Online Support Coordinator

Provide first-line support for non-travel digital queries raised via the Ten Platform
Troubleshoot activation links, login difficulties, forgotten passwords, navigation queries, and functionality errors
Investigate and resolve failed digital bookings and errors involving dining, events, tickets, and benefit redemptions
Handle changes, cancellations, and amendments to digital dining, events, and benefits requests
Communicate with members by email or chat with clear, empathetic, timely, solution-oriented responses
Log member feedback in CRM and identify usability trends or recurring issues for escalation
Manage event fulfilment, including guest-list verification, invitations, confirmations, data accuracy, and member communication
Administer benefits and offers by validating eligibility, issuing redemption codes, processing claims, and ensuring correct application
Liaise with partners and suppliers to resolve issues, validate inclusions, and elevate discrepancies
Track proposition uptake, member feedback, recurring issues, and improvement opportunities
Use Ten Platform, Ten Maid, Jira, supplier portals, CRM, Genesys, Microsoft Office, Tableau, and reporting dashboards
Raise Jira tickets for platform, API, or system errors and work with App Support/Engineering
Maintain accurate data logs and CRM updates in line with compliance and quality standards
Perform regular checks on proposition journeys, functionality, eligibility, and member experience consistency
Resolve escalations professionally, with ownership and urgency
Analyse performance and activity through Tableau or equivalent reporting tools
Support platform optimisation through product feedback and enhancement recommendations
Contribute to improving SLAs, TATs, and satisfaction metrics
Support testing of new platform features, benefits, and proposition journeys
Undertake other reasonable role-aligned tasks

• Fluent in English, written and spoken
• Minimum 2 years’ experience in digital customer support, platform support, or a similar operational environment
• Strong research, problem-solving, and investigation skills
• Excellent written communication, including grammar, structure, tone, and clarity
• Proven experience delivering outstanding service to premium or high-expectation customer groups
• Ability to work independently, prioritise tasks, and manage deadlines effectively
• High level of discretion when handling confidential information
• Strong organisational skills and ability to handle multiple streams of work simultaneously
• Full-time availability for 40 hours per week
• Availability for Monday–Friday, Tuesday–Saturday, or Sunday–Thursday schedules according to business demands
• Flexibility for early or late shifts
• If living within commuting distance, willingness to work in a hybrid arrangement with up to 60% home office
• Secure home office at confirmed address, free from background noise and distractions
• Internet service meeting minimum requirements and completed speed check

Demonstrates expertise in digital customer support, including troubleshooting, issue resolution, and effective communication with members. Proficient in using CRM systems and reporting tools to enhance user experience and operational efficiency.

• Digital Customer Support
• Troubleshooting Skills
• CRM Management
• Excellent Written Communication
• Data Analysis

• Troubleshooting
• Data Analysis
• Issue Resolution
• Platform Support
• Member Communication

• Problem-Solving
• Organizational Skills
• Empathy
• Independence
• Flexibility

• Digital Queries
• Event Fulfilment
• Member Feedback
• Usability Trends
• Compliance Standards

• Ten Platform
• Jira
• CRM
• Genesys
• Tableau
• Microsoft Office