Live Chat Specialist

hackajob is collaborating with Street Group to connect them with exceptional professionals for this role.

Location:

Manchester (Hybrid, up to 2 days WFH) | Salary: £25.5k - £27k

Street Group is one of the fastest-growing Prop Tech companies in the UK. We want to be the leading creator of delightful experiences for everybody involved in buying, selling, renting and letting property, regardless of their involvement. Our aim is to improve the industry by elevating UK Estate Agencies through world‑class technology.

By joining us you will help improve the property industry for everyone by ensuring our clients love our software and helping them navigate the system. You will work closely with other teams across the business, give feedback on product development and technical issues, and support launches of new product features, keeping  best‑in‑class.

On a day‑to‑day basis you will be the go‑to support for our clients, providing live‑chat support, building product knowledge, troubleshooting issues and assessing the best course of action to resolve problems. As your product knowledge grows you will take on more responsibility, dealing with more technical incidents.

• You have commercial experience in either a live chat or IT support role, with a keen interest in technology.
• You’re confident in holding conversations with the wider Street Group team as well as clients, managing expectations and asking the appropriate questions to build a full understanding of the problem.
• You have a passion for technology and websites and an enthusiasm for developing this knowledge even further.
• You’re a self‑starter who can take initiative where required.
• You’ll have outstanding communication skills, both written and verbal.
• You feel confident working with a variety of stakeholders (internal and external, technical and non‑technical).
• You’re highly organised and experienced at time management and prioritisation.
• You’re calm and collected under pressure whilst keeping a happy and positive mindset.
• You’re adaptable to each issue dealt with and truly take pride in your work.

• Become a  expert.
• Act as the first line of support for any incoming questions or queries that our customers have, predominantly via live chat, but sometimes via email, phone or video call.
• Know when to escalade more complex tasks to our Street Engineering teams.
• Proactively build your knowledge of our products  and Bridge.
• Ensure customers understand and make the most of the latest product updates/releases.
• Work with a variety of customers from small independents to large multi‑branch estate agencies.
• Respond to system bugs reported by clients and escalade this to the development team where necessary.
• Obtain customer feedback and feature requests and ensure these are communicated appropriately to the development team.

Research has shown that women tend to rule themselves out of applying for jobs unless they meet 100% of the requirements. If you fall into that category and are about to rule yourself out based on the above criteria, please consider applying anyway. We’d love to see your application!

• Hybrid‑working – you can work from home up to 2 days per week.
• Guilt‑free R&R – £1000 towards a holiday after your first year with the team (tax covered).
• Culture that supports your development and encourages growth.
• £500 yearly learning & development budget.
• Birthday paid.
• 2 paid days volunteering on us.
• Enhanced maternity, paternity & adoption pay.
• Mental health & well‑being support via Health Assured.
• Regular well‑being initiatives.
• Joining a new team in an exciting business with huge ambition.
• Everyone in our team is passionate about improving the entire property industry.
• A chance to work on cutting‑edge technology.
• Comfortable, relaxed office space – office dogs welcome.
• Fully stocked fridge and beers on us every Friday afternoon.
• Company and team off‑sites, events and happy hours.
• Cycle to work scheme.
• Electric car salary sacrifice scheme.
• Feel good about sustainability – we are a climate‑positive company.

Up to £27,000, dependent on experience. However, sometimes the perfect person is far…