Description

Who we are âš¡

Zinc builds automated reference and background checking tools for forward-thinking companies that really care about candidate experience. Founded in 2017, Zinc has a unique approach to checking, that's redefining industry standards. Our mission is to change the way that people prove things about themselves for work. We're an early-stage startup going through rapid growth. Zinc offers an exciting opportunity within a small, tight-knit team that is motivated to get their best work from each other. Read more about our story here: https://zinc.work/mission

Our mission is to allow companies to become more efficient at hiring and create unforgettable candidate journeys by giving candidates ownership over their checking data. We're proud to be helping some of the most iconic employer brands in the UK hire. We're a passionate product team that takes great pride in our perspective on data privacy and delightful product experiences. Read what our customers say about Zinc: https://zinc.work/customers.

Zinc work life ðŸ›³

We're a culture-first company, we have a daily 3pm tea break where we play games. Our current favourites are: Covidopoly, Skribbl and Battleships. Zinc is a company built on transparency, empowerment and data ownership. We meet to work in our Shoreditch office 1-2 days a week. Our company values are: empathy, empowered, delight, privacy, pragmatic and integrity. Zinc offers a chance to influence and impact an industry-changing product. Work hands-on across a wide set of areas. The interview process is 2 video calls and a face to face meeting with the team.

Customer Success at Zinc

We're looking for a full-time Senior Customer Success person with excellent written communication skills, that has an appetite to learn our domain. This role will be working with existing customers to deliver unforgettable experiences. This is an opportunity for someone who perhaps has some experience in a startup environment and can show an extensive understanding of Customer Success with a view to become a leader in the field.

Zinc offers a chance to influence and impact an industry-changing product and our Customer Success team is a huge part of that, boasting a 2 minute average response time and and and 4.8/5 experience rating on the platform. Work hands-on across a wide set of areas; customer coaching, account development, customer success, written and phone communication.

Requirements

You'll be responsible for📈:

• Mentoring and supporting the CS Team
• Sustaining business growth and profitability by maximising value
• Analysing user data to improve user experience
• Promote value through customer experience
• Assist in creating training courses and educational materials
• Review customer complaints and concerns and seek to improve the customer experience
• Email communication with candidates and companies assisting with references and supporting checks.
• Live chat conversations with customers and candidate's to support the checking process.

Your Day-to-Day :

• Taking ownership of customer support activity for all three stakeholders at Zinc; designated customers, candidates and referees.
• Listen to feedback from users, ensuring continuous adoption and usage of the product.
• Transactional work, entering users data and updating Zinc’s dashboards
• Learn the Zinc customer journey; identify with and incorporate our tone in your comms.
• Managing knowledge base and NPS scores.
• Forecast and track key customer success metrics and prepare reports for weekly, monthly and quarterly meetings.
• A chance to assess customer success processes, suggest and implement new ideas.
• Managing live chat throughout the week, hitting monthly and quarterly OKR metrics.
• Help to gather customer testimonials and case studies for sales and marketing material.
• Mentoring team members and supporting team growth
• Leading effective deployment of user success
• Involved with testing new product features and reporting bugs to the technical team