Customer Support Agent

About Forest

Forest is London's leading sustainable shared e-bike operator, recognizable by its tree-themed bikes. We aim to make urban mobility greener by combining affordability with environmental responsibility, offering up to 30 free minutes per ride funded through advertising partnerships. As we expand rapidly, we are committed to helping cities transition to eco-friendly transportation.

Role Overview

We are seeking a warm, dedicated, and excellent communicator to become our Support & Community Champion. In this role, you will be the primary contact for our users, addressing their inquiries and resolving issues via phone, email, and live chat. We value authentic interactions and strive to keep our communications friendly and engaging.

Key Responsibilities

• Serve as the primary point of contact for new and returning customers through multiple communication channels including email, phone, and live chat.
• Gather and relay customer feedback to the internal teams to inform potential improvements in operations, product features, and technology.
• Proactively monitor live rides to identify and offer support to customers who may need assistance.
• Carry out administrative duties such as verifying customer identities, managing damage reports, and concluding rides abandoned by users.
• Promptly detect and report any technical issues or bugs to the relevant team members.
• Contribute to shaping the company's culture and communication style by bringing fresh perspectives.
• Assist the Senior Support & Community Manager with various ad-hoc responsibilities as needed.

Candidate Profile

• Possess 1-2 years experience in a B2C customer service position.
• Exemplary verbal and written communication skills.
• Proactive approach to identifying and mitigating potential problems before they arise.
• Tech savvy with the ability to quickly learn new software and systems.
• Able to work independently as well as collaboratively within a team and adapt effectively to changing circumstances.
• Strong emotional intelligence, capable of empathizing with customers, including those who are frustrated.
• Exceptional attention to detail and well-organized in task management.
• A positive attitude and sense of humor, making work enjoyable.

Additional Desirable Skills

• Experience collaborating across departments such as Technology, Marketing, and Operations to resolve customer concerns.
• Flexibility in working hours with availability for overtime when required.

Work Schedule and Location

• Monday to Friday, from 8am to 4pm.
• Position is fully remote within the UK.

Benefits and Perks

• Complimentary Forest bike rides for the employee and one guest, if based in London.
• 25 days of annual leave pro-rated plus bank holidays.
• Private medical insurance and health insurance cash plan.
• Access to therapy and career coaching via the MYNDUP program.
• An annual personal development allowance.
• Enhanced parental leave policies.
• Regular social events.
• Birthday day off to celebrate.
• Childcare salary sacrifice scheme.

Equal Opportunity Statement

Forest is committed to fostering an inclusive workplace where diversity is valued and discrimination of any kind is not tolerated. Applicants are encouraged to share their pronouns if they wish, and the company welcomes requests for reasonable adjustments to the application process to accommodate disabilities, neurodiversity, or other needs.

Join Us

If you want to contribute to building a greener future and be part of an ambitious, fast-growing team, apply to join Forest and help us reForest the world together!