At Lightful, we passionately believe that technology can play a key role in transforming the beyond-profit sector. With simplified technology, we can help great causes amplify their voice, reach more people and build stronger, more personal relationships.
Our purpose is to strengthen relationships between people who want a better world and the great causes making it happen. Because we believe that through these stronger relationships, we can all make more of an impact. We work across multiple areas and partner with a wide variety of inspirational charities and social enterprises.
We now have an opening for a
Customer Success Advisor
Location: London
Full-Time
Key Responsibilities
We are a small team and we are nearing the public launch of our “Lightful platform”, to help charities and social enterprises master digital and social media. We now have hundreds of users, and have just brought on our first paying customers.
As Customer Success Advisor, you will ensure that our platform users (on both paid and free plans) are having a fantastic experience with us as a company, and the platform itself. By partnering with us, we want to give every Lightful customer a sense of receiving 10X the value that they would ordinarily expect.
Reporting into the Community Manager, you will be the first of a growing team. You will get to know our customers better than anyone else in the company, and have the opportunity to articulate their needs and wants to feed into the company strategy.
The Customer Success Advisor will support all of our customers through onboarding onto the platform, educating them about the Lightful features, resolving any issues, and report on user feedback. You will form an important link between our customer and our platform, and help turn customer feedback into reality on the platform and user delight for all of our customers.
Essential Job Functions
- Communicating with customers through every possible medium (including face to face), making sure every interaction our users have with us is a positive one
- Writing engaging emails, blogs, how to guides, FAQs and case studies for our users to access and enjoy
- Being clued up and knowledgeable about everything to do with the Lightful platform, as well as the other services we offer
- Dealing with all kinds of customer enquiry and issue, being ready for anything and everything
- Help the Community Manager to develop and improve our processes
- Seeing issues through from report to resolution, and keeping customers informed every step of the way
- Ensuring that our customers are happy with the platform, and are making the most of the features available to them
- Working with the Community Manager to feedback the comments and issues you hear from our customers to the product team, so that we can improve the platform
- Updating documentation in line with new platform and feature releases
- Updating reports with latest stats from Customer Success communications, as well as user performance and behaviour
Requirements
- At least 2 years’ experience in a customer service environment
- Previous experience of writing clear, engaging content for a variety of audiences
- A genuine passion for the charity sector
- Digital and social media savvy/native
- Genuine love of talking to people and helping them solve problems
- Exemplary communication skills, both written and verbal, and a warm, friendly demeanour in all interactions
- Comfortable with data, and pulling reports to analyse
- Self-starter who can make your own decisions
- Exceptional work ethic
- Willingness to get ‘stuck in’ tasks big and small and to help whenever needed
- Comfortable to ask questions when uncertain, and elevate issues at the appropriate times
- Flexibility - ability to deal with conflicting deadlines and multiple tasks, and to adjust priorities on the fly
- Proficient in Microsoft Office
Bonus Requirements
- Knowledge of technology / SaaS products
- Experience of working within a fundraising team
- Experience of working with Salesforce
- Experience of creating video content
- Enjoy and confident at networking at third sector events and meetups
Benefits
This is a full-time role, 35 hours per week, based at our new office in Shoreditch, London. In addition to a competitive salary at £26-28K dependant on experience, Lightful offers a comprehensive benefits package (including free gym, free yoga, cycle to work scheme, childcare vouchers, etc.) and a vibrant culture that fosters personal growth and development. As we expand, you will be given the opportunity to thrive in a close-knit team environment. Shared participation in our success is a key value at Lightful, and we offer an attractive stock options package to all permanent staff members to drive the business to its goals.
Applications without a cover letter will not be considered (1,000 words max). Please submit this, along with your CV, to careers@lightful.com. We are reviewing applications on a rolling basis, so it is in your interest to apply as soon as possible. Also, alternative modes of application (for example a vlog) are welcomed.
Social InnovationDevelopment Lightful seeks Customer Success Advisor At Lightful, we strongly believe that technology can play a key role in transforming the beyond-profit sector. English Lightful https://www.lightful.com/
For-profit Job (Full-Time) CommunicationsCommunity Management 1508364000 London, UK 68-80 Hanbury Street, London E1 5JL jobseekerLondonSocial InnovationtechnologyTechnology for Good careers@lightful.com 1508450400 Default Image 1 
Premium Customer Success Berater (m/w) London, England