Technical Support Specialist, Community

Ffern is looking for a Tech Support Specialist, Community - to assist our customer service operations. The role will form part of our core Community team and will be a hybrid role blending exceptional customer service with a keen eye for technical troubleshooting. You'll become the resident expert in everything Ffern – from our unique fragrances and ledger memberships to the underlying systems that keep our customer experience seamless.

Your primary mission will be to identify, diagnose, and resolve customer-facing technical issues. You will become the primary point of contact for all technical issues escalated by the wider customer service team. 

While there will still be a strong emphasis on helping with direct customer support, especially during our seasonal releases, your focus will gravitate towards these technical challenges. 

Key Responsibilities 💼

• Technical Issue Resolution: Act as the first line of technical support for customer-reported system issues (e.g., login problems, return label generation errors, payment gateway glitches). Investigate, diagnose, and resolve these issues using internal tools and your understanding of our platforms. Where direct resolution isn't possible, provide detailed, actionable insights for our dev team.
• Customer Experience: Engage directly with our customers via email, providing insightful and empathetic support that often involves guiding them through technical processes or clarifying system functionalities. Maintain Ffern's distinctive tone of voice while solving problems.
• Continuous Improvement & Bug Spotting: With your finger on the pulse of customer interactions and system quirks, you'll be instrumental in identifying recurring technical issues, potential system improvements, and areas where our digital customer journey can be enhanced. Organise and report on key findings, contributing directly to product and process development.
• Internal Communication & Escalation: Proactively flag and escalate critical technical issues to the relevant development teams, providing comprehensive details for swift resolution. Collaborate closely with the wider Community team, sharing insights and ensuring our Customer Service KPIs are met consistently.

Requirements

• Technical Acumen & Problem-Solving: A demonstrable aptitude for understanding digital systems, diagnosing technical issues, and finding practical solutions. You're naturally curious about how things work and enjoy unpicking complex problems.
• Energy: A genuine passion for brands, excitement about the Ffern project, and an unwavering dedication to making our customers happy.
• Writing Skills: Excellent written and verbal communication skills, with an ability to confidently embody Ffern’s unique tone of voice, even when explaining technical concepts.
• Target-Driven: Thrives in a fast-paced, dynamic environment, capable of juggling direct customer interactions with in-depth technical investigations.
• A Passion for Fragrance: We live and breathe fragrance at Ffern - so the more you know, the more you care, and the more you love it, the better!
• Proficiency in a second European language is preferable, but not essential.

The Interview Process 🚀

1. Meet & Greet Call with a Talent Partner
2. Technical Take Home Task
3. Hiring Manager Call
4. Studio visit: Meet and Greet the wider team, meet the Head of Community

Benefits

• Competitive salary: Experience-dependent.
• Healthcare: Private healthcare is offered as standard.
• Holidays: 25 days holiday + bank holidays, growing by 1 day per year spent with us.
• Remote work: All full-time London studio roles are three days a week in the studio, with two days flexible (team lunch at a top Hackney eatery included if you come in on the flexible days).
• Ffern membership: All of our team are members of the Ffern ledger.
• Team dynamic: A fun, laid-back, and sociable team with regular meals, breakfasts, drinks, and outings.
• Beautiful work environment: We work from a pair of light-filled studio spaces near Columbia Road with state-of-the-art kit, MacBooks as standard, and breakout spaces.

N.B. Ffern is growing fast, with a plethora of exciting projects on the horizon. This means our roles are somewhat flexible. If you don't tick every box, but feel passionate about what you could bring to the table, please do apply.