Customer Success Executive

Job title: Customer Success Executive Business unit: Commercial Line Manager: Head of Customer Success Direct reports: None

Rotational Shift No. of days working: 5 Days Days: Monday - Friday Timings: 7.30 AM - 4.30 PM 5.00 AM - 2.00 PM

Role outline Quantaco helps hospitality businesses achieve better outcomes by embedding technology into our services. We work with leading third-party platforms such as Deputy, Lightyear, and Oracle NetSuite, alongside developing our own proprietary SaaS solutions. As a Customer Support Executive, you'll be the first point of contact for our clients, ensuring they receive the help they need to deliver exceptional customer experiences. This role combines Tier 1 Tier 2 support with internal administrative assistance for our Customer Success team, ensuring new and existing customers receive consistent, high-value care.

Key Responsibilities • Help customers become confident, expert users of Quantaco's technology. • Triage and resolve first and second level customer support issues. • Escalate complex issues to second- and third-level support teams through technical diagnosis. • Create and maintain customer support FAQs, playbooks, and knowledge base articles. • Assist the operations team in resolving customer issues promptly. • Perform data entry tasks with high accuracy and efficiency. • Identify repetitive tasks and clearly document them for automation opportunities. • Support the team and test new features before they go-live to ensure everything is working smoothly.

Skills, knowledge, and experience ▪Three years in an support role, demonstrating the ability to prioritise work and deliver tasks against agreed timelines and a high degree of accuracy. ▪Process orientated, happy to follow set procedures and complete tasks in a prescribed manner to ensure completeness. ▪Time Attendance systems, such as Deputy or Employment Hero or HubSpot CRM knowledge is an advantage. ▪High level of interpersonal communication skills, spanning verbal, written and electronic.

How to apply? To be considered for this role, you must complete 3 steps:

1. Apply to this job and upload your resume
2. Complete the Skills Tests for this role You must follow the link below and complete the testing assessments. The first assessment is a Skills Test, to assess your technical ability and numerical reasoning.
3. Complete the Psychometric Test for this role If you successfully clear the Skills Test, you will be redirected to a Psychometric Test to assess how you think and make decisions. To complete these tests, you must go to https://es.peoplogicaskills.com/es/quiz?testId=d46a502d37e98254 and complete the assessments. If you do not complete the assessments then you will not be considered for the role.

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