Job Description

Customer Support

Department: Customer Support

Employment Type: Full Time

Location: Ipswich

Who are we?At Bright, we build cutting-edge software for accounting, payroll, tax and practice management -- driven by passionate people and a commitment to innovation and exceptional support. Now joined by Inform Direct, a multi-award-winning secretarial solution supporting over 500,000 UK companies, we're expanding our impact even further.

Together, we create opportunities for businesses to thrive and for our people to shine -- We're brilliant people creating brilliant software.

The OpportunityAs a Customer Support Executive, you will deliver exceptional customer service as the first point of contact for our users. You will consistently provide prompt, clear and helpful solutions to new and existing customers, ensuring they can make full use of our software while maintaining the highest standards of customer care.

What will you do?

• Provide front-line customer support via phone, email and online chat, offering prompt and accurate solutions to customer queries
• Investigate complex customer issues and collaborate with colleagues to resolve or escalate as needed
• Work alongside the Sales Team to onboard new customers, providing phone-based training and support to help potential customers recognise the value of our software
• Proactively gather customer feedback, identify trends in queries and help improve support resources and product usage
• Use HubSpot and other CRM systems to maintain records of customer activity and progress
• Process customer orders of company secretarial products
• Liaise with colleagues to resolve complex queries and escalate where appropriate
• Contribute to and manage customer-focused projects as required
• Identify trends in customer queries and work with the team to develop efficiencies and new support materials

What are we looking for? 

• Experience in providing outstanding customer service
• Problem solving and analytical thinking, with the ability to engage constructively with complex customer requirements
• Excellent verbal and written communication skills, able to explain intricate concepts in clear, plain English
• Ability to multitask, prioritise and manage time effectively
• Highly motivated, enthusiastic and driven to deliver exceptional customer experiences
• Demonstrate a passion for continuous learning, showing proactivity and resourcefulness in researching answers
• Enjoy taking ownership of complex, bespoke queries, applying strong analytical skills
• Show excellent drive and motivation to deliver quality work and exceed expectations
• Bring enthusiasm and positivity, with a genuine passion for helping others
• Experience or interest in AI tools and technology to enhance customer support efficiency
• Experience with accountancy, legal, financial or professional services industries desirable

Benefits include:

• Additional leave
• Company pension
• Health Insurance
• Cycle to work scheme
• Employee Assistance Programme
• Company events
• Hybrid working opportunities