Job Description

Company Overview

MyGraduationClip specialises in capturing and preserving graduation moments through innovative video and photography technology. Our mission is to create reliable, user-friendly products that enhance the graduation experience for students, families, and institutions. As a rapidly growing company with a small, agile team, we value curiosity, innovation, and a collaborative spirit. MyGraduationClip services a large number of institutions across multiple continents - aiming to provide the best experience possible in all corners of the globe.

Role

We are seeking a Customer Support Specialist to be the first point of contact for our clients and event participants. You will handle inbound queries via email and our ticketing system, ensuring issues are resolved quickly, accurately, and with a friendly tone.

Reporting to the Operations Lead, you'll not only answer queries but also help improve FAQs, flag recurring issues, and support operational delivery. During quieter months you'll work consistent part-time hours

(between 10 to 20 hours per week)

, and during peak graduation season

(June-August)

you'll have the opportunity to

flex up

with additional hours.

Key Responsibilities

Inbox & Ticket Management

Respond to inbound queries via email and ticketing system. Resolve routine issues such as video/clip delivery problems, event info requests, and user payment questions. Escalate B2B or complex queries to the Customer Relationships Manager or Ops Lead.

Customer Experience

Deliver a warm, approachable, and supportive tone in all communication. Aim for "first-time resolution" -- solving the problem fully in each reply.

Support Processes & FAQs

Use existing templates and FAQs to speed up responses. Contribute new FAQs and improve templates as recurring issues arise. Share insights on common queries with the Ops Lead to help improve systems.

Downtime Activities

Support quality checks on video/clip outputs to catch issues early. Assist Ops Lead with light delivery/admin tasks (e.g., asset organisation, event prep checklists). Prepare for peak season by building templates, automations, and onboarding resources. Support the wider team by testing new features and providing root cause analysis for recurring issues.

About You (Required)

Customer-focused

-- you always put customers first, treating queries, complaints and refunds with the respect and detail that they deserve from a company like MyGraduationClip

Warm communicator

-- especially in writing, with a friendly, approachable style.

Organised

-- aiming for inbox zero! You endeavor to give every query a full and complete response

Problem-solver

-- you solve all queries fully, and take initiative to investigate beyond the surface level question.

Proactive

-- you work to improve FAQs, spot patterns, and suggest process improvements. All of which will improve the support we can provide to our customers.

Adaptable

-- steady in quieter months, flexible to work extra hours during the busy summer season.

Ownership mindset

-- comfortable being the first point of contact and driving support tasks to completion with minimal oversight. Experience with Google Workspace (Gmail, Google Docs), and Slack or equivalent. Minimum

2 years of experience

in a customer support role as part of a small team.

Useful to have

Background in supporting digital media product (video content, image assets, etc) Experience with video editors such as DaVinci resolve or Premiere Pro Experience building or improving FAQs, macros, or template responses.

Key Performance Indicators (KPIs)

Response Times:

Inbox managed daily, within agreed turnaround targets.

First-Time Resolution:

Majority of issues resolved fully without back-and-forth.

Customer Satisfaction:

Positive feedback on support interactions.

Efficiency & Insights:

Recurring queries reduced through better FAQs and processes.
Job Type: Part-time

Pay: 15.00-18.00 per hour

Expected hours: 10 - 20 per week

Benefits:

Company pension Flexitime Gym membership Health & wellbeing programme
Application question(s):

Are you located within 20 miles of Carterton, Oxfordshire? Do you have experience documenting processes and improving FAQs? Please confirm you understand this is a PART TIME role with flexible hours?
Experience:

Customer support: 2 years (required) Google Suite: 1 year (preferred)
Language:

English (required)
Work Location: Hybrid remote in Carterton OX18 1AD