👋 Hi! We're OneUp Sales
Built by a remote team of forty based all over the UK, OneUp is a reporting & gamification platform used by ~350 recruitment agencies around the world.
We've been growing our team since the business was founded in 2015, and we're still going!
We're looking for self-starting, ambitious individuals to join us on the next part of our business' journey in 2025.
💙 The Important Bits
- £27,000 annual salary
- 25 days paid holiday + bank holidays + birthdays off + extra at Christmas
- Vitality private health insurance, plus a monthly wellbeing budget
- Fully remote role with fully expensed team meetups every 6 weeks
- Reporting to the Support Team Lead, Tom Moverley-Foster
💖 Culture & Values
We have five core values we recognise and celebrate across the team...
- Don't be a dickhead - ego, selfishness and unprofessionalism alike aren't tolerated at OneUp
- Team first, always - the team comes before self, and before the company
- Impact over effort - go the extra mile where necessary, but do so in balance
- Enjoy the journey - find joy in the day-to-day, not the end destination
- Be the change you seek - see a problem? Bring a solution!
Our values have helped us build a fantastic culture and team whose members look out for each other, remain professional, but know how to have fun!
As well as being aligned with our values, we put a lot of importance on new members having solid soft skills:
- Self-organisation
- Creative thinking
- Comfortable being uncomfortable
- Adaptable/flexible
- Able to be autonomous and use initiative
🏆 The Role
Technical Support Representatives at OneUp serve as the first line of support to our client base, juggling all inbound questions and queries. Being a friendly, approachable individual, you are always able to remain professional and tactful while delivering advice and support to any customer that requires it.
With a superior understanding of the OneUp platform and a strong ability to apply your technical knowledge to new problems, you can resolve any issue by inventing creative and appropriate solutions quickly. Being able to context switch like a pro, you understand the differing levels of priority for each query and can manage the rapid-fire tier 1 questions alongside the more challenging tier 2 projects, adjusting your workflow to suit this.
Often being the first to hear about bugs or platform improvement requests, you work closely with the Engineering and Product departments to ensure all important information is communicated swiftly and clearly in order to continually move the product forwards, as well as working alongside your colleagues in the Delivery team who set up our product for new customers, and liaising with our Customer Success function to be in the know when clients require special attention.
Above all, you are a problem-solving enthusiast who is never deterred by failure; if a solution cannot be found, you explore more options!
🚀 Your Responsibilities
- Take ownership of customer support queries via live chat, email, and telephone while maintaining our high SLA and customer service standards
- Manage client expectations, ensuring they are always up to date on our progress with their queries
- Dig into customer data by writing SQL queries to uncover configuration or data issues
- Manage and deliver metric and configuration change requests from clients
- Investigate bug reports and summarise customer issues/feedback to the Engineering and Product teams
- Continuously build out our external and internal knowledge-bases with resources to enable clients to self-solve common issues, and for other colleagues to easily resolve a problem, should it appear again
📄 Essential Requirements
- Experience in a customer-facing role, preferably a technical one
- Excellent written & spoken English
- Technical by nature, with an understanding of JSON & SQL
- Ability to context switch and stay organised (you'll be managing several queries at once)
- Level-headed and able to manage customer demands at scale
- Be warm, friendly and consultative
- Be tech savvy; you'll be learning the inner workings of a lot of systems!
- Ability to work comfortably from home in a dedicated space
- Be comfortable travelling (both within the country and overseas) to meet the rest of your department and the wider team at our scheduled meetups
🔑 Desirable Experience
- Experience working with SQL and databases, JSON data structures, PHP, or Javascript
- Previous experience in a technical support position
- A good understanding of CRM systems
- Knowledge of recruitment companies and their processes
- Experience in a growing B2B SaaS organisation
- Experience dealing with senior employees in a business (directors & C-Suite)
🙌 Our Offer
The most important part - we promise there's no BS:
- £27,000 starting salary
- 25 days paid holiday + bank holidays + birthdays off + extra at Christmas (we're in the top 10% for time off in the UK)
- Zero-excess, full cover private health insurance (including dental, visual, and auditory cover)
- Monthly wellbeing budget (via withjuno.com)
- An office budget to get you set up working from home, if required
- Fully remote working with a twist; in-person team days every 6 weeks, quarterly company get-togethers, and an annual retreat to keep our culture rock solid
- A high-performing team without the toxic culture
- Progression opportunities for those who want to earn it
Applying for the role
If you've read this far, we hope you like what you've seen! If you're interested in joining our team, you can apply via the link at the top of this job ad. Instructions on what you'll need to provide can be found there.
We look forward to hearing from you! 💙
