Customer Service Agent - Weekend

Hours & Location:

Evening shift - Saturday to Sunday, 4pm - 12am

Location: Remote in the UK

A bit about Forest

We’re Forest. You know, those shared ebikes in London that look like trees. We’re London’s most sustainable shared ebike operator. We bridge the gap between affordability and sustainability, using advertising revenue to offer all users up to 30 free minutes per ride. Our mission is to help cities move greener - and we’re growing fast.

A bit about the role

We're on the hunt for a friendly, hardworking, and all-around great communicator who cares passionately about delivering top-notch experiences to our users. As our Support & Community Champion (our internal title for customer service agents), you'll be the eyes and ears of Forest, answering all their questions and resolving any issues via phone, email, or live chat. We hate robotic conversations, so we keep things warm and bubbly - just like you!

Your key responsibilities include:

• Being the voice of Forest to new and existing customers via email, phone call, and live chat.

• Collecting and sharing customer feedback & insights with the rest of the team for potential improvements to our operations, product, and technology.

• Proactively reaching out to customers who may require support by analysing live journeys.

• Completing background tasks such as identity verifications, damage reports, ending abandoned rides and other tasks.

• Reporting and flagging any bugs immediately to the correct team.

• Helping to form our culture and tone of voice, and bring a fresh pair of eyes to everything.

• Supporting the Senior Support & Community Manager with any ad-hoc tasks.
  

Who you are:

• You've previously worked in a B2C customer service role (1-2 years of experience) and are eager to learn and kick-start your career.

• You're an excellent communicator, both written and verbal.

• You’re proactive; you don’t wait for problems; you prevent problems.

• You're Tech Savvy and can learn new systems and software quickly.

• You can work independently as well as part of a team and can adapt quickly to any situation.

• You have great emotional intelligence - you can relate to anybody, especially with frustrated people.

• You have impeccable attention to detail and are well-organised.

• You know how to have a laugh and have fun (who says work has to be boring)!
  

Bonuses but not essential:

• You’ve worked closely with other teams in a business (such as Tech, Marketing, Operations) to resolve problems with the product or service.

• You're flexible with your working hours and can accommodate overtime opportunities.
  

What you’ll get in return

🚲 Free Forest bike rides for you and a +1 (if you’re based in London)

🌴 25 days holiday pro rata + bank holidays

🩺 Private Medical Insurance and Health Insurance cash plan

🧘‍♀️Therapy and career coaching sessions through MYNDUP

📚 Annual personal development budget

🐣 Enhanced Parental Leave

🥳 Regular Socials

🎈Birthday off

👶 Childcare salary sacrifice

Equal opportunities

Forest is an equal opportunities employer. We invest in diversity, assure equality and promote expression. We do not accept any form of harassment, bias or discrimination towards applicants and employees.

If you'd like to share your pronouns, please let us know.

If there are any reasonable adjustments we can include to make our application process easier for you (due to disability, neurodiversity or anything else) please let us know so we can support you.

Want to make an actual, positive impact for cities? Join us, and help us grow the forest!