Customer Success Executive

About NearSt

NearSt’s mission is to get people back into high street shops. Our retail tech platform makes shops’ in-store inventory data visible to the internet, so that anyone anywhere can see what’s in stock in their local shop. 

Companies like Google and Facebook use our technology to show live in-store inventory on their platforms to millions of shoppers searching nearby, sending online shoppers into physical stores.

The world of retail is changing dramatically, and shoppers are going online to find products offline, locally more than ever. Our fast-growing tight-knit team of 25 share a common vision that what we’re building will define the future of how everyone shops - a vision that’s secured backing from some of the best names in retail as we lead this wave of transformation.

About the role

This is a unique opportunity to join our wonderful Customer Success team and help deliver incredible experiences for the rapidly growing number of shops using our technology. 

This year, we have some serious growth goals to hit, and you’ll play an essential role in making sure that the shops who join us not only stay, but turn into advocates for NearSt. 

You will be responsible for managing any support issues that our shops’ face, from logging the tickets through to liaising with the right teams to come up with resolutions. We are a hybrid team so you will also be helping the team deliver a fantastic onboarding experience as well as seeking new ways to show more value to our shopkeepers.

A few of our goals for this year are to: 

• Make it even easier for shops of all sizes to see value from and add value to the product
• Further grow our retailer network while ensuring they love our product and want to stay with us

Whether this is your first role or you’re moving into Customer Success from another industry, we’re most interested in people who are personable and eager to learn.

As a fast growing startup we're rapidly learning and evolving ourselves, and will look to you to do the same. 

What you’ll be doing

• Building personal, trusted relationships with shopkeepers
• Handling all inbound shop support requests, resolving them yourself or liaising with other parts of the organisation to help come up with efficient resolutions 
• Identifying technical issues and communicating trouble-areas to the wider company
• Acting as the voice of shops within the company, feeding back opportunities and ideas where we can show additional value to our clients
• Checking in with shops regularly, proactively addressing any concerns and helping them both receive and perceive value from NearSt
• Building case studies, taking personal feedback conversations with shops and transforming them into compelling stories
• As this is a hybrid role, you may also be onboarding new shops and helping educate them about the product

What you’ll bring

• Some customer service or support experience - you’ll learn on the job, but familiarity with helping customers is an essential starting point
• Problem solver - you’ll be our go-to Customer Support person so it’s essential that you love getting into the nitty gritty of a problem! 
• Super personal manner - you instantly put people at ease, and never hesitate to pick up the phone with a confident yet friendly approach
• Excellent written and verbal communication skills - you grasp both the explicit and implicit details from people and craft clear and concise communications
• Proactive - you’re always looking for further opportunities to show value; whether commercially or from a product perspective
• Highly organised - systems to stay on top of follow-ups and promises comes naturally to you, as does an attention to detail
• Adaptable - you can wear a range of hats and get stuck-in when and where it’s needed
• Tech-savvy - you don’t need to write code, but you have a natural interest in technology and pick up new tools quickly and easily

Why we think you’ll love it here

NearSt is a collaborative place, which means we work together and no one gets left behind. We value positive, open communication and see learning as an essential pillar of our collective growth as a company. 

At our Shoreditch HQ you’ll find music, food, plants, the occasional dog, and spaces for focussed and collaborative working. On Friday you’ll usually find us celebrating the week with a drink (or two!) as part of our weekly roundup too. 

We are all united in our enthusiasm for what the future of retail holds (hear our CEO talk about this during our keynote at The Next Web), and believe we have an incredible opportunity to make a massive positive impact on the world.

• Semi-Remote Team 🌍 We work as a semi-remote team, where our Hoxton Square office is a hub for collaboration and team-oriented work and home is a place for deep focussed work. Each team sets their own schedule based on their own needs, and all new joiners get a budget to make sure their home is set up as a great space to work.
• Tech and Software 💻 Whether you’re working at home or HQ, you’ll benefit from the latest MacBooks and freedom to suggest the software that will help you do your best work, rather than updating spreadsheets and waiting for apps to load.
• Stock Options 💰 Everyone should share a stake in our success, so if you’re a full time employee you’ll receive stock options when you join. 
• Wellness Budget 🧘 Stay at your best with a monthly wellness budget to spend as you please on things to keep you happy, healthy and well. Whether that’s on meditation apps, healthy food subscriptions, or gym memberships. If it keeps you well, it’s covered.
• Mental Health Support 🌸 Taking care of your mental health is just as important as your physical health, so we provide professional and confidential support from the wonderful therapists at Spill, directly in Slack.
• Personal Growth ✨ Develop personally and professionally with an annual budget of £1000 for you to upskill in ways that suit your own learning style - whether through books, training courses, or attending events.
• Mindset 💭 We cultivate an entrepreneurial can-do mindset; brilliant ideas can and must come from everywhere in the business and we have working groups and regular meeting to ensure these ideas find their way to fruition.
• Purpose 🌟 Work among a team who genuinely want to make a massive positive difference in the world

We're a fast-growing tight-knit team of 25 people who all share a common vision that what we’re building will define the future of how everyone shops. Startup life is always a lot of work and a ton of fun, so we’ve focussed hard on putting a great framework in place that lets people do their best work. 

Apply now

We think a great workplace is filled with all the diversity the world has to offer. This means we make no judgement about the things that make you, you - whether that be gender, religion, sexuality, race or disability. If you’re excited by our mission, we’re excited to meet you! 

As part of our commitment to removing bias from hiring, we use a tool called Applied for applications. Instead of submitting a CV we ask you to respond to a few short questions, which are then anonymously reviewed by several members of our team. We do this because we believe in making recruitment as fair and de-biased as possible.

There are four stages of interview for this role. 

• 4 questions submitted and reviewed anonymously via Applied
• 30-minute phone interview
• Skills and competencies interview (2 hours - Zoom or in-person)
• Final culture interview with the co-founders (45 mins - Zoom or in-person)

We look forward to hearing from you!