International Customer Experience Specialist

**Job Outline**:
We are looking for an International Customer Experience Specialist to join our Customer Experience Team. This is a diverse role and we are looking for someone who is passionate about providing the best experience and will drive to ensure such experience; who is interested in working in the start-up industry and with investors; and who is bi-lingual and can speak English and French fluently.

**Who we are**:
As a leading European retail investment marketplace, Crowdcube raises finance for
Europe’s hottest high-growth businesses by giving investors the opportunity to backbusinesses they believe in. Having amassed an investor community of over 1 million people, which has funded over 1,000 businesses, Crowdcube was named the most active investor in private equity in 2020. Crowdcube was inspired by an unshakable belief in entrepreneurs that dream big,push at the edges and want to make a difference. Our mission is to democratise investment, helping to fuel the next generation of business who want to leave a mark on the world.

Since founding in 2011, we’ve successfully funded over 1,000 campaigns with brands from across the globe, such as 900.care, Hopaal, Qonto, GreenGot, Matera, Cowboy, Monzo, Heura, Brewdog, Grind, Mintos and what3words.

**Duties will include (but not limited to)**:

- Being the first point of contact for investors and companies in the EU and UK to support and resolve their queries in-line with our SLAs.
- Work with other departments to get the information you need to support and resolve investor and company queries.
- Participate in meetings to keep up to date with other departments and funded companies' actions.
- Inputting significant events into a shared calendar.
- Handling investor complaints in the first instance, and escalating as per procedure.
- Send investor updates via our CRM system.
- Assist the Payments Team with investor queries regarding their payments when needed.
- Assist the Payments Team with payments when needed.
- Assist and cover the Payments Team during periods of annual leave.

In addition, support the CX Team Lead to continuously improve the customer experience, this includes (but not limited to):

- Being proactive and raising areas of improvement.
- Raise product issues and work with our Engineering Team in resolving in a timely manner.
- Assisting in business localisation and carrying out translations.
- General support to CX Team Lead.

**Ideally you will**:

- Have great language skills and be fluent in English and French.
- Additionally, fluency in Spanish is desired but not essential.
- Previous experience in a customer related role.
- Excellent customer service skills.
- Meticulous attention to detail.
- Extremely organised with the ability to prioritise your own workload and manage your own time effectively.
- Adaptability in the face of changing and short-notice deadlines.
- Proven knowledge of MS Office and Google Apps for work.

In addition, resonate with the following:

- Start-up DNA: Be resilient, get things done, 80/20, are comfortable with uncertainty, adaptable to change, used to working in a fast-paced and ever-changing environment and know when to fight for the right thing and when to say no.
- Communicator: Articulate, Persuasive, Good listener, Empathetic
- Questioning: Curious, Open-minded, Comfortable expressing their opinions,Healthy disrespect for the status quo
- Methodical: Logical, Data-driven, Well informed
- Practical: Detail oriented, Pragmatic, Organised, Good under pressure
- Energetic: Outgoing, Passionate, Joyful, Positive, Optimistic, Bias to action Negotiation and Sales ability: Persuasive, Empathetic, Focused, Target driven
- Creative: Insightful, Innovative, Problem Solver

**What we are offering**:
We like to nurture talent and ensure members of our team develop and hone their skills through training, attending conferences and subscriptions to online courses. We’re passionate and hard-working, and we take care of our team:

- 26k - 29k Euros DOE
- 25 days holiday + bank holidays + holiday for tenure
- Access to Plumm, a mental health platform
- Access to Sunlight - a learning & development platform with a €1000 training and wellness budget per year
- Weekly demos to show what we're working on, monthly team meetings
- Company perks such as fruit, snacks, fitness classes and weekly office beers
- ** benefits to be confirmed depending on location - please ask for more information regarding benefits in France**

Our interview process typically consists of an initial phone screen, an interview with the hiring manager and a task, followed by a final interview with other members of the team. There aren't any trick questions and the task will typically be based on a real scenario the team have worked on.

Our policy is to employ the best-qualified people and provide equal opportunity for the advancement of employees including promotion and training and not to discriminate against any person because of gender,