Customer Support Advocate Jobs

Job description

A bit about MRM Global

At MRM Global, our purpose is to enable the world’s leading consumer brands to increase their sales and reduce wastage.

Research shows that up to 30% of physical marketing materials in the consumer goods industry are never executed and are instead sent to landfill, incinerated, or recycled. This wastes time, resources, money and most importantly has a huge negative impact on the environment.

At MRM Global, we believe there is a better way to support customers with physical marketing. We believe that the future is on-demand ordering, localized content, and distributed production.

Global consumer brands such as Bacardi, Diageo, Carlsberg, and many others use our Brand Creator technology platform to create customized and brand compliant marketing materials that are produced 100% on-demand through our global cloud printing network.

MRM Global is a high growth scale-up business with an ambition to become an industry leading marketing technology company. Since we launched our Brand Creator platform 5 years ago, we have grown rapidly (average year on year revenue growth of 41%) and have expanded into 35 countries. In 2020, we secured a £2.6m investment from the British Growth Fund (BGF) to fund our continued growth with a focus on expanding rapidly in North America.

Our next phase of growth is the most exciting yet as we scale the business globally and we are looking for brilliant people to join us on our mission to fundamentally change the way that global brands deliver their physical marketing.

Our Culture

Our culture reflects our rapid growth and our ambition to be the global market leader. That means that we’re a fast-paced organization where every day is different, and the work is challenging. We appreciate that the scale-up experience isn’t for everyone. We are specifically looking for people who love taking responsibility, challenging themselves and who strongly relate to our 4 core values:

Teamwork: Growing a global company means solving some very difficult problems and we believe working as a team and leveraging the skills of a diverse group of people is the best way to solve those problems. We look for team players with a track record of working with others to achieve amazing results.

Resilience: If you're looking for a smooth ride on a freshly surfaced road, with no diversions, MRM probably isn't for you. We’re looking for people who love a challenge, can handle uncertainty and have the gritty resilience to overcome difficulties.

Humility: Being open to learn and being able to admit when you’re wrong is fundamental to having the growth mindset required at MRM. At MRM we are taking on new challenges every day and we don’t have all the answers. Those who succeed at MRM are humble with a strong desire to develop themselves and be constantly learning.

Authenticity: At MRM we believe it's essential to have genuine connections with team-mates, customers, and suppliers. We look for people that are honest, genuine and can build deep relationships with others based on trust and authenticity.

Title: Customer Support Advocate

Salary: $45,000 - $50,000 dependent on experience

Location: Remote (PST time zone)

Reports to: VP Customer Success USA

What you’ll do:

Our Customer Support Advocates are the first point of contact for our customers, focused on delivering timely, accurate, and professional customer service. You’ll have responsibility for our West Coast customers, supporting them during the hours of 11:00 AM - 7:00 PM PST.

This position requires an empathetic, flexible problem-solver who is passionate about providing actionable solutions. You love working with people, building great relationships with customers and be enthusiastic about training new users.

This role would be ideal for someone with experience in a customer support team who wants to work in a growing business where you will have the autonomy, responsibility and opportunity to make a significant impact.

• Help support and train users following launch with dedicated remote training sessions
• Monitor incoming software reviews and respond to customers when required
• Collaborate with internal teams and customers to gather order details, design assets, or approvals as required for our Premium Design Service
• Ad-hoc administrative support for the operational department
• Test new software functionality before it is live to our customers
• Process Premium Design Orders, maintain the tracker, and request/manage supplier quotes
• Identify software bugs and opportunities for creating new functionality and communicating these to our engineering team
• Work with other internal teams to develop our training strategy and content to drive high platform engagement
• Support North America success manager in proactive customer outreach or follow-up as required
• Provide customers with assistance in using our software or receiving orders
• Answer calls and support ticket requests from our US customers
• Independently identify and escalate urgent issues for resolution

What you’ll bring:

• Tech-savvy and adaptable in navigating online systems
• Exceptional troubleshooting skills, and a passion for problem solving and investigation
• Ability to explain technical information to non-technical users
• Experience working in a customer facing role, ideally in technical support capacity
• Highly organised with excellent time management skills
• Outstanding customer service skills
• Strong IT skills – proficient in Microsoft Office and iPad Apps
• Excellent communication skills in-person and via phone, email and live chat
• Ability to juggle a busy and varied workload, to prioritise tasks and to meet deadlines
• Ability to use own initiative and work under pressure
• Ability to work as part of a team

Not essential, it would be a bonus if you:

• Knowledge of drinks industry or US market
• Previous experience of support ticketing software
• Experience in software training and hosting webinars for external customers

The knowledge and skills we’ve listed represent “the perfect candidate”. No one’s perfect and we know the ‘confidence gap’ can stop brilliant people applying. If you love the sound of this opportunity please apply, we’d love to hear from you.

You could belong here!

No two days are the same and we move fast. We look for people who believe nothing is impossible. People who are willing to roll their sleeves up and try. People who believe different is good and safe is scary.

To deliver brilliant marketing to MRM’s global drinks suppliers and their customers we need to build a company that’s reflective of their diversity. We’re building an inclusive workplace that promotes and values difference, where everyone, from any background, can do their best work and be proud to belong.