Customer Support Agent Remote & Part-Time
Deadline for applications: Wednesday 25th September 23:59
Early applications are welcome: we are interviewing on a rolling basis so if you apply earlier we may speak to you earlier.
Flexible hours, part-time; One to Two days per week (8 - 16 hours) - see availability requirements below
Remote working
Freelance, £15 to £17 per hour
Start as soon as possible
Key Responsibilities
Be the first point of contact for customers, and proactively solve any customer's problem
Respond to email, chat and social media using the customer support platform, Zendesk
Find opportunities to turn enquiries into sales
Raise game issues with the Game team to be fixed
Follow HiddenCitys established processes and guidance to meet Customer Support objectives - documentation and full paid training provided
Work remotely, using your own laptop and internet connection
NB. HiddenCity is a start up, and from time to time may have other work available to support the business, for example... creating social media posts or supporting corporate bookings. If you might be up for other work, depending on availability and suitability, do let us know when you apply.
About HiddenCity
HiddenCity create thrilling real-world adventure games, where players solve clues sent to their phones, as part of an unfolding story across the city. Experiences are critically acclaimed, with customers rating HiddenCity 4.7 stars out of 5. Games have been covered by BBC News, Time Out London, Metro, Evening Standard, Radio Times and more. HiddenCity partners include The Guardian, Eastpak, the City Of London Corporation, and EON Productions. The company's most recent game is 007: Shadow Of Spectre , a collaboration with the James Bond film franchise. Find out more about the games on the company website.
Following the recent growth of the company we are looking for someone to join the team to help us manage the increased operational demands of the business.
Benefits
Join a friendly team.
Complimentary tickets for HiddenCity games for you and your friends.
Opportunity to work remote or come into the office.
Company culture
We seek to create exceptional experiences, reconnecting people with their inner child, through play. We achieve this through experiences that aim to immerse people in an alternative reality. Subtle things are important, and we convey this through considered branding.
You can expect to join a friendly team that divides their time between focused, thoughtful work and lively collaboration. Typically we split our working week between the office - a coworking space - and remote working, to allow for varied preferences.
The company adopts a philosophy of encouraging team members, once skilled in their job, to present their considered solutions to problems.
We value process, to prepare the groundwork for scaling the business, and make it easier for people to hand over their roles. We have a company-wide workflow process based on kanban.
We operate on a principle of near 100% transparency: almost all company information is accessible to all team members, including performance and pay. We aim for fairness, equal opportunity, and respect. You are expected to challenge, and be challenged, and, if needed, respect the final decisions of managers.
Feedback from the team on culture includes "welcoming", "thorough", "ambitious", "loving of data", where there "always seems to be the opportunity to learn something new", and feeling "supported by any and all members".
Availability requirements:
Customer support shifts are 8 hour shifts. We are looking for someone for at least one weekend day per week (with the potential for an additional shift per week).
You have:
Demonstrable customer support skills
A good head for problem-solving
A modern laptop and a good internet connection
You are:
A confident and tactful communicator
Adaptable, and able to quickly assess and prioritise tasks
Willing to learn and able to pick up new skills quickly
Able to unblock yourself by reading documentation
Apply Now
Early applications are welcome: we are interviewing on a rolling basis so if you apply earlier we may speak to you earlier.
Flexible hours, part-time; One to Two days per week (8 - 16 hours) - see availability requirements below
Remote working
Freelance, £15 to £17 per hour
Start as soon as possible
Key Responsibilities
Be the first point of contact for customers, and proactively solve any customer's problem
Respond to email, chat and social media using the customer support platform, Zendesk
Find opportunities to turn enquiries into sales
Raise game issues with the Game team to be fixed
Follow HiddenCitys established processes and guidance to meet Customer Support objectives - documentation and full paid training provided
Work remotely, using your own laptop and internet connection
NB. HiddenCity is a start up, and from time to time may have other work available to support the business, for example... creating social media posts or supporting corporate bookings. If you might be up for other work, depending on availability and suitability, do let us know when you apply.
About HiddenCity
HiddenCity create thrilling real-world adventure games, where players solve clues sent to their phones, as part of an unfolding story across the city. Experiences are critically acclaimed, with customers rating HiddenCity 4.7 stars out of 5. Games have been covered by BBC News, Time Out London, Metro, Evening Standard, Radio Times and more. HiddenCity partners include The Guardian, Eastpak, the City Of London Corporation, and EON Productions. The company's most recent game is 007: Shadow Of Spectre , a collaboration with the James Bond film franchise. Find out more about the games on the company website.
Following the recent growth of the company we are looking for someone to join the team to help us manage the increased operational demands of the business.
Benefits
Join a friendly team.
Complimentary tickets for HiddenCity games for you and your friends.
Opportunity to work remote or come into the office.
Company culture
We seek to create exceptional experiences, reconnecting people with their inner child, through play. We achieve this through experiences that aim to immerse people in an alternative reality. Subtle things are important, and we convey this through considered branding.
You can expect to join a friendly team that divides their time between focused, thoughtful work and lively collaboration. Typically we split our working week between the office - a coworking space - and remote working, to allow for varied preferences.
The company adopts a philosophy of encouraging team members, once skilled in their job, to present their considered solutions to problems.
We value process, to prepare the groundwork for scaling the business, and make it easier for people to hand over their roles. We have a company-wide workflow process based on kanban.
We operate on a principle of near 100% transparency: almost all company information is accessible to all team members, including performance and pay. We aim for fairness, equal opportunity, and respect. You are expected to challenge, and be challenged, and, if needed, respect the final decisions of managers.
Feedback from the team on culture includes "welcoming", "thorough", "ambitious", "loving of data", where there "always seems to be the opportunity to learn something new", and feeling "supported by any and all members".
Availability requirements:
Customer support shifts are 8 hour shifts. We are looking for someone for at least one weekend day per week (with the potential for an additional shift per week).
You have:
Demonstrable customer support skills
A good head for problem-solving
A modern laptop and a good internet connection
You are:
A confident and tactful communicator
Adaptable, and able to quickly assess and prioritise tasks
Willing to learn and able to pick up new skills quickly
Able to unblock yourself by reading documentation
Apply Now