Account Executive; Customer Support

Role:
Account Executive (Digital Customer Support)

Hybrid working:
You will be working in our Canary Wharf office 3 days a week with 2 days a week working from home.

Perks:
You will benefit from perks such as free wellness events, staff socials, work from anywhere scheme, monthly progression reviews and an amazing office - located in Canary Wharf.

The role is split into 2 parts, Customer Support and Account Management. This hybrid role requires knowledge within both Customer Service (we use Sprinklr, Zendesk, Freshdesk, Gorgias and Agora Pulse) and Account Management - in order to grow the business sustainability with our clients. To be successful in this role, you will need to have strong writing, organisation and communication skills.

As well as previous experience within digital customer service, managing teams of support agents, high accuracy, communicating with brands online and a deep passion for customer success.

• Knowledge of Digital Customer Service for high profile clients.
• Managing complex resource requirements and teams of customer service agents.
• Hiring and managing new team members quickly and efficiently.
• Prior use of Zendesk, Freshdesk, Gorgias and Agora Pulse for Community Management and Digital Customer Service (or similar tools).
• Prior use of voice, phone support platforms (Ringover).
• Understanding of Digital Customer Service, Social Media Community Management, Voice Support and how it works for brands.
• Organisational and Account Management practice for managing clients.
• Understanding of how to use social reporting and listening tools, including presenting analytics to clients.
• Able to work in a fast-paced, start-up oriented environment.
• Identifying opportunities through both developing existing relationships and approaching new clients within your sector.
• Excellent written and verbal communication skills with clients, with strong presentation skills.
• Superb time and project management.
• Copywriting and proofreading.

• Managing, briefing and coordinating Community Management responses generated from our client accounts on a daily basis.
• Managing, briefing and coordinating phone support.
• Reporting into Senior Account Management team.
• Manage the day-to-day Community Management on client accounts.
• Effectively responding to all Community Management responses, including social media, live chat, phone, email support and booking system alterations.
• Time tracking and reporting on client social media account usage.
• Pro-actively escalating and spotting potential PR threats, and following moderation briefs.
• Reporting on performance and analytics of Community Management.
• Reporting on phone support analytics.
• Creation of Community Management analytic presentations where required.
• Creating case studies from client work undertaken.
• Undertaking Community Management work in relation to new briefs, audit and strategy, plus associated admin tasks.

• Effectively responding to all client enquiries and requests (training provided).
• Initiating and sustaining relationships with clients and prospects, as assigned to you by your Account Manager.
• Reporting on performance and analytics of Community Management performance to clients.
• Managing and setting up all customer support platforms for new clients.
• Recruiting, managing and growing a team of freelance Community Managements and Account Executives who over time will assist you in delivering your business objectives.
• Initiating and sustaining relationships with clients and prospects (We would envisage a 50:50 split between Customer Support and Account Management to begin with, this is subject to change at any time).
• Confidence in training a team of agents remotely and in-person, ensuring accuracy remains consistent on all client accounts.
• Generating new business ideas and case studies that can be quickly turned into new sales leads the business.

• Setup and deliver live AI demos for both live chat and voice AI solutions to prospective and existing clients.
• Collaborate with the AI Product and Development teams to test, refine and roll out AI-powered tools and automations (e.g., Smart Replies, AI Summaries, Sentiment Detection, and Workflow Automations).
• Train client teams on how to integrate AI effectively into their existing customer support workflows.
• Lead internal AI initiatives across Socialbear, championing innovation and driving adoption of new AI tools and features.
• Identify opportunities to enhance efficiency and reduce costs through AI-driven automation without compromising quality.
• Collaborate with marketing and analytics teams to produce compelling AI success stories and case studies for new business pitches.
• Monitor and analyse AI performance metrics, presenting insights to clients and senior leadership.
• Stay up to date with the latest AI developments across customer experience, automation and community management tools.

• Effectively responding to all client inquiries and requests promptly & effectively
• Ensuring accuracy…