Customer Success Representative

Please note that we're not currently hiring for this role, but are leaving this page up to give an idea of what we look for when we are — see this page for more details.

At Spidergap, we’re expanding our customer support and success team.

This is a rare opportunity to join a profitable and growing company, achieving great things while supporting a healthy work-life balance.

We aim to make it easy for companies of all sizes to support the personal development of their employees. We do this by providing the tools and services that help the employees to prioritize, plan, and take action on their development.

We’ve been the top-rated tool in the 360° Feedback market for the last 6 years, used in 134+ countries by thousands of organizations (inc. Autodesk, Britvic, Fitness First, Médecins Sans Frontières, New Look, and Pandora) to nurture and develop their employees.

We're looking for talented people to help us make those companies even more successful. You’ll be helping customers to identify whether Spidergap is the right tool for them, and how to use it to get the best results.

If you’re passionate about personal development and helping Human Resources (HR) and Learning and Development (L&D) teams to develop their staff, and would like to work in a fast-growing software business, then read on…

About the role

A Customer Success Representative at Spidergap delivers outstanding service to customers (and potential customers), by asking questions to understand the customer’s needs and then helping them to identify how to use Spidergap to solve their problems.

Your passion for helping others and attention to detail will help us to amaze our customers, and to grow our business in a robust and sustainable way.

What’s involved in this position?

Demonstration and setup calls Potential customers will book 'demo’ calls with you to learn more about Spidergap and whether we’re the right fit for them. Before your first call, you’ll be trained and coached on how to run great demonstrations calls, and given access to an extensive library of help articles to help you answer the most common questions we get asked.

For these calls, you’ll need to be enthusiastic, genuinely interested in how organizations are developing their employees, and enjoy talking to managers, directors, and consultants over the phone.

Inbound support You’ll respond via email and in-app messenger to questions from our users about how to use Spidergap. You’ll take advantage of our extensive help articles, saved responses, and training on the tool to help customers solve problems quickly.

To provide great support, you’ll need excellent level of written English, have a passion for attention to detail, and enjoy seeing customers thank you for quick answers to their questions.

Proactive support (“Customer Success”) Once comfortable with calls and support, you'll start reviewing and proactively reaching out to our existing customers (e.g. New Look, Fitness First, European Commission, Canva, Sony, and many more) to ensure their projects are a success.

You’ll work closely with the co-founders to understand how everything works in the business, how we currently amaze our customers and partners, and where we see opportunities to improve the value our customers get.

You’ll help to optimize our processes, develop training content, and get feedback from our partners and customers from around the world to help us improve our product and services.

Account management After building your knowledge and experience of how organizations use Spidergap, you’ll be coached so you can support our largest customers, who are running employee development projects around the globe with thousands of people.

Is this role right for you?

If you answer ‘Yes’ to all the below, this role is perfect for you!

• Are you passionate about personal development?

• Would you enjoy helping Human Resources (HR) and Learning and Development (L&D) teams to develop their staff?

• Would you like to work in a fast-growing software business?

• Are you interested in working at the cutting edge of how organizations grow their talent?

• Do you find it easy to communicate in verbal & written English, in a clear and friendly way?

• Do you like talking to people on the phone?

• Are you keen to work remotely?

• Do you enjoy asking questions to learn about an organization’s challenges?

• Do you believe attention to detail is important?

• Do you consider yourself passionate and driven, both about work, and about life outside work?

• Do you love 'going the extra mile' to deliver outstanding customer service?

• Do you practice regular self-improvement / personal development?

• Do you love technology and figuring out how things work (and helping others to do the same)?

• Do you live in a timezone between -6 UTC (e.g. Chicago) and +3 UTC (e.g. Kiev)?

• Are you looking to work full-time (40 hours per week)?

Salary expectations

£20,000 - £35,000 ($25,000 - $50,000 USD) depending on skills, experience and location-based costs.

Please note, due to local employment and/or international laws, we cannot currently employ people based in Brazil, France, North Korea, Iran or UAE.

Benefits of working at Spidergap

• Work remotely. As long as your internet connection is excellent and you’re able to collaborate when needed, you’re free to work from any location you wish
• Flexible working. You’ll need some set hours in which to collaborate with the team, but we’ll do our best to be flexible so you can support your family and hobbies!
• Annual meet-up — somewhere fun (previous one was in Berlin!)
• 40 days paid vacation inclusive of public holidays
• 4 months paid maternity/paternity leave
• Gym membership contribution
• Bring your own device (BYOD) contribution
• Profit-share bonus
• Pension contribution