Customer Success and Support Intern

Company: Cimple Limited

Job Title: Customer Success and Support Intern

Location: London/ remote working

Salary: £27,500

Cimple

Cimple is a new marketplace solution with a mission to build a platform that transforms the way buyers and suppliers handle procurement. Our target is to drive savings for the Government and create value for Small & Medium Businesses globally enabling vast social impacts to be achieved out of c.£280bn in the UK, €2tn in Europe and $13tn globally that Governments spend annually. 

We’re creating a helpful, single solution platform that helps to create trust, transparency and new opportunities across the public and private sector. Cimple’s intuitive functionality will guide users through the often intimidating world of procurement, acting as a supportive, trusted ally. 

Cimple has been live in the market for over 2 years and we are now looking to expand our commercial roles as we look ahead to the remainder of 2024 and start of 2025. We have lofty ambitions and aim to build one of the great socially driven tech companies of our time putting the user at the heart of our business. As a team we are an ambitious group of people who really care about the challenges our customers face every day and how technology needs to support them. If we do this effectively we can have a significant impact on our society and the environment. 

As a business we foster an inclusive culture with diverse thinkers to form the best teams. We have a high focus on quality to create the impact that we need but that is balanced by a variety of well being initiatives that allow our people to have the best work experience.

For more information on Cimple, please visit our website https://cimple.uk/

Job Description: 

Cimple is a scaling startup that over the next 12 months will be going through an exciting period focusing on the growth of the business. We therefore have an exciting opportunity for a Customer Success and Support Intern to join our ever evolving team on a full-time basis. 

We are a growing company with big ideas and love fostering our culture with a belief that spending some time together in the office each week is part of doing this. We also believe in the power of harnessing technology and design to create innovative new experiences that people love. Joining Cimple you will get:

1) The opportunity to help build out the Cimple platform, where you are instrumental in its direction. 

2) Being in a role that will ultimately help to shape our customer success strategy.

3) The chance for increased exposure and responsibility due to being in a small team.

Required Experience and Skills::

• Good problem-solving skills
• Excellent verbal communication skills
• Good interpersonal skills
• Strong IT literacy
• Willingness to learn on the job

As a Cimple Customer Success and Support Intern you will:

• Create and contribute to marketing materials and social media posts for Cimple.
• Administer Hubspot setup for marketing and customer communications.
• Often be the first point of contact in dealing with support queries coming directly from customers.
• Escalate and review requests with direct line managers for assistance and pursue progress when needed.  
• Analyse and resolve customer issues resulting in meeting or outperforming the expected case metrics related to average duration, customer satisfaction, and time with support. 
• Focus on customer satisfaction by providing quality answers, understanding the impact of potential issues on customer’s day to day to communicate accordingly and showing empathy towards the customer’s situation. 
• Ability to troubleshoot product and technical issues providing clear explanations on how to resolve customer issues in a time-sensitive environment with a focus on providing superior service.
• Ability to multi-task and manage multiple cases at a time throughout the day, with a focus on resolving high priority issues. 
• Work alongside the customer success team to manage requests from the customer backlog queue, updating customers with regular updates with effective and clear communication. 

About you (as a person):

• You are driven and a self starter
• A logical and methodical approach to problem solving 
• Value collaboration and working in the open
• Enjoy working as part of a team and individually
• A good communicator
• Want to work to bring about positive social change and impact

Responsibilities for Cimple will be centered around the maintenance and improvement of the user’s experience from onboarding through to the end of the procurement journey. You will work alongside our customer success and sales team as well as product team, taking an active role in shaping our customer experience and improving the platform. 

Company Benefits:

Cimple aims to create a leading people agenda and reward structure. The role is part of a broader benefits package that includes:

• Inclusive and supporting working environment so you can have autonomy, and make a real impact
• Enhanced parental leave offerings
• Company pension scheme
• Discretionary bonus scheme
• Bike to work scheme
• Bring your dog to work
• A commitment to your individual wellbeing, with access to our wellbeing initiatives
• Learning and development opportunities
• 26 days holiday (excl. bank holidays)
• Volunteer days 
• Flexible working hours 
• Bonus days leave - (birthday off, moving house)

Cimple is proud to be an equal opportunities employer and core to Cimple is creating trust and transparency both for customers using our product and the success of the Cimple team. We are committed to growing a team that is diverse in every aspect, believing that people and services are made better through the individual experiences, backgrounds, thoughts and beliefs of the people who make up our teams.