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Perkbox

Posted 2 months ago

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Support Champion

SofiaHybrid

AI Summary

A Perkbox Support Champion acts as the first point of contact for customers, handling queries across phone, chat and email to deliver fast, friendly, accurate support and a personal experience.

About this role

At Perkbox, we’re on a mission to improve lives by transforming how companies support their people. Through our all-in-one platform, we deliver meaningful benefits, recognition, and wellbeing solutions that make a real difference to employees every day.

But it starts with our own people.

We’re building a culture that reflects what we offer—one that prioritises wellbeing, celebrates impact, and empowers growth. If you’re excited by purpose-driven work, fast-paced growth, and creating better employee experiences at scale, you’ll fit right in.

We have opened up our second stage of hiring 1st Line Support Champions to be the voice of the Perkbox experience. You’ll be the first point of contact for our customers, delivering fast, friendly, and accurate support across multiple channels while making every interaction feel personal and valuable.

What you’ll be responsible for:

Deliver Exceptional Customer Experience

  • Provide fast, friendly, and accurate support via phone, live chat, email, and other channels

  • Troubleshoot common platform queries such as login issues, password resets, and navigation support

  • Triage and escalate complex or sensitive queries to the 2nd line team promptly and professionally

Customer Engagement & Product Guidance

  • Confidently guide customers through our products and features

  • Recommend relevant next steps, solutions, or offers based on customer needs

  • Help customers maximise the value of their Perkbox experience

Quality, Performance & Professionalism

  • Meet and exceed KPIs as agreed with your manager

  • Maintain high-quality communication at all times

  • Contribute to continuous improvement by sharing customer insights and feedback

  • Support AI optimisation by providing feedback and suggesting improvements

Teamwork & Ways of Working

  • Work to rotating shifts (8am–6pm weekdays, plus occasional weekends 8am–2pm)

  • Collaborate with colleagues and leaders to deliver a seamless customer experience

  • Participate in training and development opportunities

Skills and experience required:

  • A passion for delivering outstanding customer experiences with excellent communication skills across phone, email, and live chat

  • Strong problem-solving skills and confidence learning new systems

  • Ability to meet KPIs while maintaining quality

  • Comfortable discussing products and recommending solutions

  • Flexibility with working patterns

  • Basic understanding of AI tools and openness to using AI in a support environment

  • Ability to deal with change, uncertainty, and challenging situations with confidence and a positive mindset

Work mode and salary:

  • Hybrid work mode to be in the Plovdiv office a minimum of 2 days per week

  • €15,000 gross per year / €1,250 gross per month

Interview process:

  • Screening interview with the Senior Talent Advisor

  • Online panel interview with the Director of Customer Experience and Customer Service Team Leader

Diversity & Inclusion:

At Perkbox, we’re committed to building an inclusive workplace for all. We welcome applications from candidates of all backgrounds and are happy to provide reasonable adjustments where needed. Your comfort and success matter to us!

Skills

AI ToolsCRMCustomer SupportEmail SupportLive ChatPerceptual TroubleshootingPhone SupportTroubleshooting

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