Customer Success Specialist – UK or Remote

Full Time Position

Location: Remote

Required languages: C2 or native English speaker

Articheck is an art tech SAAS startup seeking a new Customer Success Specialist to support our growing client base.

Founded by a Tate Conservator, Articheck has set the universal standard for digital condition reports with over 1 million reports generated by hundreds of museums, galleries, private collectors and fine art shippers globally. The Articheck team has also recently launched Virtual Courier, which is revolutionizing risk mitigation during shipping, and introduced Virtual Curator, an add-on that makes it the world’s first video condition reporting system. With primary values of sustainability and innovation, we are expanding our team to continue to cultivate and spread our mission in the art world as a social enterprise. 

About the role:

Our customers range from solo conservators to some of the largest fine art shippers in the world. You’ll have the opportunity to interface with art world professionals in all sectors and corners of the world and support them in their use of Articheck. You’ll be a key member of the Customer Success team, responding to customer enquiries and eventually helping organise and assign enquiries to colleagues as well. Your day-to-day will include engaging directly with Articheck clients, troubleshooting technical issues, and confirming that bugs are fixed and issues resolved.

You’ll need to take ownership of support enquiries and create detailed tickets to follow cases through to resolution while providing excellent customer service. You’ll be given training as well as tools and support to then apply your knowledge and skills to diverse customer enquiries.

We use Slack for internal communication and this position will require effective interaction with the rest of the Customer Success team, as well as Account Management, Marketing, Sales and Development. 

Responsibilities:

• Provide thoughtful, empathetic customer support – usually via email and web chat, sometimes by phone or video call

• Troubleshoot technical issues. Investigate, identify and report issues, bugs and product improvements to the development team

• Consistently adopt Articheck voice across communication channels

• Take ownership of enquiries, follow issues through internal flow to resolution with the customer

• Advocate for ways to improve the customer experience

• Know every corner of the Articheck system, including custom features for Enterprise clients

• Draft FAQs and suggest ideas for new support resources such as knowledge base entries, video tutorials, etc

• Effectively interact with Customer Success, Account Management, Marketing, Sales and Development teams

Ideal candidate:

• Proven experience in customer support/customer service

• Customer-minded

• Flexible

• Empathetic, as you’ll be working with a non-technical customer base

• Strong organisational skills to handle multiple tasks and responsibilities

• Diligence and attention to detail – conscientious and can be depended on to complete tasks accurately

• Impeccable written and verbal communication skills

• Experience collaborating in a remote team. Providing next-level service requires context sharing, seamless handoff, knowing when to escalate, and asking for help when needed

• Tech-savvy/comfortable learning new software quickly and deeply. Able to translate complex functionality into compelling and easy-to-understand directions for a customer that may have less experience with tech 

 What we offer:

• Remote working

• Competitive salary, including a work-from-home stipend

• Career development, growth and progression opportunities 

• 31 days PTO