Customer Happiness Associate Customer Service

Yoto

Yoto is an interactive audio platform founded by experienced entrepreneurs that aims to change the way children access audio content. The Yoto ecosystem revolves around a curated library of stories, music, activities, sound effects, podcasts and radio. Children listen to the content on Yoto Player, a safely connected speaker that is controlled using physical cards with NFC technology. Additionally, the Yoto App allows parents to retain a level of control, enabling volume control, remote play and more.

We launched our first hardware product, Yoto Player, on Kickstarter in November 2017, reaching its funding target after only 5 days, and receiving a Red Dot Design award in the process. The product shipped for Christmas 2018 to a great customer reaction. Our content partners include Roald Dahl Story Company, Penguin Random House, Hachette, Macmillan, Harper Collins, Sony Music, Naxos, Storynory and more. Luke Kelly, grandson of Roald Dahl and MD of the Roald Dahl Story Company, is on our board, and we are well-funded – backed by leading investors.

At the start of 2020 we relaunched Yoto Player. Since then, and despite certain major world events, sales have been doubling (and sometimes tripling) MOM, we’ve launched UK and US websites, won multiple awards including TIME’s Best Invention 2020, had a tonne of good press and reviews across the world and started to build some great buzz.

The Yoto Team

We’re a small, creative, tech-savvy team with a passion for technology, education, music, audiobooks and podcasts and are bringing that experience and passion to the world of audio entertainment and learning for children. As a start-up we don’t revel in office politics and endless meetings and want to make our products and our service truly delight our customers.

We all love what we do. We are based in London with a small office between Kings Cross and St. Pancras, but due to COVID-19 are currently 100% remote working. In normal times flexible working hours and/or remote working are standard. Many of the team are parents and we truly understand that life and work need to work together.

The Customer Happiness Team

We are fortunate to have a wonderful growing community of Yoto customers. Many have helped us get to where we are today, and many more will help us reach future milestones. They are the most important part of Yoto, 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 a variety of different places including email, live chat and social media. The main aim of the team is to provide unparalleled service across all platforms. As we are growing fast with customers across the globe, we are increasing the number of people within the team so that we can give our customers 24 hour support.

The role

We’re looking for a full time Customer Happiness Agent to join our Customer Happiness team. You will play a key part in delivering a consistency in our language and approach across all platforms by all our customer facing teams, you will improve your abilities through training and support from Yoto and improve the service to our customers through your approach and the help you provide, and improve our products through the feedback you give to our management, development and technical teams through the systems you use.

Our focus is on finding someone outgoing, positive and team-minded who is able to communicate easily and effectively with customers. You may have customer support/happiness experience (ideally with experience of ‘connected’ products) but this is not a pre-requisite.

Key responsibilities include:

• Following, developing, and team training in all areas of our Happiness policy
• Working with the Marketing team to present a consistent approach across all customer facing responses
• Live chat and email/ticket support to all Yoto customers for all current and legacy products following brand guidelines, language and approach
• Social media support across all channels
• Providing service cover to agreed levels/hours and being adaptive as required for seasonal peaks
• Meeting activity targets and logging customer feedback to allow product and experience improvements
• Pre and post-sales first line technical advice and support to all Yoto customers, with knowledge base and assistance from Yoto technical team
• Use, development and addition to our support knowledge base to improve online articles and support items for both in-house and customer use
• Arrangement of returns and replacements for customers
• Work effectively while remote to the office, as well as potential office-based work/visits, and to agreed hours of cover

Must have:

• Ideally, but not a pre-requisite, 2 years in a similar role
• Proven history of team, policy and process development
• Customer obsessed, with an ability to communicate clearly, politely and in a literate yet friendly manner
• Good pro-active solution proposals, acting to ensure customer happiness
• The ability to to clearly and empathetically resolve technical matters with customers
• Be comfortable working remotely using a variety of cloud-based software solutions
• A friendly, outgoing, personable with a hands-on mentality, willing to roll your sleeves up, and deliver to agreed targets
• Ideally, but not a prerequisite, Zendesk/Hubspot/Gorgias or similar help desk solution experience, also for Shopify
• Multi-language preferred
• Must be able to commit to shift work to enable 24 hour cover

Benefits:

• Competitive salary
• EMI share options
• Fully flexible working