Customer Support Executive

About Us

LoyaltyLion is a data-driven loyalty and engagement platform trusted by thousands of ecommerce brands worldwide. Merchants use LoyaltyLion when they want a loyalty program that is proven to increase customer engagement, retention and spend. Stores using LoyaltyLion typically generate at least $15 for every $1 they spend on the platform.

Today, LoyaltyLion works with over 10,000 small and medium sized retailers. Our mission is to help them succeed in the age of Amazon, where they may not be able to compete on price and logistics but can offer a better customer experience. An experience where customers feel valued, rather than just another number. 

It’s been an incredible few years for LoyaltyLion. We closed funding of $12.5m in 2021 and another $12m in 2022. We’ve built out our Leadership team, amongst other key senior hires and we continue to set our sights high, achieving spots in both the Deloitte Fast 50 and the FT1000.

Oh, and did we mention our recent successes, such as our G2 reviews, where we are the no.1 in loyalty management in the world or where we've been voted No. 8 in the Best UK Software 2024 list...

The Customer Support team: 

Our Customer Support team is looking for an additional Customer Support Executive to join us in our mission of making relationships the foundation of commerce.

As a Customer Support Executive you will be the first point of contact for a wide variety of brands (customers) and will have the opportunity to positively contribute to their experience with us. 

Many of our most senior Customer Success employees started their career in this role and have developed into our Onboarding, Success and Account Management teams.

Responsibilities:

- Engaging with our brands through web chat, email and sometimes virtual meetings, to answer their queries. In many cases, you’ll be the brand's first and main point of communication at LoyaltyLion

- Troubleshooting brand problems in a timely manner to ensure they can get on with their busy day as quickly as possible

- Liaising closely with our Onboarding, Success and Account Management teams to ensure customers are well looked after

- Delighting our customers by delivering a world class service, and where appropriate encouraging customer case studies / reviews

- Writing clear and informative help documentation so brands can help themselves

- Providing feedback to our Product and Marketing teams based on brand sentiment

- Liaising closely with our Engineering team to resolve bugs

- Spotting opportunities to grow our customer base, resolve any customer dissatisfaction and mitigate any potential customer churn

Skills:

- 1-2 years experience in a previous Customer Support or Service role

- Genuinely care about supporting the highest level of customer satisfaction

- Great level of written and spoken English

- Desire to build a career in a fast-growth startup

- An interest in technology, eCommerce and loyalty programs is a bonus

- An appetite to learn, develop and grow

Benefits

• Hybrid working policy, requiring at least 2 days a week in our office in Farringdon

• International Remote working (up to 30 days in each holiday year)

• 25 days holiday + bank holidays + carry 5 days holiday over into the next holiday year

• All permanent employees get equity to recognise the valuable contribution you'll make to our growth

• Company days out and events, and team socials

• Home office budget

• Cycle scheme

• Employee Assistance Program

• Private medical insurance

• Life Insurance

• Competitive learning and development budget

• The opportunity to join at a major inflection point – ecommerce is booming and with it, the demand for loyalty software like LoyaltyLion

• Macbook, magic keyboard, and any other tech or equipment you need to do a great job