and mission, there are a variety of additional benefits that help make YJ a great place to work! Benefits include:

• 💻 MacBook
• 🏝️ 25 Annual Allowance + Bank Holidays
• 🎂 Birthday Off & Birthday Voucher
• 💰 Company Pension Scheme
• 🏥 Healthcare Insurance with Vitality (upon completion of probation)
• 👓 Free Eye Test
• 🚴 Cycle to work
• 😎 Plus many more!

Where to from here

At YunoJuno we value diversity and believe that teams with diverse backgrounds, experiences, and identities are the strongest. We welcome applicants from all walks of life and encourage those with alternative identities, backgrounds, and experiences to apply for our vacancies.

Our commitment to fairness and accessibility is reflected in our hiring process. We are happy to accommodate any requests to meet your requirements during the hiring process. We strive to ensure all candidates have equal opportunities to succeed.