InMotion is hiring a

Customer Support Agent - Liquid

London, United Kingdom

About Liquid

Liquid is re-imagining car rental from the ground up to create a frictionless, premium trip experience for people who want to escape the city in style.

If you’ve ever rented a car you’ll know how frustrating the process can be. Out of town pick-up locations, hidden fees and endless paperwork were the gold standard in this complacent industry, until now.

Liquid is the first app-only rental service, delivering a top of the range Land Rover Discovery Sport to your location in just 3 hours. We’re paperless, don’t do hidden fees, charge pump prices for fuel and take care of every detail.

Thanks to insights gleaned from our early customers, our mission is evolving from one that is inherently functional to the emotional: giving our customers a reason to rent. Achieving this goal is far from straightforward and presents a number of interesting customer service challenges.


About this role

  • Manage all customer service challenges across different channels such as Intercom, social media and phone calls
  • Solving the full-spectrum of customer problems (no problem too big or small)
  • Surprising and delighting customers with creative ideas, in order to turn them into lifelong Liquid enthusiasts
  • Proactively working to improve the customer experiance by finding solutions to customers day-to-day
  • Work with product and operations team keep them informed of contact reasons & complaints.
  • Aim is to resolve customer queries within the same session.
  • Prioritise customer issues to ensure that all solutions and timings meet customer expectations
  • Focus on delivering the type of thoughtful detail that premium customers expect
  • Advocate and cheerleader for the Liquid brand

Requirements

About you

We’re looking for a customer support perfectionist, who knows how to deliver a five star experience to clients.

You are a problem-solver with a positive attitude along with the creativity and empathy to understand that each customer is unique. We are building a premium lifestyle brand like never before so it is essential that every client is treated as a VIP.

With your can-do attitude, you are someone who rolls-up their sleeves and gets the job done. You embrace the challenge of a complex logistics problems being solved in a scaling London market.


About your skills and experiance

  • 2+ years in a customer service focussed role, preferably within a fast-paced startup environment
  • Experience dealing with premium brands and services
  • A natural communicator who can explain problems clearly and simply
  • Be methodical and work through customer problems with a keen eye for detail to find the best solution
  • Take ownership and ensure tasks are delivered to a high standard from start to finish
  • Have a natural interest in technology
  • Fluent English speaker with impeccable written skills
  • Are happy working outside the 9 to 5. We operate on shifts, which will require some early morning, evening and weekend work


About our perfect Customer Support Agent

Our perfect Customer Support Agent has:

  • Experience with Intercom, Mailchimp and JIRA
  • Experience with a lifestyle brand
  • Experience dealing with high-profile customers
  • Understanding of software development including bug reporting
  • Interest and practical knowledge of premium cars

Benefits

What’s on offer:

  • Competitive salary
  • Fun, relaxed working environment with inspirational colleagues
  • Great new office between near Kings Cross in the heart of London
  • Regular treats like free fruit, team lunches and deskbeers

Privacy

By applying to this position, you agree to allow InMotion Ventures Ltd (Abbey Road, Coventry, CV3 4LF, [email protected]) to collect, store and process your resume, contact details and any other personal data that you submit. If InMotion is providing recruitment services to a third-party, you also extend this permission our end client.

We will process this data for recruitment purposes only. The data will be stored in our Applicant Tracking System, (which stores data in the U.S and is fully compliant with EU data protection laws), and we will not share it with anyone else.

We would like to keep this data until our open role is filled and may choose to keep it in our database for future roles for up to 24 months.

Here’s a link to our privacy policy. In this policy, you will find information about our compliance with GDPR (data protection law.) You can find how to send us a request to let you access your data that we have collected, request us to delete your data, correct any inaccuracies or restrict our processing of your data. You also have the right to lodge a complaint about the way we handle your data.

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