Success Operations Associate

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Oversee incoming HubSpot tickets from merchants.

• Manage inbound callbacks from merchants, addressing inquiries at the first point of contact whenever feasible.

• Prioritize and triage workload across a diverse range of practices.

• Generate and assign service tickets for IAR (Introducer Appointed Representative) evaluations.

• Generate and assign service tickets for new practice integrations.

• Escalate inquiries that fall outside standard resolution protocols to the appropriate team.

• Utilize HubSpot exclusively for ticket management and reporting tasks.

• Adhere to documented procedures for consistent and repeatable solutions.

• Collaborate with Customer Success on shared accounts and transitions.

• Identify recurring issues or trends to enhance processes and documentation.

⛳️ Requirements

• Experience in customer support or customer success roles.

• Proficient in using ticketing systems on a daily basis.

• Excellent written and verbal communication abilities.

• Fully remote candidates must be located in the UK.

🏝️ Benefits

• Remote-first working environment.

• £2,000 annual budget for training and development.

• Fully furnished home-office setup.

• AXA Business Health private medical coverage (UK), which includes dental, optical, life assurance, wellbeing support, and gym discounts.

• Electric car scheme.

• 24 days of annual leave plus an additional day off for your birthday.

• Enhanced parental leave policies.

• Fertility treatment leave of up to 5 days per year.

• Contributory pension scheme (UK).

• Opportunities for company trips, offsite events, and team gatherings.