Product Support Assistant

Product Support Assistant
HeadBox is on the lookout for a Product Support Assistant to join our rapidly expanding team.

We’re the UK’s fastest-growing event tech brand, on a mission to reinvent the global events

industry through technology.

Since our launch in late 2015, we've received £8.2 million worth of investment and we now

employ a team of 35 staff members, based nr Liverpool Street station, London. Our platform,

www.headbox.com and ecosystem of software products unlock brilliant events for bookers,

businesses and venues across the UK, Ireland and Australia.

In 2018, HeadBox was shortlisted for The Sunday Times Tech Track "Ones to Watch" 2018 as well

as being listed for the third consecutive year in Startups UK Top 100, ranking at #9.

The Role
As a Product Support Assistant you will join the HeadBox Product team, working alongside

Product Managers, Designers, Developers, and regularly interacting with team members

across the business. You’ll be the first point of contact for Hosts and Guests using the HeadBox

platform, troubleshooting their issues and escalating where appropriate. It’ll be up to you to

ensure that every support request gets resolved and our customers stay happy. In addition to

providing top-notch customer support, we’re looking for someone to get involved with QA for

our product development teams. This will involve testing software before it is released,

ensuring it functions correctly and matches the specification - helping provide the best

experience for our users.

Responsibilities
Customer Support – own and respond to customer support queries coming in via email and
chat. Triaging issues, raising bugs and ensuring a resolution is always reached.

Product Feedback – identify common problems and trends in customer queries, feeding
these back to the team to help us improve things.

Listing Review – Review and publish new Space listings, liaising with Hosts if their listing is not
quite up to scratch.

Help Centre – Assist with the creation and upkeep of our online Help Centre articles.

QA – support all Product teams by undertaking functional and user acceptance testing,
building a deep knowledge of the platform and being a gatekeeper of the quality of our tech.

Requirements
Great communicator – you’ll be the voice of HeadBox to many of our users, so being a
clear, concise and empathetic communicator with good written English is super
important

Enjoy problem-solving – Whether it’s for our customers or on our product, getting to the
bottom of things is a key part of this job. You’ll need to take ownership, be proactive, and
love to learn

Attention to detail – You’ll be dealing with multiple support requests and projects at any
one time, so you’ll need to be organised and stay on top of the details.

Be great to work with – We’re looking for someone who embodies the HeadBox values of
brilliance, integrity, empathy, and curiosity

Flexibility – You’ll be a key point of contact for our Australian franchise, so we’d want to
agree some regular crossover time with their working hours.

We don’t necessarily require prior experience, but if you have done customer support or
QA before, or used tools such as Zendesk and Jira then that’ll give you an advantage.

HeadBox is 100% committed to building a diverse and representative team. Whatever your
race, religion, colour, national origin, gender, sexual orientation, age, marital status, or
disability - we would love to hear from you.