Customer Support Team Lead

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Key details.

Office location:

Manchester

Hybrid:

Hybrid, up to 2 days WFH

Salary:

£26k-£30k

Hiring Team:

Sales

Customer Support Team Lead

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About Street Group.

Street Group is one of the fastest-growing PropTech companies in the UK. We want to be the leading creator of delightful experiences for everybody involved in buying, selling, renting and letting property, regardless of their involvement, to improve the industry for everybody by elevating UK Estate Agencies through world-class technology.

If you join us, you’ll be helping to improve the property industry for everyone by ensuring our clients love our software and helping them find their way around the system! You'll also work closely with other teams across the business, giving feedback on product development and technical issues, and supporting launches of new product features, making sure Street.co.uk remains best-in-class.

If you love autonomy, are naturally curious, and want to have a genuine impact within a rapidly growing company, we think you’d fit right in!

A bit about the job.

Acting as the first line of support for any incoming questions or queries that our customers have - Predominantly via live chat, but sometimes via email, video call or phone
Being an expert on Street.co.uk and learning estate agency workflows to ensure you have context to user problems
Responding to any system bugs reported by the client and escalating this to the development team where necessary
Leading on wide scale communication to keep the user base updated during and after the resolution of any system wide issues
Obtaining customer feedback and feature requests, ensuring these are communicated appropriately to the development team and managing customer expectations around expected timeframes
Handling more complex chats that have been escalated to you by other team members
Onboarding new live chat team members and supporting their training
Ensuring the platform knowledge base is kept up to date so that users can proactively obtain ‘self-serve’ guidance and support

A bit about you.

You are familiar with working in a high volume, fast-paced, live chat role
You have experience in leading a live chat team or feel ready to progress into that position
You’ll be confident in holding conversations with the wider Street Group team as well as clients, managing expectations and asking the appropriate questions to build a full understanding of the problem
You have a passion for technology and websites and an enthusiasm for developing this knowledge even further
You’re a self-starter who can take initiative where required
You have a keen interest in AI and how we can use this within your team to drive making processes more efficient
You’ll have outstanding communication skills, both written and verbal
You have experience in using Intercom or similar, as well as competency in managing a ticketing system through Jira
You’re calm and collected under pressure whilst keeping a happy and positive mindset
You’re adaptable to each issue dealt with and truly take pride in your work.

Why join Street Group.

🏠 Hybrid-working - you can work from home up to 2 days per week

🏖️ Guilt-Free R&R - £1000 towards a holiday after your first year with the team (we'll even cover the tax!)

💪 Joining a culture that supports your development and encourages growth

📚 £500 yearly L&D budget for your career development

🎂 Your birthday on us - we pay, you stay away

🙋 ‘Give something back’ - 2 paid days volunteering on us

👶 Enhanced maternity, paternity & adoption pay

🧠 Mental health & well-being support via Health Assured

🧘 Regular well-being initiatives

🚀 Joining a new team in an exciting business with huge ambition

👥 Be a part of something bigger - everyone in our team is passionate about improving the entire property industry! It's a huge goal, but it motivates us to do better every single day

💻 A chance to work on cutting-edge technology

🐶 Comfortable, relaxed office space - office dogs welcome!

🍻 Fully stocked fridge and beers (or an alternative) on us every Friday afternoon

🎊 Company and team off-sites, events and happy hours

🚴 Cycle to work scheme

🚗 Electric car salary sacrifice scheme

🌍 Feel good about sustainability - we're a climate-positive company!

Benefits

Salary.

£26,000 - £30,000 dependent on experience. However, sometimes the perfect person is far more or less experienced than we anticipated. In these situations, planned ranges go out the window. If you think that might be the case, please apply and just let us know.

We care deeply about helping the tech industry become a more inclusive and diverse place and we work hard to lead by example. We are committed to Equal Employment Opportunity through attracting and retaining a complementary team of employees and building an inclusive environment for all. Candidates must be eligible to live and work in the UK and be able to perform the work specified.

Hiring Particulars.

🕧 Interview Process: 3 stages = Introductory call with one of our Talent team > Hiring Manager Interview > Final interview with our Co-Founder.

We want to make our interviews as inclusive as possible, so if you need any adjustments made, or if there's anything you think we should be aware of during the interview process, please do let us know!

Hiring Process

Content.

Contact.

Mia Thomson

Talent Acquisition Specialist

talent@street.co.uk

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