Who we are

We are SmartSurvey, a dynamic UK-based SaaS company at the forefront of online data collection. But we're more than just data collection. Our mission is to give everyone a voice, so their experience can help shape and contribute to better outcomes. Our platform makes it easy to ask the right questions! We're passionate about making it easy to ask the right questions. Our user-friendly platform transforms complex data collection into a seamless experience, helping our diverse clientele make informed decisions and create positive change.

Who you are

When our customers need some help or support, it's you they reach out to. Which means we need someone who is keen to learn as much as possible about the SmartSurvey platform to be able to provide our customers with world class level technical support and customer service.  

We know that when a customer needs help, it's important to get them a solution as quickly as possible, so we are looking for someone who can get to the root cause of a query quickly, to help our customers get the very best from SmartSurvey software.

The role and responsibilities

Be the first point of contact for our customers. Responding to queries via Calls, Emails and Chat. We also respond to queries via video message when a demonstration is needed, and join customer calls via Teams where further technical assistance is required

Provide technical support to SmartSurvey customers through our communication channels.

Keep accurate records of customer queries, insight and solutions through Salesforce.

Maintain our high Customer Satisfaction scores by responding and resolving queries within our expected standards.

Triage customer queries and liaise with other SmartSurvey teams to provide timely and accurate resolutions.

Be the voice of the customer, ensuring that all customer feedback is shared through the correct channels so we can continue to focus on developing products our customers truly need.

Support your customers and colleagues by assisting with other tasks such as renewals, invoicing, payments and panels when needed.

Ensure every customer gets the SmartSurvey VIP treatment. Making sure they feel heard and helped, so they'll want to stay with us and tell others how great we are.

Read about our benefits on our careers page (https://careers.smartsurvey.co.uk/posts/benefits-and-perks) This is a remote role; however, you may be required to attend team meetings occasionally. You must have a suitable space to work from at home and a reliable internet connection.

No Agencies. Please do not forward CVs to our careers inbox or SmartSurvey team members. We do not accept speculative agency CVs.