About this role

Deliver outstanding customer support via email, chat, and phone, embodying Felix's commitment to excellence.
Ensure all tasks are completed within service level agreements (SLAs) to maintain high service standards.
Gather and analyse customer feedback to help build a better way forward, communicating insights to internal teams.
Support the development and upkeep of training documentation to empower both customers and team members.
Contribute to the creation and enhancement of Help Centre resources, including help articles, FAQs, guides, and video content.

A quick learner, able to master new systems and tools, with a genuine interest in software.
Strong written and verbal communication skills, with the ability to build rapport and trust with customers and team members alike.
A collaborative spirit, capable of working both independently and as part of a multi-region team.
A proactive problem-solver, curious and committed to continuous learning and improvement.
Thrives under pressure, maintaining focus and delivering results even in challenging situations.

Customer Support Officer

Key skills