Live Chat Specialist

TL;DR

Live Chat Specialist: Providing first-line support to clients, troubleshooting issues, and ensuring client satisfaction with an accent on product knowledge, communication, and problem-solving. Focus on escalating complex tasks to engineering teams and collecting customer feedback for product development.

Location: Manchester (Hybrid, up to 2 days WFH). Candidates must be eligible to live and work in the UK.

Salary: £25,500–£27,000

Company

hirify.global is an award-winning PropTech business based in Manchester, focused on improving the property industry through world-class technology.

What you will do

• Become an expert in hirify.global's products like Street.co.uk and Bridge.
• Act as the first line of support for customer questions and queries via live chat, email, phone, or video.
• Escalate complex technical issues to the Street Engineering teams when necessary.
• Proactively ensure customers understand and utilize the latest product updates and releases.
• Respond to system bugs and communicate them to the development team.
• Obtain customer feedback and feature requests for appropriate communication to the development team.

Requirements

• Commercial experience in live chat or IT support with a keen interest in technology.
• Confidence in holding conversations with internal teams and clients, managing expectations.
• Outstanding communication skills, both written and verbal.
• Ability to work with a variety of stakeholders (technical and non-technical).
• Highly organised, experienced in time management and prioritisation.
• Calm under pressure with a positive mindset and adaptability.
• Eligible to live and work in the UK.

Culture & Benefits

• Hybrid-working model (up to 2 days WFH).
• £1000 holiday contribution after first year (tax covered).
• £500 yearly Learning & Development budget.
• Paid birthday leave and 2 paid volunteering days.
• Enhanced maternity, paternity & adoption pay.
• Mental health & well-being support via Health Assured and regular initiatives.
• Comfortable, relaxed office space where office dogs are welcome.
• Company and team off-sites, events and happy hours.
• Cycle to work scheme and electric car salary sacrifice scheme.
• Climate-positive company.

Hiring process

• Introductory call with the Talent team.
• Hiring Manager interview & an in-person live chat task.
• Final interview.