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Vcomerz, a flagship product of M2R2 LTD, is a no-code SaaS platform empowering retailers to create and manage online stores and point-of-sale (POS) systems effortlessly. Based in Derby, UK, M2R2 LTD is a dynamic start-up founded by innovators dedicated to transforming retail through seamless technology. Vcomerz simplifies e-commerce and in-store operations, enabling businesses to focus on growth and customer satisfaction. Join us to shape the future of retail tech!
Role Overview
As a Customer Support Analyst, you will be the frontline advocate for Vcomerz’s retail customers, delivering exceptional support to ensure their success. You will resolve issues, onboard new users, set up online stores and POS systems, and provide critical feedback to enhance our platform. This role demands a start-up mindset, deep empathy for customer challenges, and the ability to thrive in a fast-paced environment. Weekend shifts, based on pre-scheduled rosters, are required to support our 24/7 customer base.
Key Responsibilities
- Deliver prompt, effective support via email, phone, and chat, addressing customer queries and resolving issues related to Vcomerz’s platform.
- Onboard new customers, guiding them through setup and initial use of online stores and POS systems.
- Track and resolve customer issues, escalating complex cases to technical teams and ensuring timely resolution.
- Document interactions, feedback, and support cases in our CRM system for transparency and follow-up.
- Collaborate with the product development team to relay customer pain points and suggest platform improvements.
- Maintain up-to-date knowledge of Vcomerz’s features, updates, and retail use cases to provide accurate support.
- Work pre-scheduled weekend shifts to ensure continuous customer support availability.
- Contribute to creating and updating support documentation, FAQs, and knowledge base articles.
- Participate in team meetings and training to align with Vcomerz’s goals and product roadmap.
- Proactively identify opportunities to enhance customer experience and retention.
Required Skills and Qualifications
- 1–2 years of experience in customer support, ideally in SaaS, e-commerce, or retail tech environments.
- Outstanding communication skills, both written and verbal, with the ability to simplify technical concepts for non-technical users.
- Strong problem-solving skills and a customer-first mindset, with empathy for retailer challenges.
- Ability to work independently and collaboratively in a fast-paced start-up environment.
- Flexibility to work weekend shifts as part of a pre-scheduled roster.
- Basic understanding of e-commerce platforms and POS systems.
- Proficiency with CRM tools (e.g., HubSpot, Zendesk) and support ticketing systems.
- Right to work in the UK (visa sponsorship available to the right candidate).
Preferred Skills
- Experience with no-code or low-code platforms, such as Vcomerz.
- Knowledge of retail operations, including inventory management and payment processing.
- Familiarity with Agile methodologies and providing actionable product feedback.
- Ability to remain calm and effective under pressure, ensuring customer satisfaction.
What We Offer
- Competitive salary with performance-based incentives [ £30,000–£40,000 annually].
- Opportunities for professional growth and skill development in a dynamic environment.
- Comprehensive training on Vcomerz’s platform and retail ecosystem.
- A collaborative, inclusive team culture with a shared passion for innovation.
How to Apply
If you’re driven by customer success and eager to join a start-up transforming retail, we want to hear from you! Submit your CV and a cover letter detailing your customer support experience and why you’re excited about Vcomerz through LinkedIn Easy Apply.
Equal Opportunity Employer
* M2R2 LTD is committed to diversity and inclusion. We welcome applications from all qualified candidates, fostering an environment where everyone can thrive.
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