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Posted: 10/14/2026Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer service excellence, utilizing tools like Intercom to enhance customer engagement and streamline communication. Proficient in analyzing customer feedback and trends to drive continuous improvement in operations.
Highest-signal resume keywords
Customer Service ExcellenceIntercom ExperienceComplaint ResolutionData AnalysisProcess Improvement
About the role
Key responsibilities & impact- Work with the AI chatbot agent to enhance automation, improve response quality, and ensure smooth handovers between bot and human support
- Manage and respond to customer conversations through Intercom
- Own the Trustpilot presence by monitoring and responding to reviews, driving 5-star ratings, and identifying feedback themes
- Respond to customer emails and live chats
- Collaborate with internal operations and cross-functional teams to resolve customer issues
- Handle customer complaints in compliance with internal procedures and regulatory standards
- Identify recurring customer questions and issues and share insights to reduce preventable contacts
- Assist with tracking and reporting customer trends
- Contribute customer observations and feedback to team meetings and improvement sessions
- Support continuous improvement within the Customer Operations team
Requirements
What you’ll need- Passion for providing excellent customer service and creating outstanding experiences
- Strong verbal and written communication skills
- Great attention to detail
- Customer-focused and proactive approach, taking ownership of issues through resolution
- Experience using Intercom or similar customer engagement platforms
- Comfortable using AI tools and technology
- Experience handling and resolving customer complaints
- Ability to manage multiple conversations and tasks in a fast-paced, high-volume environment
- Interest in working with data and customer insight
- Comfortable spotting trends and contributing ideas for process improvements
- Positive, adaptable, and collaborative approach
Benefits
Comp & perks- 10% discretionary yearly bonus and yearly pay reviews based on RVU and personal performance
- Hybrid working approach with 2 in-office days per week and up to 22 working days per year to “work from anywhere”
- Employer matching pension contributions up to 7.5%
- One-off £300 “Work from Home” budget
- Excellent maternity, paternity, shared parental and adoption leave policy
- 25 days holiday, increasing with years of employment to 30 days, plus 2 days “My Time” per year
- Private medical cover
- Critical illness cover
- Employee assistance programme
- Healthy learning and training budget
- Electric vehicle scheme
- Cycle to work scheme
- Regular team and company-wide events
- Option to opt out of Metaview interview recording and transcription
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer EngagementComplaint HandlingTrend AnalysisReportingAutomation Enhancement
Soft Skills
Strong Communication SkillsAttention to DetailCustomer-FocusedProactive ApproachCollaborative
Tools & Technologies
IntercomAI Tools
Industry Keywords
Customer OperationsRegulatory ComplianceCustomer InsightsContinuous Improvement