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About the Role

At Vita Mojo, we’re transforming how restaurants leverage technology to enhance both operations and the customer experience. As a Customer Support Agent, you’ll be at the heart of this transformation, collaborating with top restaurant brands to help them fully utilise the Vita Mojo platform. Your role will involve answering product inquiries, gathering valuable feedback, escalating issues, and acting as the key liaison between our clients and our Client Success, Product, Design, and Development teams. In this fast-paced, cross-functional role, every day will bring new challenges and opportunities. You’ll thrive in this position if you enjoy fostering client relationships, translating technical jargon for non-technical users, and deepening your expertise in the inner workings of the Vita Mojo platform. If you’re passionate about customer success and eager to become an indispensable resource, this is the perfect opportunity for you.

Responsibilities

Taking ownership of customer queries and managing expectations at every stage to deliver impactful support.
Prioritising quick responses via email and live chat.
Receiving customer calls and providing step-by-step guidelines for the resolution of complex issues.
Having a deep understanding of our products and the ability to configure or troubleshoot a diverse range of customer queries.
Investigating, diagnosing, documenting, and prioritising customer issues, leveraging internal tools and escalation teams as necessary.
Reproducing and documenting bugs for the Engineering and Product teams.
Identifying key findings and suggesting product and process improvements to continually optimise performance.
Updating our internal knowledge hub with information about technical issues and useful discussions with customers.
Sharing feature requests and effective workarounds with team members.
Taking ownership of driving performance metrics to deliver world-class service.
Maintaining a world-class customer support experience and ensuring customers get the most out of Vita Mojo’s products and services.

Requirements

Previous experience in a customer facing role, working with business critical software that is vital to day to day operations.
Passion for talking to customers all day, every day.
Ability to empathise with clients in a genuine way that lets them know you understand their pain points, how they use our suite of products and, more importantly, why.
Articulate communication (both written and verbal).
Ability to craft clear and concise messages to customers and internal stakeholders alike with the ability to adjust the level of technicality based on the end user.
Genuine enjoyment of technology and ability to grasp complex concepts relating to Vita Mojo’s Operating System.
Ability to balance multiple priorities while working in a high volume environment.
Natural curiosity and embrace the challenge of solving problems, both with software and soft skills.
Ability to learn from previous obstacles and maintain a proactive approach to anticipate future problems and act to mitigate their effects.
Ability to stay focused, adapt and persevere in the face of obstacles.

Skills

Customer Support
B2B Software
Hospitality
Zendesk
Salesforce
HTML
CSS

Location

Central London

Work Type

Hybrid remote
Full-time
Rotating shift pattern
Weekend working

Experience Level

Previous experience in a customer facing role
Previous experience in a customer support role within a B2B software company (bonus)
Previously worked in hospitality (bonus)
Previously used Zendesk or Salesforce in a support capacity (bonus)
Basic understanding of web technologies (HTML, CSS) (bonus)

Benefits

Private Healthcare
Life Assurance
Income Protection
Learning & Development support
25-28 days of annual leave plus public holidays
Carer’s Leave
Enhanced parental leave
12 days of fully paid sick leave annually
Birthday Leave
Social Events
Dog-Friendly Office

About the Company

Vita Mojo is on a mission to revolutionise the hospitality experience for operators and their customers.
Through our smart digital products, we’re powering the digital transformation of your favourite pubs, bars and restaurants.
We’re proud to have built an award-winning digital platform.
Vita Mojo is a positive, energetic and forward-thinking place to work.
You’ll be joining a supportive team who’ve always got your back.
Our passion for technology and food is matched only by our support for our people.