Available Job Today We're looking for a Customer Happiness Technical Support Specialist based in the UK, able to commit to an afternoon / evening shift, to play a key role in delivering outstanding customer support across all platforms.
Nice to meet you!
Yoto puts kids in control of an inspiring world of audio.
Our screen-free audio players let kids listen, learn and play at their own pace. All while making sure they're safe to explore what inspires them.
The award-winning Yoto Player launched in 2020, just before the big you-know-what. Now you can find it on play mats, kitchen counters and bedside tables all around the world. Yoto Mini, our portable player, launched in late 2021 and is already accompanying kids on some incredible adventures.
The Yoto Card Store has more than 700 titles from some of the world's best creators, publishers and labels. We also create Yoto Originals like this one (https://yotoplay.com/collections/library/products/phonics-part-1).
The Yoto Customer Happiness Team
We are fortunate to have a wonderful, growing community of Yoto customers, and the Happiness Team has the crucial job of looking after them.
Our potential and existing customers like to get in touch with us from all regions of the world, although most are located in the UK and USA, and they can contact us through many channels, including email, live chat and social media.
The main aim of the team is to provide an unparalleled 24/7 support service to customers across all platforms.
The role
We're looking for a Customer Happiness Technical Support Specialist to join our Customer Happiness team as soon as possible. You will play a key part in delivering outstanding customer support across all platforms, and specialise in technical support for all our products. You will improve your abilities through training and support from Yoto and improve our products through the feedback you give to our management, development and technical teams through the systems you use.
We want to find someone outgoing, positive and team-minded who is able to communicate easily and effectively with customers.
What you'll be doing:
- Communicate directly (via email, live chat and social media DMs) with Yoto customers requiring technical assistance
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Help with troubleshooting technical issues reported by users:
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guide customer to describe issues in sufficient detail, and eliminate known issues
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investigate technical status dashboards and debug logs to identify issues
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confirm whether issues can be consistently replicated on our end
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categorise issues
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collaborate with Yoto's Engineering team where an issue can't be easily identified and/or resolved
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Document known issues and educate Customer Happiness team how to resolve
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Collaborate with Product Managers to continuously improve support pages and self-help solutions based on experience with incoming customer questions and issues
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Collaborate with Customer Happiness Manager in exploring new technologies, such as AI
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Provide feedback to Product and Engineering teams to reduce number of issues/enquiries raised by customers and/or improve efficiency
What you'll need:
- Capacity to understand all Yoto Products (Players, Apps, Website) down to last obscure technical feature or detail
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Great understanding of basic technology concepts (networking, computing, mobile OS, connected devices)
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Detective skills – ability to quickly narrow down the potential causes of issue, whilst triple checking all claims/facts
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Patience to explain multiple times required steps to (often frustrated) customers
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Good proactive solution proposals, acting to ensure customer happiness
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Ability to clearly and empathetically resolve technical matters with customers
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Comfortable working remotely using your own computer set-up as well as a variety of cloud-based software solutions - proven success in a remote working role would be advantageous
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Must be able to commit to a shift of 1pm-8pm GMT most weekdays, with some occasional weekend work (a half day once or max twice per month)
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A friendly, positive and outgoing personality with a hands-on mentality, willing to roll your sleeves up, and deliver to agreed targets
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Team player - happy to roll up your sleeves and get stuck in, in order to get the job done
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Ideally, but not a prerequisite, Gorgias/Zendesk/Front or similar help desk solution experience
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Ideally, but not a prerequisite, experience with Shopify
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Ideally, but not a prerequisite, fluency in French or Spanish
What we offer in return:
- Generous EMI share options - we're all invested in Yoto's success
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Hybrid working with a choice based approach - if UK based we would love you to come into the office once a month, however if Romania based this role would be fully remote
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A Work from Anywhere policy giving you the opportunity to work from a different location for a temporary period
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25 days' holiday per year, plus bank holidays
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Yoto player and starter pack of cards
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2x volunteer days a year
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Central London office in Kings Cross (if UK based)
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A collaborative tech-focused creative environment
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Company socials and celebrations, including our annual Yoto Fest
Salary: Up to £28,000 per annum
About Yoto
We're a Series A tech company with a well-funded and fast-growing international team.
Our offices are in London and New York, and in 2023 we'll be expanding further into Europe. We have in-house expertise in hardware and software, technology development, product, marketing, commercial and retail.
We're excited to build and develop a tight-knit and energetic team to help make Yoto the next great family brand!
Yoto spans the kids' audio, tech, entertainment and edtech industries, and our products have won awards in innovation, play and education categories. Time Magazine even named Yoto Player one of the Best Inventions of 2020.
Our Card Store includes 700+ titles from the world's best rights-holders including Disney, Penguin Random House, Mattel, Harper Collins and Sony Music. We also produce our own Yoto Originals, often with award-winning collaborators.
Flexible working and autonomy are key to life at Yoto. We support working parents because we know that life and work need to work together. And just as we share audio content from a diverse community of creators, we also strive to build an inclusive team. Our passionate Diversity, Equity & Inclusion (DE&I) group raises new voices, beliefs, and perspectives to help everyone at Yoto feel heard. Check out our website for more info on our approach to DE&I. (https://uk.yotoplay.com/people-and-planet)