Customer Support Agent | Remote & Part-Time

Key Responsibilities

• Be the first point of contact for customers, and proactively solve any customer's problem

• Respond to email, chat and social media using the customer support platform, Zendesk

• Find opportunities to turn enquiries into sales

• Raise game issues with the Game team to be fixed

• Follow HiddenCity’s established processes and guidance to meet Customer Support objectives - documentation and full paid training provided

• Work remotely, using your own laptop and internet connection

NB. HiddenCity is a start up, and from time to time may have other work available to support the business, for example creating social media posts or supporting corporate bookings. If you might be up for other work, depending on availability and suitability, do let us know when you apply.

About HiddenCity

HiddenCity create thrilling real-world adventure games, where players solve clues sent to their phones, as part of an unfolding story across the city. Experiences are critically acclaimed, with customers rating HiddenCity 4.7 stars out of 5. Games have been covered by BBC News, Time Out London, Metro, Evening Standard, Radio Times and more. HiddenCity partners include The Guardian, Eastpak, the City Of London Corporation, and EON Productions. The company's most recent game is 007: Shadow Of Spectre, a collaboration with the James Bond film franchise. Find out more about the games on the company website.

Following the recent growth of the company we are looking for someone to join the team to help us manage the increased operational demands of the business.

Benefits

• Join a friendly team.

• Complimentary tickets for HiddenCity games for you and your friends.

• Opportunity to work remote or come into the office.

Company culture

We seek to create exceptional experiences, reconnecting people with their inner child, through play. We achieve this through experiences that aim to immerse people in an alternative reality. Subtle things are important, and we convey this through considered branding.

You can expect to join a friendly team that divides their time between focused, thoughtful work and lively collaboration. Typically we split our working week between the office - a coworking space - and remote working, to allow for varied preferences.

The company adopts a philosophy of encouraging team members, once skilled in their job, to present their considered solutions to problems.

We value process, to prepare the groundwork for scaling the business, and make it easier for people to hand over their roles. We have a company-wide workflow process based on kanban.

We operate on a principle of near 100% transparency: almost all company information is accessible to all team members, including performance and pay. We aim for fairness, equal opportunity, and respect. You are expected to challenge, and be challenged, and, if needed, respect the final decisions of managers.

Feedback from the team on culture includes "welcoming", "thorough", "ambitious", "loving of data", where there "always seems to be the opportunity to learn something new", and feeling "supported by any and all members".