Customer Support
Manchester, UK
Customer Support /
Full-time /
Hybrid
About Capsule
Capsule launched in 2009 following the founders' frustration with existing customer relationship management (CRM) services that were either too simple or too complex for most businesses.
We have thousands of customers in the UK and have started moving into other international markets with teams in the US, South America and Europe. Some of our customers have a couple of users but others have over 200 users using Capsule to service all their sales and marketing requirements from one place.
We’re bringing a fresh experience to business owners; a modern CRM and marketing platform that helps businesses stay organised, optimise sales opportunities and run marketing campaigns while providing a great user experience and fantastic customer support.
The Role
We are looking for a Customer Support professional with experience providing B2B support or within a tech environment.
Capsule & Transpond both have a wide range of customers, each with unique questions and use cases. Our Support Team thrive on taking the time to understand this and finding the right solution for each customer.
Our UK and US support teams work together from one support queue, we spend a large part of our day helping current and potential customers understand Capsule and Transpond and get the most from our products. We offer support primarily via email but do get some questions via social media channels and it is the responsibility of the support team to respond to these.
In addition to helping customers, our Support Team are responsible for; maintaining our external support documentation, helping troubleshoot the occasional bug and recording detailed feature request feedback for our Product Team.
This is a great opportunity to work in a growing SaaS company alongside a diverse, world-class team. As Capsule & Transpond grow we’re committed to maintaining our startup culture and cutting-edge approach to technology and design.
About You
Our new teammate will have excellent communication skills - both written and verbal - with a positive tone and the ability to describe things simply. They must be a fluent English speaker, fluency in any other language would be a nice addition as we expand our language support in both products - but this is not essential. They will share our passion for going the extra mile to ensure every customer interaction is a positive one. They will enjoy contributing to our team but also be self-motivated and confident working independently. They will value working efficiently to help customers, reducing emails back and forth by reading between the lines.
Finally, an interest or experience in using CRMs, email marketing, small businesses and how applications like Capsule and Transpond can help businesses would be a lovely bonus.
Location
At Capsule, everyone has the right to flexible working. Our employees balance working from home with attending our Manchester-based office.
The Support Team is made up of Manchester-based and remote colleagues so we welcome applicants who would be remote within the UK.
Working with us
- 25 days paid annual leave (in addition to statutory holidays)
- Your birthday off
- Private medical, dental and optical insurance
- Pension scheme with generous matched contributions
- Flexible working hours
- The best kit for the job - including your choice of iPhone or AndroidConference and eBook allowances (including a Kindle)
- Catered lunches once a week
- Enhanced parental leave
- Cycle to work scheme
Diversity and Inclusion
At Capsule, our values are focused on kindness, support and self-learning. We’re committed to creating an inclusive environment that nurtures and empowers our employees. We’re excited by what different backgrounds, experiences and abilities can bring to the Capsule team and so we encourage anyone interested in this role to apply.
If you require any assistance during the application process, such as accommodating a disability or familial circumstances, please don’t hesitate to reach out.
We can’t wait to hear from you!
Recruitment agency policy: We do not accept agency CVs and will not be responsible for any fees related to unsolicited CVs.
