Customer Support Executive (part-time and fluent in French)

With the increase in EVs and demand for EV charging, along with our international expansion plans, we are looking to enhance our customer support team with a part-time Customer Support Executive. You will join a small dedicated and enthusiastic Customer Support team at a very exciting time as we expand our app to become International. The role is all about helping and supporting our Zapmap users and providing the best possible customer experience. Most customer queries come through via email, and will involve you resolving queries using our triage processes, as well as collaborating with a wide range of other specialist teams. Another important area of the role is making sure certain public platforms are monitored and responded to - this includes our app reviews and our own Café within our app, where the EV community can ask questions.

We have already taken our first steps into Europe by launching our app to English drivers in France, Germany and the Netherlands, and we are also set to launch the app in America. By the end of this year Zapmap will have also launched our app in French and we are therefore looking for someone who is fluent in French. This important role will also have a wide scope with opportunities to support other teams with their French speaking needs, such as Marketing and Product. Currently the role is part-time but as we grow there is a strong possibility the hours could increase or become full time.

Key responsibilities:

• Answer all incoming support queries within our agreed timeframes ensuring tickets are correctly tagged for reporting purposes
• Use the Zapmap app to troubleshoot queries and raise any bugs found in the appropriate way
• Liaise with a wide range of team members using our instant message tool (Slack) to seek advice from other specialist teams
• Take the necessary action to complete any account deletions ensuring requests are dealt within our permitted timeframes
• Monitor and respond to our Café users when required, and take the appropriate action on any content breaking our Terms and Conditions
• Suggest improvements to processes and help to propose new email templates to ensure we are answering customers efficiently and correctly
• Respond to app reviews with a focus on improving our app score ratings
• Assist the Customer Operations Manager with the validation and set up of our email system (Freshdesk) to be able to operate in French
• Lead on answering tickets in French and support other customer support staff with French tickets as required
• Translate and /or proof read French website translations to assist the Marketing department if required
• Assist the Product team as needed with translations for the French version of the app 
• Any other responsibilities as required within your skillset

Required skills:

• Excellent written communication skills
• Happy dealing with customers with a genuine desire to solve their issues
• Fluent in French
• Strong attention to detail
• Quick to pick-up instructions
• Great problem solving skills
• PC literate (Microsoft Office and/or G-Suite)
• Comfortable with technology / digital tools
• Able to work remotely from home (you’ll need a stable internet connection and a quiet place to work)

Nice to have:

• Customer support experience
• Interest in the environment

Hours of work: To be discussed - up to 15 hours per week with scope to increase as we scale up and opportunities for overtime

Contract Length: 6 months initially with scope for extension or to become permanent

Holiday allowance: Pro-rata'd based on 25 days plus 8 bank holidays a year for a full time staff member

The EV market is growing at an extraordinary pace. Working at Zapmap means working in a dynamic and innovative organisation, where new ideas and developments need to be actioned and deployed quickly, with each day bringing new challenges. As one of the leading aggregator businesses in this space, you’ll have the chance to actively contribute to a more sustainable future.

We believe that finding a candidate with the right attitude and aptitude for the role is more important than the hours worked or specific prior experience. So please get in contact if you feel that you would excel in this role, even if you don’t tick every box on this job description or aren’t able to work in a full-time capacity.