Senior Support Specialist – Team Lead

🚀 Who are we?

At Grip, we’re on a mission to connect people, ideas and opportunities. Our cutting-edge AI-powered Event Success Platform powers some of the world’s leading trade shows and conferences, enabling our clients to create virtual, hybrid, and live experiences seamlessly within a single platform.

Grip is proud to work with 12 out of the 20 largest event organisers globally, and we’re known for our revolutionary matchmaking engine, which has facilitated millions of valuable connections at thousands of events. With a smooth user experience (UX) and a seamless user interface (UI), we provide a familiar and branded experience at every event.

Following our successful $13M Series A funding round in 2021, led by Kennet Partners, we have continued to grow. Our investors include renowned entrepreneurs Brent Hoberman (Lastminute.com, Made.com), Arnaud Massenet (Net-a-Porter), and Jeremy Roche (FinancialForce, Unit4).

🚀 About the Position

We’re on the lookout for a proactive Senior Support Specialist with experience in KPI reporting, support metrics and team leadership. This is a 6-month temporary role with the potential for extension based on performance and business needs. You’ll bring technical expertise in customer support, strong troubleshooting skills and excellent communication abilities to delight our customers.

Joining the Event Support team at Grip means becoming part of a dynamic professional support team that excels in customer service. You’ll assist event participants with our platform via email, live chat, or instant messaging. Things move fast here, so while your main focus will be on supporting our clients and delivery team, you’ll also gain experience across various responsibilities.

In this role, you will:

• Monitor delivery plans, report progress and escalate issues when necessary.
• Prioritise and process requests from event participants, customers and partners.
• Investigate and resolve queries/tickets efficiently.
• Provide technical assistance to customers/partners.
• Maintain accurate service records.
• Ensure secure and private communication/data exchanges.
• Learn our product, support systems, and technology to deliver excellent customer care.
• Liaise with company partners to ensure top-notch service for event participants/customers.
• Collaborate with the operations team to drive positive customer satisfaction.
• Work with the enablement team to enhance our Grip Knowledge Base.
• Provide ongoing reporting on queries and identified trends.
• Working hours for this role require flexibility to accommodate US time zones and occasional weekends.

🚀 Experience and Skills

We’re on the hunt for an exceptional individual who can communicate brilliantly and thrive in a collaborative environment. We highly value a strong cultural fit and a willingness to learn and we offer comprehensive training and support to all team members. Here’s what we’re looking for:

• Proactive – You’re driven to succeed and always looking for ways to make work more efficient.
• Strong Communicator – This role is all about communication. You need to excel both verbally and in writing, listening carefully and conveying information clearly and authentically.
• Collaborative – You’ll work across teams and organisations, so you need to communicate effectively at all levels, both internally and externally.
• Empathetic – You genuinely want to help others and understand their experiences, seeing things from their perspective.
• Growth Mindset – You’re eager to learn and adapt as products, technology, and policies evolve.
• Tech Savvy – You’re comfortable using various communication channels and customer service tools.
• Simplicity Master – You can quickly assess problems and provide the simplest, most effective solutions.
• Experience with KPI reporting and support metrics.
• Familiarity with tools like Hubspot, Jira and Salesforce is a plus, but not required.

🚀 Benefits

• Remote working
• Private health insurance
• Company training sponsorship programme
• Enhanced and inclusive paid parental leave
• Opportunity to shape the future of an industry through AI
• A kind, fun, and ambitious company culture