The Company:

Zapmap is the UK’s leading app and digital platform for Electric Vehicle drivers, enabling them to search for charge points, plan journeys, pay for charging and share insights with other drivers. Our mission is to make charging simple and, by doing so, accelerate the transition to electric vehicles and zero-carbon mobility.

Zapmap’s platform serves more than 300k monthly active users across its web and mobile products. We also provide research and insight, news and tools to support current (and prospective) EV drivers.

We are the go to data source for the EV charging industry and, with over 10 years of industry experience and several unique data sets, offer a range of B2B services including promotion, content, data, and market insights.

The role:

We are looking for a Customer Support Executive to join a small dedicated and enthusiastic Customer Support team to support our Zap-Map users and provide 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. The role is part-time but as we grow there is a possibility the hours could increase, and the role is on a 6 month contract which is likely to be extended.

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
• 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
• Strong attention to detail
• Quick to pick-up instructions
• Great problem solving ability
• 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: 9 hours per week with possible opportunities for overtime

Pay rate: £12 per hour

Contract Length: 6 months initially with scope for extension

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.