Customer Support ("Train Geek")

Loco2's mission is to make booking trains anywhere in Europe as easy and affordable as possible, from epic international adventures to everyday local commutes. Our booking coverage is unrivalled and growing.

We’re excited to be searching for the next member of our support team. We’re looking for somebody based in London to work alongside our team of ‘Train Geeks’ during the working week from Monday-Friday.

This is an office-based role, but there is some flexibility to work from home one or more days per week once you’re up to speed.

About us

We're a small, passionate team, with a healthy remote-first culture and an office in London (EC1V). Our success is built on trust, empathy and shared knowledge, with our users at the centre of what we do. We're proud to have an average rating of 9.3 out of 10 on Trustpilot after 29,000 reviews.

We’ve been selling tickets since 2012 (read our full story here), and we’re growing rapidly as the business matures. Our goal is to scale effectively whilst continuing to delight our users.

About the role

Customer Support is at the heart of Loco2. You’ll be joining a friendly team of people who are committed to providing the highest standard of customer support, learning as we go and getting to the bottom of customer issues. We’re online seven days a week so our team is a mix of remote and office staff.

In this role, you’ll learn lots about our technology, including how to debug the trickiest issues, and more than you ever dreamed of about trains.

  • This is a Monday - Friday role working during office hours, usually from 9.30-6 GMT or thereabouts. There’s flexibility in that once you’re up to speed.
  • You’ll need to work from our bright, modern office in Old Street at least three days a week but we are happy to discuss working from home the rest of the time.
  • We offer a generous holiday allowance, options for flexible working and a salary that reflects your experience.

What you’ll be doing

This job isn’t the same day in, day out. Far from it! This is a varied, troubleshooting role with loads of opportunity to dig into the detail and offer creative solutions for our users while keeping the queue moving.

It will be your job to decide the best way to help our growing number of customers without sacrificing quality. You’ll have autonomy to provide the best style of online support - pointing customers to our Help docs or make a quick screencast to demo a feature, whatever you think works best for them.

Beyond that, day-to-day tasks include:

  • Becoming an expert on our product and all things train-related. If not committing it all to memory, then at least reliability remembering where to find that info again.
  • Troubleshooting and replicating customer issues, identifying and reporting bugs.
  • Identifying gaps in our Help content to make it easier for users to help themselves.
  • Suggesting improvements to the Loco2 product and UX so that customers are delighted, impressed, and left with a warm, glowing feeling.
  • Seeking and suggesting ways to reduce volume of incoming customer queries.
  • Wrapping your head around the rail operators’ claims processes, including receiving and submitting postal claims for some (that’s why this role is office-based)
  • Helping customers in real-time once we’ve launched our live chat (due at the end of 2018).

About you

  • Independent - You have the ability to identify and solve tricky issues on your own initiative, but aren’t too proud to ask for help when needed. You can clearly articulate problems in writing so they can be picked up and resolved by somebody else if you aren’t online.
  • Tech savvy - You aren’t fazed by complex technology or information, and enjoy wrapping your brain around new challenges.You’ll probably download our app right now just to try it out.
  • Level-headed and Emotionally intelligent - You're patient and empathetic with others, especially if they're not as technology-literate as you (or even if they're just having a bad day). And you can think laterally to solve customer (and your own!) frustration.
  • Methodical - When it matters, you can get your head down and knock out a mean document to manage claims or improve processes
  • Conscientious - You’ll be given plenty of autonomy to simply do what’s right, no questions asked. With great power comes great responsibility so you’ll have a high degree autonomy.
  • Excellent written communication skills. You are pedantic about spelling and grammar, but remain an affable human being nonetheless. You can easily flip between casual and more formal styles, and understand how to use language to create clarity from chaos.
Nice to have
  • If you’re a native speaker from Italy, Spain or Germany, great! So long as your English is spot on, too.
  • You’ve travelled and understand the unique stresses of making international trips.
  • Prior experience of working with online booking platforms, and a knack for figuring out how they work
  • Experience of responding to Customer Support online, using Help Scout, Zendesk or similar. We’re happy to receive applications from people with a lot or a little experience of providing online customer support but it will give you a head start.
  • Familiarity with European rail network. Maybe you have posters of your favourite trains on your wall (or at least you would if you were sure that society wouldn't judge you for it).
  • Basic knowledge of HTML a plus (for editing help docs).

How to apply

Email and tell us about your skills and experience. You can send a CV if you want, but we particularly like reading a well-written email instead/as well.

Unfortunately we can currently only accept applications from within the EU (including the UK) or from candidates who already hold a valid UK working visa.

There are some specific questions we'd like you to answer (feel free to be brief if you’d prefer to elaborate in other areas):

  • Why you’re interested in joining us.
  • The relevant experience you’ve had.
  • Your salary expectations.

We welcome applications from everybody, regardless of race, gender, or sexual orientation.

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