Job Description

About Us:

Mobile Rocket, a market leader in recruitment candidate management systems, is experiencing unprecedented growth. Headquartered in Newton Aycliffe, we have established ourselves as a world-class SaaS business over the past five years. Our innovative solutions cater to recruitment leaders in top-tier companies, addressing their most significant challenges in candidate placement and revolutionising their recruiting culture. We pride ourselves on our dynamic, collaborative team and a culture that thrives on innovation and customer success.

Position Overview:

We are seeking a dedicated and enthusiastic

Customer Success Specialist

to join our team during this exciting expansion phase. In this role, you will leverage your experience to support and onboard our SaaS customers, ensure they have a seamless experience with our highly disruptive product, and drive customer satisfaction and growth. As the bridge between the customer and our technology, you'll be instrumental in helping clients achieve their goals with Mobile Rocket. Please note: this position is based in

Newton Aycliffe

and is primarily in-office. We do offer some hybrid flexibility (e.g. occasional remote days or hybrid schedule after probation), but candidates

must be local or able to commute

to our Newton Aycliffe office for the majority of the work week.

Key Responsibilities:

Customer Training & Onboarding:

Conduct engaging training sessions to educate customers on the features and functionalities of our SaaS product. Guide new clients through the end to end onboarding process, ensuring they can maximise the benefits of our solution from day one.

Customer Support:

Provide responsive, high-quality support to our customers. Handle incoming support calls and emails, and manage customer inquiries through our ticketing system to ensure timely and effective resolutions to all customer questions or issues.

Relationship Building:

Cultivate strong relationships with customers by understanding their unique needs and challenges. Proactively engage with clients to gather feedback and identify opportunities for improvement in our services, fostering a sense of trust and partnership.

Account Growth & Retention:

Monitor customer usage and satisfaction indicators to identify opportunities for customers to gain even more value from our product. Recommend additional features or upgrades when appropriate and coordinate with the Sales team to facilitate upsells that genuinely benefit the client. Assist in renewal processes, ensuring customers continue their partnership with Mobile Rocket and achieve long-term success with our solutions.

Collaboration:

Work closely with cross-functional teams, including Sales and Product Development (as well as our Customer Success Manager), to advocate for your customers. Communicate customer feedback, recurring issues, and feature requests to the product team to drive continuous improvement. Partner with the Sales team on upsell opportunities and with other internal stakeholders to ensure a cohesive and quality experience for our clients.

Qualifications:

Experience:

2+ years of experience in customer success, customer support, or a related client-facing role. Experience in a

SaaS

environment is

preferred

but not mandatory - we welcome candidates who have proven customer service skills in tech or similar industries.

Communication Skills:

Excellent verbal and written communication skills with a friendly, professional demeanor. You can confidently present ideas and explain technical concepts to non-technical users in an easy-to-understand way.

Technical Aptitude:

Comfortable with technology and quick to learn new software tools.

Experience with support/ticketing systems

is a strong plus, as it will help you hit the ground running in managing customer inquiries.

Problem-Solving:

Strong analytical and problem-solving abilities with a

customer-centric mindset

. You approach challenges from the perspective of the customer and strive to find win-win solutions.

Proactive Mindset:

A proactive, self-driven approach to work. You take initiative to engage customers, anticipate their needs, and are not afraid to suggest additional solutions that will help them succeed (for example, recommending a useful product add-on if it meets their needs).

Team Player:

Excellent interpersonal skills and the ability to work collaboratively in a team environment. You're able to juggle multiple tasks and prioritise effectively, and you know when to reach out to colleagues for input to best serve the customer.

What We Offer:

Opportunities for Growth:

A chance to develop your career in a high-growth SaaS company. You'll receive ongoing professional development and mentorship, with clear paths to advance in Customer Success or other roles as we continue to expand.

Innovative Environment:

A collaborative and innovative work culture that embraces new ideas. You'll be joining a friendly, passionate team that celebrates successes and learns from challenges together.

Flexible Work Arrangements:

Primarily an in-office role for hands-on team collaboration and learning,

with hybrid options available

(e.g. one or two days remote per week) once you've passed probation and are fully up to speed. We trust our team and value work-life balance - our goal is to accommodate occasional remote work while maintaining our strong in-person culture.

Competitive Benefits:

We offer a competitive salary (plus bonus potential tied to team performance), along with benefits like a company pension plan, paid holidays, and an employee wellness program. You'll also enjoy team events and a modern office space with convenient transport links and amenities.

Impactful Work:

The opportunity to be part of a company that is transforming the recruitment landscape. Your work will directly impact how recruitment agencies and companies place candidates more efficiently -

you'll play a key role in reshaping the future of recruitment technology

and supporting our clients in making a difference in their industry.

How to Apply:

If you are passionate about customer success, have a keen interest in technology/SaaS, and want to be part of a company that is transforming the recruitment culture, we'd love to hear from you! Please submit your CV and a brief cover letter via Indeed. In your cover letter, tell us a bit about your experience and why you're excited about helping customers succeed at Mobile Rocket.

Mobile Rocket is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, age, or any other characteristic.

Join us in delivering world-class success to our customers and

reshape the future of recruitment technology

at Mobile Rocket!

Job Type: Full-time

Pay: 28,000.00-38,000.00 per year

Benefits:

Gym membership On-site parking
Work Location: In person