Job Purpose

Responsible for delivering timely, accurate, and customer-focused assistance. This role ensures customer inquiries, issues, and requests are resolved efficiently while maintaining high service standards, contributing to customer satisfaction, retention, and an overall positive experience.

Additionally, in this role, you will regularly liaise and collaborate closely with our colleagues in the UK and Europe; therefore, your internal relationships are as important as external ones, and you’ll need to be a team player and a great communicator to be successful in this role.

The Employee is expected to perform the following primary duties and responsibilities, including but not limited to:

Core Responsibilities

• Working to SLAs and KPIs when dealing with customers.

• Operationally assist in customer support strategies and projects day-to-day, and provide varied support as and when needed to colleagues in the support team.

• Build strong relationships and deliver exceptional service to existing customers to ensure they get value from BrightLocal.

• Respond to and resolve customer tickets and live chats accurately and within SLA, triaging to the right team where needed.

• Conduct pre-booked video calls with customers to resolve issues and walk them through the platform.

• Suggest & implement improvements to processes under your control.

• Perform assigned tasks accurately, efficiently, and within agreed timelines.

• Deliver outputs that meet the Company’s quality and performance standards.

• Collaborate with team members, seniors, or higher roles in a professional manner.

• Follow lawful and reasonable instructions from management.

• Use Company tools, systems, and resources responsibly and for work purposes only.

Role-Specific Tasks

Kindly refer to this document for the role-specific tasks.

The Company may reasonably modify or assign related duties consistent with the role, business needs, and the Employee’s qualifications. As the business evolves, this may include, but is not limited to, new support channels (such as phone or video calls), new tools and systems, and changes to processes.

Required Skills, Qualifications, and Experience

Your background

• A Bachelor’s degree in any field

• At least 1 year in a customer support role, handling front-line queries by email, phone or video, and live chat

• Fluent spoken and written English, with excellent communication skills

Your experience and approach

• A genuine customer-first mindset and a willingness to learn and grow

• Able to handle customer enquiries and straightforward escalations with guidance

• Strong problem-solving skills and an eye for detail

• Good at managing your time and juggling several tasks at once

• A team player with a positive attitude and a professional work ethic

Your technical skills

• Some familiarity with CRM or ticketing systems (full training provided)

• Confident with Microsoft Office or Google Workspace, especially email and spreadsheets

• Comfortable working to performance metrics such as CSAT and SLA

• Good understanding of online communication platforms (chat, email, video conferencing)

Your home setup

• A wired fibre internet connection at home with a minimum speed of 50 Mbps. Mobile data, pocket WiFi and other portable connections are not accepted.

• You’ll be asked for a recent speed test showing download and upload speeds during the screening call, and any offer is conditional on providing an ISP bill as proof, which HR will hold on file.

Our commitment to inclusion

At BrightLocal, we believe the best ideas come from diverse perspectives.

We are proud to be an equal opportunity employer, and we are committed to building a team where everyone feels welcome, supported, and able to do their best work. When people feel they belong, great things happen.

We strongly encourage applications from women and underrepresented groups in our industry. If this role excites you, but you do not meet every single requirement, we would still love to hear from you. Research shows that some people are less likely to apply unless they meet 100% of the criteria. Your experience, perspective, and potential matter more than ticking every box.

We are open to flexible working arrangements and are happy to make reasonable adjustments at any stage of the recruitment process. If you need anything to feel comfortable and confident applying, just let us know. We are here to help.