Customer Support Advocate

Our goal is to create a lasting positive impact by disrupting a traditional industry that’s operated the same way for over 50 years.

It blows our minds that sales reps have to spend weeks creating something as simple as a poster. And we’re horrified by the amount of obsolete Point of Sale we see being sent to landfill. So, we're on a mission to solve these issues once and for all.

Our technology platform “hyble” empowers sales reps in the beverage industry to create on-demand marketing materials that are both brand-compliant and tailored for the specific account. Combined with our enterprise services, which enable the change management process and our cloud printing model that enables rapid turnaround print, we have a game-changing solution that the market is screaming out for.

This innovative approach makes sales reps lives easier by allowing them to support more accounts in less time while also drastically reducing the production of generic marketing content that often ends up in landfill.

What’s it really like to work here

Working with us is a long way from your average job – it's a unique opportunity to collaborate with brilliant people and be part of what could be the most significant chapter of your professional life. It's where you can realize your full potential, take responsibility, and make a huge impact.

Here's a glimpse of what it's really like to be a part of hyble:

• Fast-Paced: Our growth is lightning-fast, and the to-do list is never-ending.
• Continuous Innovation: We're constantly building and improving our product, systems, and processes. We’re never done.
• Starting from Scratch: We're building supply chains, teams, processes, and systems from the ground up.
• Rapid Expansion: Our organization chart gets a makeover every 30 days as we add new people, teams, and capabilities.
• Resourceful: We’ve got the backing of big-name investors but capital efficiency is in our DNA so we’re mindful of every dollar, euro, or pound spent.
• Global Reach: We work across multiple time zones so we're often taking calls at odd hours to support our global teams.
• Versatility: We wear many hats and take on tasks that go way beyond our job descriptions.
• Dynamic Environment: We’re in the “messy middle” of the scaling journey so things can get a bit messy and chaotic at times.

• Rewarding: But above all, it's incredibly rewarding, engaging, energetic, exciting, and a lot of fun.

Who we’re looking for

We're on the hunt for the unconventional folks, the non-conformists, the professional punks, and trailblazers. The rebels who are passionate about solving industry challenges. We’re seeking the 1% who are determined enough to join our adventure, individuals who will relish challenges, learn daily and are driven to build something extraordinary.

Most importantly, we're looking for individuals who embody our values:

• “We’re a Team”
• “We’re Humble”
• "We’re Resilient”
• "Be Yourself”

Our work ethic at hyble

Our values drive our work ethic. We are looking for people who operate this way as a default setting.

• Commitment: We're fully committed to our vision, goals and each other.
• Hands-On: We're not afraid to get our hands dirty.
• Team-First: The team always comes before individual interests.
• Hard Work: We go above and beyond, because it matters to us.
• Responsible: We treat company resources like they're our own.
• Progress, not perfection: We focus on progress and results, not perfection. We focus on making marginal gains every day and look for shortcuts along the way.

• Accountability: We make it ours and take ownership and responsibility.
• Ambitious: We go big or go home.
• Initiative: We try to see round corners; we spot opportunities, and we always find a way.
• Growth Mindset: We’re always learning, we’re never done.
• Challenge Convention: We challenge the mindset of “because we’ve always done this way”
• Empathy: We deeply care about our customers, suppliers, and employees.

If this sounds like your jam, then read on to discover more about the role you could play in our journey. If it doesn’t, that’s absolutely fine. This is definitely not for everyone, and we know that!

You could belong here;

To deliver brilliant marketing to hyble’s global drinks suppliers and their customers, we need to build a company that’s reflective of their diversity. We’re building an inclusive workplace that promotes and values difference, where everyone, from any background, can do their best work and be proud to belong.

What we’ll offer

As well as your salary;

• 401k. A combined contribution of your choice and a capped company match
• Reward and Recognition. A bonus scheme based on company and team performance, with regular recognition along the way.
• Vacation. 22 days of vacation, as well as paid sick days.
• Holidays. 7 fixed national holidays and 4 floating holidays.
• Giving back. 2 paid days leave to support a charity of your choice
• Wellbeing. We'll support you in looking after your health and wellbeing so you can do your best work. We provide coaching and counselling on demand through our wellbeing partners, Plumm.
• Summer Fridays. 4 half day Fridays in the summer months to make the most of lighter nights.
• Collaboration opportunities. Flexibility to work remotely, with opportunities to collaborate with colleagues and contribute to our culture.

• Grow with us. You'll have opportunities to develop your career in a high pace technology company as part of a great team.
• Personal Investment. We'll invest in your personal development and give you regular feedback.
• Open culture. A place where you can bring new ideas, try doing things differently, and have a real impact.
  

For more information about us visit: https://www.hyble.tech/ or check out our socials.

What you’ll do

Our Customer SupportAdvocates are the first point of contact for all customers, focused on delivering timely, accurate and professional customer service.

This position requires an empathetic, flexible problem-solver who is passionate about providing actionable solutions. You love working with people, building great relationships with customers and be enthusiastic about training new users.

This role would be ideal for someone with experience in a Customer Support team who wants to work in a growing business where you will have the autonomy, responsibility and opportunity to make a significant impact.

• Answer calls, live chats and support ticket requests from our US customers
• Provide customers with assistance in using our software or receiving orders
• Independently identify and escalate urgent issues for resolution
• Review articles and work on improving and keeping our Help Center up to date
• Help support and train users following launch with dedicated remote training sessions
• Support Success Managers in proactive customer outreach or follow-up as required

• Review and collaborate on process and system improvements for the Support Team
• Monitoring incoming software reviews and respond to customers when required
• Communicate and work with our external suppliers to resolve customer issues
• Identifying software bugs and opportunities for creating new functionality and communicating these to our engineering team
• Working with other internal teams to develop our training strategy and content to drive high platform engagement
• Test new software functionality before it is live to our customers
Ad-hoc administrative support for the operational department

What you’ll bring:

• Outstanding customer service skills
• Experience working in a customer facing role, ideally in technical support capacity
• Tech-savvy and adaptable in navigating online systems
• Excellent communication skills in-person and via phone, email and live chat
• Ability to explain technical information to non-technical users
• Highly organized with excellent time management skills
• Ability to work as part of a team
• Ability to use own initiative and work under pressure
• Ability to juggle a busy and varied workload, to prioritize tasks and to meet deadlines
Exceptional troubleshooting skills, and a passion for problem solving and investigation

Not essential, it would be a bonus if you:

• Previous experience of support ticketing software
• Experience in software training and hosting webinars for external customers
• Knowledge of drinks industry

The knowledge and skills we’ve listed represent “the perfect candidate”. No one’s perfect and we know the ‘confidence gap’ can stop brilliant people applying. If you love the sound of this opportunity please apply, we’d love to hear from you.