Sparkol makes unique software tools that help people to engage their audience. Our main product, VideoScribe, enables our users to create engaging whiteboard-style animations quickly and easily without any design or technical know-how. It is used by thousands of business people, marketers, illustrators, video professionals, teachers and students, as well as regular folk with stories to tell.

This is a customer-facing role within a small team responsible for ensuring we provide excellent self-service help, account and product support and sales admin support to all our customers and free users.

As well as responding to the daily tickets we receive, this role is responsible for generating useful and engaging help content for our VideoScribe customers, including help articles and tutorial videos.

This role also has the possibility to grow into new areas such as providing customer training and creating assets (images, templates, etc).

Responsibilities:

• Provide front-line support to Sparkol customers in relation to incoming product, account and sales enquiries

• Ensure customer communication is helpful, efficient and in line with the Sparkol tone of voice guidelines

• Ensure there is value gleaned from every interaction (for both parties) and make every contact count

• Create and review help articles and tutorials to ensure they are clear and use the appropriate tone of voice

• Time management is key, you need to be able to prioritise your workload to ensure the standard of service is maintained across the customer success function

• Work with the Head of Customer Success to ensure the team is consistently evolving to improve the level of service we provide

Core Skills:

• A passion for helping people better engage their audience

• Very customer-focussed and an excellent communicator, both verbal and written

• An enthusiastic problem-solver, able to determine the root cause of an issue and articulate an appropriate solution

• Technically competent with knowledge of Sparkol products as well as fundamental knowledge of XML and ability to troubleshoot browser and network issues

• Understanding of image formats, particularly SVGs, and familiarity with video editing/animation

• Fundamental understanding of audio editing desirable

• Experience with CRM systems, particularly Hubspot, desirable

• A self-starter, diligent with a keen eye for detail

• Able to work well under pressure and prioritise effectively

Before you go:

• This is a hybrid role - we enjoy an 'in-office' day on a Wednesday

• Benefits: free lunch Wednesdays, health cash plan, BUPA, death in service, income replacement, bike-to-work and getting to work with an amazing team!

• Sparkol is committed to building a diverse and inclusive team. We encourage applications from people of all backgrounds.

• We conduct background checks on all candidates once an offer has been made.

Job Type: Full-time

Work Location: Hybrid role, required in the Bristol office (BS1 6NL) at least one day a week

Salary: In line with experience.

Please email jobs@sparkol.com with CV and cover letter.