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<h3><b>About Us</b></h3>
<p><span style="font-weight: 400;">Fantasy Football Hub is a direct-to-consumer fantasy football digital media start-up. We act as a one stop shop for all things fantasy football (Premier League) and are committed to giving our subscribers the best experience. </span></p>
<p><span style="font-weight: 400;">Founded in 2018, we are the fastest-growing fantasy football company with a strong, loyal, and ever-increasing membership base. Our small, but growing, team works entirely remotely.</span></p>
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<h3><b>About the Role</b></h3>
<p><span style="font-weight: 400;">We are looking for a full time Customer Support Technician to assist and resolve customer queries and problems to agreed SLAs via our various support channels and tools. </span></p>
<p><span style="font-weight: 400;">To be successful in this role, you should be an excellent communicator who’s able to earn our customers’ trust and work with the team to continually ensure a great customer experience.</span></p>
<p><span style="font-weight: 400;">Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and post-sales procedures.</span></p>
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<h3><b>Responsibilities</b></h3>
<ul>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Respond to customer queries in a timely and accurate way via our various support channels.</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Create and maintain customer self-service tooling.</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Identify customer needs and help customers use specific features.</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Analyse and report product malfunctions (for example, by testing different scenarios or impersonating users).</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Monitor customer complaints on social media and reach out to provide assistance.</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Share feature requests and effective workarounds with team members.</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Inform customers about new features and functionalities.</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Follow up with customers to ensure their technical issues are resolved.</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Gather customer feedback and share with our Product and Marketing teams.</span></li>
</ul>
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<h3><b>Requirements</b></h3>
<p><strong>Essential</strong></p>
<ul>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">At least 2 years experience in a customer support role in a technology-based environment. </span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Experience in using customer support and customer self-service tools. </span></li>
</ul>
<p><strong>Desired</strong></p>
<ul>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Experience in managing customer self-service tooling.</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Experience in defining appropriate metrics, measuring progress and implementing improvements.</span></li>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Knowledge of Fantasy Football Hub products and services.</span></li>
</ul>
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<h3><strong>Compensation</strong></h3>
<ul>
<li style="font-weight: 400;" aria-level="1"><span style="font-weight: 400;">Competitive salary dependent on experience</span></li>
</ul>
<p><span style="font-weight: 400;">Please send applications to </span><span style="font-weight: 400;">jobs@fantasyfootballhub.co.uk</span></p>
<p><span style="font-weight: 400;">Please include examples and details of your responsibilities for relevant projects you have worked on.</span></p>


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